I really dislike when customer service people, have no idea what customer service is all about. Customer service people are very important to the company, thanks to you, customers will either love the company (positive word of mouth) or hate it (negative word of mouth).... the rest is in the middle, but least face it, negative reviews can have major impact.
PockIt Prepaid mastercard customer service is poor and today I have experienced it again.
This time I tried to load £500 from my account and after 5 days nothing appears, it's like sending money to a black hole. No email, no notification, nothing. So I contact PockIt an to found out who has my money, and I got a reply.
In this post I will reply what I (as a customer), really think about the reply I got from the customer service represenative.
We are writing in reference to your bank transfer.
Where is the "sorry" part? Do you not care I experiened an issue? Do you care how your customer feels about your service?
You are a lower limit cardholder with a daily limit of £400 and monthly limit of £800. You cannot load more than £400 in a day which is clearly mentioned on your account online, in our Terms & Conditions and on our website.
Clearly mentioned? Really? Do you reallly have to say to your customers. Yes, it's somewhere on the website, you should obviously spend your time reading it, and remember every elements, because we clearly don't care when you go wrong with our rules!
You now have only two options -
- Upgrade your account to Full limit to get these funds loaded
- To upgrade your account, you need to upload the proof of your photographic identity(valid passport or driver’s license) and the proof of your address(bank statement, any utility bill or council tax bill received in the post no older than 3 months) by following the link – Upgrade -> Upload Documents
I've tried. I live in short term accommodation (no bills) and I use paperless with my bank, so I cannot do it right now. My level of motivation of doing this also dropped to almost zero, after reading your reply.
2. We will return the funds to the source which can take several weeks for the funds to reach the source as returns is a very lengthy process where we have to contact our third party to verify the source account details. We don't like to give specific time frames as it can vary greatly but the return should take several weeks for the funds to reach the source.
So basically, you try to force me to upgrade (which I've tried in the past), you tell how inefficient your existing process is, and also tell me how much hassle it would be for your if I stayed to be your customer? How about simply splitting the load into £400 today and £100 tomorrow, wait!
Please confirm if you are willing to upgrade or else we will return the funds to the source.
I'm willing, actually I've tried before but it didn't work!
Looking forward to your response.
Thank you for your patience.
Now, I'm pretty relaxed about this to be honest... It's only at the time of the reading I felt a bit annoyed, and accept that PockIt simply doesn't care about the customer, maybe some people do, but fail to train their customer service representatives to really show it.... typical.
PockIt has plenty of negative reviews on TrustPilot, such a shame, as it really takes very little effort to tell customer service represenatives WHY that should care + monitoring :)