Sadly, these tales aren't uncommon, and in my experience customer service in banks and shops is worse nowadays, partly because of the low calibre of the younger intake who seem to be more concerned about texting, chatting and messaging on social media than doing their jobs (and showing a bit of initiative when doing so - most seem to have to need a guide to do the littlest things!).

Its no surprise that people are turning in their droved to online banking, as, for the most part, service is instant and relies far less on your geographical location. Even Nationwide is closing branches - my home town of Royston used to have a tiny little counter (I can't remember the exact term) and cash machine in an Estate Agency, but that was removed through cost-cutting, even though it actually WAS well used. I have to now drive 12 miles to the nearest branch.

For the like so myself, such things aren't the end of the world, but for the elderly or disabled, who may not want or cannot use internet of phone banking, branches have been and are still their lifelines. As has been said, in some banks and building societies, the attitude of some staff does nothing to help keep the general populace interested in using them (and sometimes they can be really useful, such as needing to pick up a bankers' draft or building society cheque to pay for a new car, etc) or if the cash/paying in machine doesn't work properly, including eating your debit card or chque that you're paying in.

In the distant past we were were in the position of having sold one house and then being able to pay the bridging loan off on the other house that we were living in - Why? Don't ask.

OH went into the building society with a very large cheque with lots of noughts on it - no names, no pack drill, but they do have branches nationwide.

"I want to pay off our bridging loan"

"Do you have an appointment?"

"No - I want to pay this loan off - it's a large loan and accumulating interest daily so I want to pay it off today, I have the cheque here"

"You'll have to come back next week - we don't have any appointments available this week"

After MOH had given the stupid counter drone words of wisdom in front of the queue of customers and asked to see the manager she was escorted into a side office and the cheque was paid in.

The industry is so highly regulated an appointment is required with an individual authorised to open accounts.

The applicant also then has time to get everything together to open an account and the bank can do some initial background checks - what the banks already know about individuals is extensive and they can refuse before you arrive.

I suspect this covers it exactly. And it's going to get worse as the banks will shortly be required to conduct checks on citizenship/right to reside.

Just called in to my local (only) bank branch in the neighbourhood to open a new account for my teenage daughter (who has just got a part-time job, hence the need).

Two ladies behind the counter chatting amongst themselves and no customers in the bank (apart from my daughter and I).

"Sorry sir, you have to make an appointment, we don't have the staff avaialable without an appointment and we don't have any available today we are too busy"

I also noticed two youngish blokes chatting in a closed office, both bank employees as they had bank ID lapel badges on (and pointy shoes / gelled hair).

What is wrong with our country, when did we become slaves to the people who keep our money?

I tried calling on the 'phone later and after enduring two or three minutes of the standard "will you take part in a survey" crap, was told (again) they are very busy and my call will not be answered for at least five minutes................... so I've given-up!

Can you not do banking at the Post Office?. Might be worth looking into. Also, i think you can actually open a bank account online, so you don't actually need a local branch. Given that branches of banks are being closed left right and centre, we all need to get used to banking online as opposed to in person.

True, but there are times when the cash machine (less of them around too [not just because branches are closing], at least those that are free) either isn't capable of accepting cheques (presents, money returns, including from HMRC) or that are not working properly for some reason, which means you have to go to an actual bank to put money in or take it out as cash, or visit a shop that does cashback (not everyone lives close by to a supermarket, and, of course, you have to buy something to get this service) and, more importantly, is OPEN.

Using the Post Office for banking is OK if either your bank has a reciprocative deal with them (for money in and out) and their banking provider and you move your banking to them (some Irish Bank I think - I'm not sure I'd trust them, given WE loaned/gave them £4-6Bn to bail them out during the financial crisis [shame they conveniently forgot that during the Brexit negotiations] and Ireland has not really recovered enough yet for my liking). But again, most post offices I know of (especially those in smaller towns/rural areas) don't have cash machines, so are no good if you need cash out-of-hours and aren't in Tescos etc.

What doesn't help (keeping branches viable) is that so much 'customer services' stuff you USED to be able to do with an advisor (to a degree, you can do this at Nationwide branches, but only if one is available [not always] and they are often very busy, meaning you have to wait ages to be seen [some advisors you MUST book an appointment with, normally 1-2 weeks in advance], and sometimes all they'll do is direct you to somewhere on the website or tell you to phone their customer services helpline) is now mostly only available over the phone, which we all know can be a lengthy and often frustrating process (for many banks and building societies [though not as bad as utility firms and government]).

Is it really necessary to visit bank to open an account? I thought one can open account over internet nowadays. If someone is below 18 then visiting branch may be necessary but even then often parent can carry minor's passport.

Front line employees often read from scripts. I'd be welcoming if they are replaced by intelligent robots.

You can apply on line. Whether an account gets opened depends how much info the bank can access about you. Not a problem for someone with a good credit history, mortgage, on electoral roll etc. Not so easy for a first time application from a young adult..

Indeed - if 'the computer says no' then that's it.

To demonstrate how easy it is once you have an account I appled today for two new regular saving accounts with my bank this morning.

Difference between you and OP is encapsulated by words my bank.

New institution or first time account opener and the hoop jumping cuts in.

Precisely Bromptonaut, thank you.

All done and dusted now. I managed to get them to actually answer the telephone in branch, (they tell you the branch numbers, but ususally don't bother picking-up the call)!

It was the manager and he admitted he had seen my number had called many times previously. After saying there was no chance to get an appointment before Christmas, he eventually relented and I saw him the next day, job done.

How he was able to "magic" some time in his diary I do not know :)

Edited by nick62 on 02/01/2018 at 13:39