Bank of Scotland edinburgh

Kirsty who is frequently in charge of this bank misinformed my partner on Tuesday 21st August that we should go into the bank today so that either she or another bank member would start processing a dispute against the House of Frasers if they had still failed to refund the amount of £88.95 they owed me for an online order they had cancelled due to the new owner Mike Ashley having a dispute with his warehouse staff. When my partner and I went in to the bank today, as advised by Kirsty on Tuesday, she renaged on her initial promist to initiate a debit card dispute against House of Frasers on my behalf even although they had failed to refund me the amount of £88.95 by the 18th August as stated in an email they had sent me 8 days ago. Kirsty stated that the reason she could not initiate a debit card dispute against House of Frasers on my behalf was the shops had closed down due to the company going bust, and that it was therefore protocol that the Bank of Scotland had to have heard from such companies about refunding customers, before they took any action on their customers behalf. Contrary to what Kirsty told myself and my partner today, House of Fraser shops have not closed down, and the company has NOT gone bust, and infact had already been bought over by the new owner Mike Ashley on 10th August prior to me placing my online order on 11th August. Having cancelled my order on 16th August due to a dispute with his warehouse staff, the new owner has failed to reimburse myself and thousands of other customers for the online orders his company has cancelled. Again, contrary to what Kirsty misinformed myself and my partner in the bank today, when I phoned the Bank of Scotland debit card dispute team directly, they informed me that they could initiate a debit card dispute against House of Fraser immediately for the amount they owed me, and took the requisite details from me to enable them to do this today. Why is someone as incompetent as Kirsty left in charge of this branch of the Bank of Scotland when she gives customers incorrect advice only to then renage on what she has says, makes totally inaccurate assumptions ie that House of Fraser shops have closed down due to the company having gone bust (when none of this is true), and that the bank can`t initiate a debit card dispute against House of Frasers until they`ve heard from them about processing refunds, when the latter was totally incorrect as confirmed by the debit card dispute team who work for the Bank of Scotland? I have written a formal complaint about the total incompetence of Kirsty, particularly since it is most concerning that someone as inept is left in charge of this branch. I will update this review once I have had a response from the complaints team as to what action they intend to take with a view to ensuring customers who frequent this Branch get an adequate standard of service as opposed to the appalling service both my partner and I were given by Kirsty.

Terrible service! They keep asking for papers to open an account and when I asked at another bank of scotland branch they told me I don't need these and it's ok to have the paper I had in first place. At this branch they don't know how to do their job. It's unbelievable

a very friendly young man provided advice and went above and beyond what I requested.

I'd like to say big thanks to Margaret! You are the most kind, friendly and HELPFUL person!

Excellent service.

Small branch, the opening hours suck for anyone who works 9 to 5