Had to call a government agency today. Oh my, what a long message, before I got the SIX menu choices, none of them applicable, and some of them very long and complicated. I chose one, got a brief recorded message and was cut off. Tried again, same great long message and six menus. I chose one at random, since none were applicable, only to get a new message saying they were busy and there was a really long wait. Why didn't they say that BEFORE the great long message and menu choices? Grr.
I have to deal with a branch of the civil service in the my day job and EVERYTHING takes forever with them. On top of that some of their decisions are downright silly.
At least they won't be our customer for much longer and I'll never have to deal with them again. Hopefully my employer finds me a better customer to deal with in my next role or something internal to work on.
Having to plough through benefit claims for my mother and it's ridiculous what isn't online these days especially considering that a lot of people have LPA for relatives and would be perfectly able to navigate an online system.
You can't notify that someone on Attendance Allowance has entered a care home or hospital online, you have to phone (wouldn't that be a simple one!)
You can't claim Pension Credit except by phoning and then it involves a follow up call because it's done in 2 stages.
The problem is I have a lot of information online so need to sit with my personal laptop while I make the call, don't have time to catch them early before I leave for the train and by the time I get back there is only 20mins before they close at 6pm, not even open Saturday mornings. They have no concept of people who actually work full-time for a living. Even if they opened late a couple of nights a week or Sat mornings it would help but a lot of it could have been put online, even if it needed a follow up call to dot the 'i's and cross the 't's it would save a lot of time on the phone by the customer and the staff.
Don't get me started on British Gas - agreed to smart meter subject to Fri appointment (easiest day for me to work from home), letter confirming appointment arrived - preferred Friday appointment confirmed, except it was for my mother's address. Phoned up, they couldn't find my account, passed to another dept. who eventually managed to locate my account, delete the appointment at my mother's house but then couldn't re-assign me the appointment slot just made vacant and she is only 50 yards away. Tried requesting another Fri and she couldn't find one up to October which presumably was as far as her system went so cancelled it.