Having had a few interactions with Starling CS of late, and having observed some similarities with the way others have described their own interactions with Starling CS. I have come to the conclusion that Starling’s Customer Services dept are either so overworked that they are concerned by performance indicators over outcomes, their training is lacking, or that their CS operation is being run with somebody at odds with the values the bank projects outwards.
’Continue the conversation’ has become ‘shutdown the conversation’.
Message threads seem to be constructed in such a way as to make you go away and stop bothering them.
Thanks for the feedback may be the response - but even when asked they won’t tell you what happens to that feedback.
‘we appreciate that this isn’t the answer you’d hoped for’ is an often seen refrain, followed by words that amount to ‘but tough’.
If you complain about their actions, your first reply after that will tell you that this is a final response and that further messages should be directed to the ombudsman - even when they haven’t taken the time to read your complaint, and have given their response about something different to what you was complaining about.
And that’s when they reply at all.
Earlier this month, I added a comment to one I had sent them in August. They didn’t reply to the one in August, and I have just seen that instead of replying to this one, the conversation has been marked ‘ended’.
Computer says no
Good customer service happens when the outcome of any interaction is held in mind.
All too quickly with Starling right now, when computer says no, they’re done.
It’s too much effort to speak to somebody else who is knowledgeable about the issue, too much effort to refer any problem to be fixed, just too much effort in general. “Sod the outcome, there are tickets mounting up, helping your non-standard problem isn’t going to help me reach my targets.”
I can’t won’t tell you why
Telling a customer that they can’t provide information about a decision they have made is a very efficient tool in getting rid of someone, for Starling CS. We see it very often.
Yes, there are a select few occasions when they actually can’t tell you something. These relate to tipping off potential criminals when something has been flagged up.
Starling are currently using this line for a variety of reasons. We have seen it come up recently to hide screw-ups over business loans and broken systems that set-up mobile wallets.
The bank that lies
But of a continuation of the above really. Banks should not be in the business of lying to their customers. Period.
For starling CS right now, it’s becoming just another tool in the box when you want to get through that pile of mounting tickets.
Where’s the security?
During last year, I took a call in relation to a matter which had turned into a complaint.
He identified himself as (name) from your bank.
This, to me, screamed ‘scam’ and I very nearly hung up on him. I didn’t think for one second that Starling would be dumb enough to train it’s staff to identify themselves in such an unprofessional way.
He was at home, yet seemingly had full access to all my account details.
I appreciate this was in the middle of a pandemic - but this didn’t feel particularly secure.