The Lemon Fool

NS&I boss apologises for customer service amid rise in withdrawals
https://www.theguardian.com/business/2021/jan/22/nsi-boss-apologises-for-customer-service-amid-rise-in-withdrawals

NS&I boss apologises to savers for poor customer service but warns them to expect long waiting times to continue until spring
https://www.thisismoney.co.uk/money/saving/article-9172037/NS-boss-apologises-savers-customer-service-meltdown.html

Feel sorry for the older folks cancelling by phone. I found it easy to take money out online.

Obvious it would cause mass withdrawals by taking rates to from 1% to 0.1%. Hair Kari by the management of NS&I.

yorkshirelad1 wrote:NS&I boss apologises for customer service amid rise in withdrawals
https://www.theguardian.com/business/2021/jan/22/nsi-boss-apologises-for-customer-service-amid-rise-in-withdrawals

NS&I boss apologises to savers for poor customer service but warns them to expect long waiting times to continue until spring
https://www.thisismoney.co.uk/money/saving/article-9172037/NS-boss-apologises-savers-customer-service-meltdown.html

Any time you call a bank, and their recorded message is "Our customer service staff will not accept abusive or threatening behavior on the phone call" , you know something has gone badly wrong.

Adamski wrote:Feel sorry for the older folks cancelling by phone. I found it easy to take money out online.

Obvious it would cause mass withdrawals by taking rates to from 1% to 0.1%. Hair Kari by the management of NS&I.

Agree it was obvious, and therefore must have been so to management also, in which case it was planned. Doesn't excuse poor customer service though. Not sure what you mean by Hair Kari (sic) in that context.

Entirely understandable given the circumstances.

* Drop in interest rates.
* Pandemic giving rise to changes in working arrangements.
* Staff off sick, isolating or caring for others.
* Increase in workload.

Result = chaos or slower response depending on how you look at it.