Call Centre rant

lk311 · Aug 29, 2025 at 6:27 PM

Skinner said: ↑

Because they type the plate in the system from thee photo's

This is their explanation. When you go on their site to pay You put the numberplate and time used into the system, when the system went to pair the information supplied to what they held it didn't match as it was looking for a nought. Once it's rejected a person ( yes one of them) looks at the photo and types the Reg in for the fine which confirms the name and address, they DO NOT investigate the issue and the money is bounced into a holding fund because they don't give a sh*te. Only when I spoke to a real person did they spot the issue ( Also commented that they'd seen this before ??? ) but theres no quick fix, you still have to appeal to satisfy the system
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Oddly enough, I got home today and had a letter from a Parking company trying to ‘fine’ me for parking at a restaurant and I hadn’t registered. The usual £100 pay quick it’s £60 etc tactics.
I contacted the restaurant and they have just emailed me to confirm I had indeed registered and have instructed the parking company to look into and to cancel.

Not saying that’s what happened with you but these outfits are known for trying it on in the hope of some people paying it quick.

Gimson&theBarnsleys · Aug 29, 2025 at 6:40 PM

TonyTyke said: ↑

I've seen it from the inside, I know, deep down, it's not their fault but when they say "is your house made of brick", "I know he's been, I've got evidence" but won't send it you, or you ask where you can find it "on our web site" it drives you mad. But I keep reminding myself it's poor training and management. How the hell someone at the other side of the world is meant learn and understand how systems works over here is beyond me.
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"Your call may be recorded for training purposes". Yeah right.

Red-Taff. · Aug 29, 2025 at 7:47 PM

JamDrop said: ↑

For future reference, you can always get to a human if you ask to speak to a human/live agent 3 times. On a keypad it’s generally star or 0 three times. They have to have a bypass so it will work every time and saves all the faffing.
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That's right - I was trying to buy Premium Bonds on line - got so far and then things crashed. Finally got to a human by asking to speak to a human three or four times.
(Problem was the password I had by chance selected had '££' in it and Premium Bonds don't accept the '£' symbol.)

Wuz1964 · Aug 30, 2025 at 12:06 AM

TonyTyke said: ↑

I know it's not the agents fault ... it's always **** management ....
I know it's not the agents fault ... it's always **** management ....
I know it's not the agents fault ... it's always **** management ....
I know it's not the agents fault ... it's always **** management ....

But **** me, when they hang up on you for asking a difficult question.

The question being .. Can you send me evidence that the post man (DPD) came to my door? (They said they had a photo, and assumed it was available on their web site but didn't tell me where and wouldn't email me the photo). They insisted a card had been left (it hasn't) and my cameras show nobody coming.

A further whinge. When management think AI can do the job, it can it can't, don't do it, pay and train staff.
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Shocking!!!

Call Centre rant

lk311 Well-Known Member

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