Tuesday, March 21, 2023

‘We promise to do better’ – a post ‘Sorry for poor customer phone support’

A post has promised to improve its customer service after a Ukrainian woman living in this country was unable to transfer money home using her current account app.

t comes after many people who have opened a post current account
has complained about the quality of their customer support.

One of the complaints comes from a co Kilkenny woman who recommended a post current account app with a Ukrainian woman to use to send her home.

A woman in a war-ravaged country is unable to get money transfer at work.

The post office operator has now apologized after a Ukrainian customer complained, and several other customers said they were unable to resolve the problems by contacting one post.

A post said that it is taking its phone support service in-house from this week.

It was outsourced to an external provider.

The imminent departure of Ulster and KBC banks has opened a post current account opening at last 45 pc

The co Kilkenny woman said she advised the Ukrainian citizen living with her to open a current account with One Post as she collects her benefit payments each week at a post office.

“Once that was set up, she transferred €100 through online banking to a friend in Ukraine,” she said.

“He set up IBAN, etc., and sent money.

“It was May 11 and her friend still has not received the money.

“Will it take that long to transfer money electronically to a bank in Ukraine?”

The woman said that it was very difficult to contact N Post customer service.

“We are trying to get a response from customer service post a post,” she said.

“No answer to emails, you hang on to the phone for ages.

“Even the local postmistress where we live told me she kept the phone on for customers for so long and got disconnected after 20 minutes.”

Co Kilkenny lady questioned why a post branch staff are not able to resolve queries when branch network is so integral to the operation of a post.

When asked about this particular situation, a post said that money transfer is complicated in countries not covered by SEPA (Single Euro Payments Area) like Ukraine.

“We are providing free money transfers to Ukraine via Western Union, and this may be a faster option for some people,” said a company spokesperson.

Contact details for the Ukrainian woman were provided to a post, and the postal service operator contacted her.

The money was transferred for free using Western Union, and a post offered him another €100 as a gesture of goodwill.

One post said its customer service teams are extraordinarily busy due to the boom in bank account switching.

“We aim to respond to our calls within five minutes, which can fluctuate during peak hours and take up to 15 minutes,” the spokesperson said.

One Post said it aims to continuously improve its customer service levels, and from this week its entire customer service operations will move in-house from an external supplier.

“This means we will be in a better position to support more customers directly with our own highly trained and experienced in-house customer service team,” said one post. “We apologize to any customers who have had problems reaching us.”

Nation World News Desk
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