I’m glad it wasn’t just me!
By the way, when the support team said they would look into it and get back to me (as you may remember) they still haven’t.
I will update you when they do.
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yeah, good point, agreed
But the guy who conducted the enquiry could have at least spoken to her.
That way he could have said ‘having discussed the issue with the employee we would now like to apologise’ etc etc
I think my point is that just chucking £50 at me without having, in any meaningful way looked into the complaint, is and empty gesture…
And also - the customer is definitely NOT always right, and when the customer is in the wrong the bank should support their staff and say they don’t accept the complaint.
I mean, I think I was in the right - but I’m obviously not objective !
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That’s good and definitely a USP compared to Starling and Monzo.
The only other one I’m aware is Santander Select but it has eligibility requirements.
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I watched this video on YouTube the other day…
Watch the difference between Mr Whitehead when he knows the cameras are on him at 6:38 and when he thinks he’s speaking to the employee alone at 9:36. The shit these employees have to put up with sometimes is wild. (I’m not for one second suggesting that @MJH2907 would act like that if he got the opportunity to speak with the same member of staff again, just that events like this are probably why it’s RBS policy not to facilitate that!)
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I agree.
I haven’t even watched the video yet, but it does seem like facilitating “personal” interactions between employees and aggrieved customers would be opening a huge can of worms!
It also might be very uncomfortable for the employee; unfairly so.
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Someone I know had someone’s tax return paid out of his account via telephone banking by mistake, the agent called him directly to apologise
This was HSBC
It was probably an HSBC Premier, or at least Advance, customer.
I really struggle to believe they would have bothered to do that for a “bog standard” customer.
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Graduate* account! I promise I’m not making it up 
I think the person may have been covering themselves, rather than it being a formal practice
Yeah - I do agree - they get an awful lot of horrendous abuse - the public, particularly when they are communicating via phone say some truly awful things.
And I bet there is more of it now than ever - I think so many people are and angry and frustrated after 18 months of covid, no doubt they lash out for very little reason.
I’m not taking my complaint any further - it may well be the rep on the phone and put up with several awful calls that morning and when I pushed back at her questions she may have just snapped.
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Honestly I would’ve taken the £50 if I were you, especially given the ridiculous inconvenience you faced for simply wanting to transfer money to your own bank account; the first freeze I can kind of understand, but it happening again right after you’ve gone to the trouble of visiting a branch and verifying your ID is just silly. But each to their own, and I admire your control over not just seizing the cash!
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Contacted customer support on Twitter and they have forwarded the silent notifications to be looked into
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And they are also quite choosy who can bank with them,
Just did an online transaction and was directed to the app to approve it, as is the norm more often now.
My only grief is having to enter my six-digit passcode and not be able to approve via fingerprint.
My own fault for having so many accounts and cards and different passcodes for each (obviously) 
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They usually move these onto Advance after the period of Graduate benefits ends, so I wouldn’t be surprised if they treat Graduate accounts as Advance-equivalent and try to give a good personal service.
It still doesn’t sound like an actual policy though, and may have just been them covering themselves, as you say (and hoping to avoid a complaint).
I know, I hate this. It’s the most annoying thing about Chase so far.
I know they must want to double-check it’s really the account holder, but I don’t see how asking for the same login code twice (effectively) does that - and if Face ID is “secure” enough for login, why not approving transactions? It is for other banks.
If they must do a second-factor authentication, I prefer how Starling handle this. They request your password to confirm a payment, but the password can be saved so iOS autofill can automatically fill it out for you using Face ID. Yes, this probably means that Starling could argue I was negligent with my password if fraud did somehow happen on my account, but I’ll take that small risk.
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I’ve just downloaded v1.0.3 (267)
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They’ve been going around for a long time.
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The use of the ‘Chase Private Client’ brand name (a harder to qualify for HSBC Premier type service only offered in America) and ‘FDIC’ (USA version of FSCS) in that email makes me think it’s targeting Chase US customers. Or maybe the scammers are just too lazy to update their email template and are simply using their US scam email to target Chase UK as well, although I’d have thought they’d wait until adoption is slightly higher first.
Either way, might want to forward it to [email protected] before deleting it
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