I hold 01256715 policy. I got enrolled in 2008. Every 4th year, I would get a payout. In sep 2013, I was issued a cheque to Old address. err.my mistake
Oct 2013, got the address changed and requested for reissue of cheque. Nov 2013, got response that cheque is still with courier company. Dec 2013, called close to 5 times. As we know, every time I have to explain whole story to customer rep. Every time I assured that I would be given a call back. it NEVER happened Jan 2013, Called 5 times. Finally I got to know the cheque is back to ING.
I asked customer rep, if they would be paying me interest for the time they to took to pay me the amount, obviously a dumb response. They said that in order to issue a cheque, I need to submit a cancelled cheque at branch. As I already got frustrated, I asked if I can send a scanned copy and they said, yes that is fine. I did it on 23 Jan, I was assured that 3 Feb, my acct will be credited with survival benefit.
On Feb 3rd, I called back and another rep said, direct credit cannot be done as I did not submit cancelled cheque. I forwarded the mail that I sent to complaints cell and the acknowledge I received that cancelled cheque is routed to right department. they again tried to give fake commitment. I insisted that I need to talk to their boss, finally a sensible person responded understood my pain and checked what went wrong and finally finance team released cheque. I received it on 21 Feb.
Such a painful 6 months follow up.
I motto for writing my experience, is to kick out the organization which doesn’t serve customers and also to have customer service which actually serves customers.