Love @CapitalOne's lack of bereavement training.
I've taken on my deceased father's phone number, mainly to keep hold of it as he had the same number 20+ years - and @CapitalOne called it.
Not only were they informed weeks ago (August some time) of my Dad's passing - they still called the number and asked to go through security checks with him.
I outlined the difficulties they may have with that, and had to repeat several times he had passed, and gave the date he had passed.
She gave me a scripted line about condolences.
The lady then proceeded to call me by my father's name, despite multiple corrections and me repeating my name...
She then gave me the exact same condolences line.
Then she asked if it was my Dad no longer wanted to receive any correspondence... I again, outlined getting any correspondence to him would be difficult right now.
She then audibly went "ooohh". The penny dropped. When you pass on your condolences that someone has passed, you then need to move to the other script and acknowledge the person has passed.
I then got the exact same line about condolences.
I think someone else from @CapitalOne will be in touch. I'm not too sure. I just can't be bothered going through that experience again. I think there might be £19 outstanding as a payment on his card.
I'll hang up on every @CapitalOne call centre representative who produces the same level of bereavement competence without hesitation.
There's the whole pre-recorded speel about showing @CapitalOne staff respect and decency on the calls, but none about them showing it back. So hang up is the only option.
You can burn your resources til you get it right.
I've taken on my deceased father's phone number, mainly to keep hold of it as he had the same number 20+ years - and @CapitalOne called it.
Not only were they informed weeks ago (August some time) of my Dad's passing - they still called the number and asked to go through security checks with him.
I outlined the difficulties they may have with that, and had to repeat several times he had passed, and gave the date he had passed.
She gave me a scripted line about condolences.
The lady then proceeded to call me by my father's name, despite multiple corrections and me repeating my name...
She then gave me the exact same condolences line.
Then she asked if it was my Dad no longer wanted to receive any correspondence... I again, outlined getting any correspondence to him would be difficult right now.
She then audibly went "ooohh". The penny dropped. When you pass on your condolences that someone has passed, you then need to move to the other script and acknowledge the person has passed.
I then got the exact same line about condolences.
I think someone else from @CapitalOne will be in touch. I'm not too sure. I just can't be bothered going through that experience again. I think there might be £19 outstanding as a payment on his card.
I'll hang up on every @CapitalOne call centre representative who produces the same level of bereavement competence without hesitation.
There's the whole pre-recorded speel about showing @CapitalOne staff respect and decency on the calls, but none about them showing it back. So hang up is the only option.
You can burn your resources til you get it right.
