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Dealing with complaints
(Phone ringing)
Ms Philips:
Mr Jones:
Ms Philips:
Mr Jones:
Ms Philips:
Mr Jones:
Ms Philips:
Mr Jones:
Ms Philips:
Mr Jones:
Ms Philips:
Good afternoon, Connect Bank.
Good afternoon, this is Brian Jones calling from Smith and Jones.
Could I speak to Ms. Philips, please?
Speaking. How can I help you, Mr. Jones?
Well, Ms. Philips, it seems there has been a mistake made in the
charge for a fund transfer to my account.
I’m sorry to hear that Mr. Jones. Could you give me some more
details?
Certainly. I was expecting a foreign client to deposit €2000 in my
account last week for services rendered. However I was not
expecting to get charged for this transfer.
I understand Mr. Jones. Let me check the details now in front of me.
Yes, I see that the transfer took place and that you were charged
€50 as a transfer charge.
May I ask why I was charged?
Well Mr. Jones, do you have a copy of the agreement between our
bank and your company regarding international funds transfers?
Not in front of me, no.
Well, you will see under section 23 that the bank will levy a standing
charge of €20 on all international transfers.
Mr Jones: But that doesn’t explain why I was charged €50 instead of €20.
Ms Philips:
Yes, Mr. Jones, you appear to be right. Thank you for bringing this to
my attention.

Mr Jones:
What are you going to do about it?
Ms Philips:
Well, I can imagine how upset you are. I’ll deal with this myself
immediately. Would you like me to call you back or would you hold
for one minute?
Mr Jones:
I’ll hold.
(slight pause)
Ms Philips:
Thank you for waiting Mr. Jones. It appears that this was an error on
our part. I have redeposited the money into your account and on
this occasion we will waive the standard charge of €20. Is that
alright?
Mr Jones:
Well, yes, I suppose so.
Ms Philips:
Thank you for your understanding Mr. Jones. Please accept our
apologies for this inconvenience. I assure you we’ll do everything
possible to find out why this happened.
Mr Jones:
Ms Philips:
That’s very good of you. Thank you for your prompt action.
You’re welcome Mr. Jones. Do call if there’s anything else I can help
you with.
Mr Jones:
Thank you. Good bye.
Ms Philips:
Goodbye Mr. Jones.
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