CaixaBank customer complaints feigns stupidity to avoid action

Most of the top business management gurus place heavy emphasis on providing customers with quality customer service so that customers can really feel the value and satisfaction of the service they are paying for. In turn, trust, loyalty, recommendations and an increased customer lifetime value can and generally do ensue.

That’s the theory, anyway. So, who are CaixaBank clients supposed to talk to when there is a problem? Moneygrabbers’ disgrunted Caixabank customer source tried the normal approach of speaking to the Bank Director at his office (“Store” El Clot, Barcelona) but failed to receive a response for over five months. He asked the director’s colleagues to intercede, to pass on the urgency of his requests and get Ivan Masip to find a moment in his undoubtedly packed five months of business to contact him. But, even before that mark was reached, our disgruntled client included CaixaBank’s Customer Service department into the affray by copying them in to the (very one-way) email conversation.

CaixaBank’s Customer Service department replied that they didn’t know who the customer was and that hoops would have to be jumped through before they could do anything. All the information was in that email conversation – names, numbers, the details of the problem, the Director’s details and the Subdirectora’s too. Instead a form-filling exercise was prescribed.

It is a shame when big companies simply can’t be bothered, when customer service is a chore / a requirement and not an opportunity to achieve the ideals those gurus were talking about.

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