Don’t bank on service

MONEY Mail editor Dan Hyde hit the target fair and square about the betrayal by the banks (Mail).

As a former bank employee of many years, I always took pride in the relationships fostered with my customers. It was service first and foremost.

The behaviour highlighted by Dan is alien to the ‘do it right and do it honest’ approach adopted when the bank manager was an important member of the community. My, how things have changed.

STEVE DERBY, Shepton Mallet, Somerset. I WAS having difficulty logging in to my internet banking account, so decided to phone customer services. I had to enter various numbers on my phone to select different options. I explained the problem, answered security questions and was put on hold — cue irritating music. I was transferred in turn to three people, none of whom could help me. After 56 minutes, I ended the call.

I remember when you could go into your local bank branch, conduct your transactions and even talk to the manager.

Why do we appear to be going backwards when we were informed computers would make everything quicker and simpler? JANE WENSLEY, oving, W. Sussex. IN THEIR ignorance, banks can’t see that their loss leaders, the local branches, are, in fact, their greatest assets. J. WALMSLEY, Bury, Gtr Manchester.