Kevina sends her love

Thanks to Ian

Actually, on a more serious note....

Thanks to Ian for all his efforts in organizing a great weekend, from the bit's of paper with all the phone numbers on to providing us with a good laugh (by getting kicked in the nadgers) it all worked brilliantly.

Have a great wedding Kev and sorry I can't be there :(

Thanks!

If anyone was looking after Kevin's best interests I want them lined up against the wall so we can paintball them. I thought the idea was to do as much damage as possible in the time allowed! Actually it appears that the best man was the only one that was damaged when he received a clout in the family jewels. Photographic evidence available at http://www.flickr.com/photos/cosmap/tags/kevinsstagdo/ and on facebook.

Oh, and there is also a video at http://qik.com/video/148154

2008/8/7 Kevin Maude

Guys,

I want to say thank you for making the effort to come and give me an awesome send-off for my stag-do. I had a phenomenal weekend and I hope that you all enjoyed it too. I felt very humbled to have so many of my friends their and to have so many of you safeguarding my best interest.

Even when you were shooting me I could feel the love. Speaking of which, Kevenna says "hello!"

For those of you that will be at the wedding, I look forward to seeing you next week. For those that can't take care till I see you next and stay safe.

Loads of love,

Kevin.

What a crock of S(&%$

Holiday Scam

 

I have just had a phone call from this crowd  http://www.onceinalifetimeholiday.com/index.html  Apparently I have just won a competition which gives me the "opportunity"  to buy a holiday from them at a discount price.  Lucky me!

 

The person on the phone started by telling me that I had completed a competition entry form, this is not true.  When I pointed this out to her she said that I had used my MasterCard or Visa card, but I have not given them permission to use my details!  She was not sure which card I had used and tried to get info from me.  When I refused to give her any info and tried to get some info from her she put the phone down.

 

I have called their UK contact number and, surprise, surprise, it redirects to an overflowing mailbox in the US.

 

They must be desperate for business if they have to make these sort of calls to the UK to try and fleece people.  I really hope the credit crunch hits them and takes them out.  Problem is that they are probably totally fake and are just praying on peoples gullibility and greed, I doubt if there is a real holiday company behind this.  You pays your money and you gets bugger all.

 

Over and out.

American Idiot

They sure can produce a better class of idiot!

Virgin media

Hello Dear Reader,

Are we sitting comfortably?

Good, Then I shall begin....

Once upon a time there was a company that pretended to offer cable TV service. This company was called NTL.

Unfortunately it was crap!

But one great day they were bought by the Great Richard of the Branson and all the people rejoiced as Virgin was known to give great customer service. And thus was born...

 

 

 

Unfortunately they too proved to be crap. Here is an email I have just sent them.....

Where to start? Here we go................

1, I am paying £31.50 for my service. I have a phone line that I do not want or use and do not have broadband. If I drop the phone line my cost goes up!!

If I get the broadband My cost stays the same, but I have to agree to a 12 month contract. This is madness. Why can I not just have TV service and pay just for that?

2, Your auto attendant is awful!

3, People on your help desk just do not listen to what is being said to them!

I thought things would get better when you became Virgin, but Nothing has changed!

Unique Automation at Cidea

Skater Boy

Skater Boy
Originally uploaded by CosmaP

So it seemed like a good idea to go Skating.....

This is the first time in about 15 years that I have been on skates and so I was quite proud that I did not kill myself or doing any serious damage.

This photo was taken at the beginning of the evening. The river path is about the worst surface I have ever skated on, but needs must. We went all the way from Surrey Queys to Spice Island (or whatever it is called now) and back. Next time we will have to find some decent roads.

Yes I know they are not blades. I just can't come to terms with those silly things and so I will stick to what I know!

Onwards and upwards.

Natal Curry Contest

Note: Please take time to read this slowly.    
For those of you who have lived in Natal, you know how typical this is.
They actually have a Curry Cook-off about June/July.
It takes up a major portion of a parking lot at the Royal Show in PMB.
 
Judge #3 was an inexperienced food critic named Frank, who was visiting from America.
 
Frank: "Recently, I was honoured to be selected as a judge at a Curry Cook-off. The original person called in sick at the last moment and I happened to be standing there at the judge's table asking for directions to the Beer Garden when the call came in. I was assured by the other two judges (Natal Indians) that the curry wouldn't be all that spicy and besides, they told me I could have free beer during the tasting, so I accepted".
 
Here are the scorecard notes from the event:
 
CURRY # 1 - SEELAN'S MANIAC MONSTER TOMATO CURRY...
Judge # 1              A little too heavy on the tomato. Amusing kick.
Judge # 2             Nice smooth tomato flavour. Very mild.
Judge # 3 (Frank)     Holy shit, what the hell is this stuff? You could remove dried paint from your driveway. Took me two beers to put the flames out. I hope that's the worst one. These people are crazy.
 
CURRY #2 - PHOENIX BBQ CHICKEN CURRY...
Judge # 1    Smoky, with a hint of chicken. Slight chilli tang.
Judge # 2    Exciting BBQ flavour - needs more peppers to be taken seriously.
Judge # 3    Keep this out of the reach of children. I'm not sure what I'm supposed to taste besides pain. I had to wave off two people who wanted to give me the Heimlich manoeuvre! They had to rush in more beer when they saw the look on my face.
 
CURRY # 3 - SHAMILA'S FAMOUS "BURN DOWN THE GARAGE" CURRY...
Judge # 1    Excellent firehouse curry. Great kick.
Judge # 2    A bit salty, good use of chilli peppers.
Judge # 3    Call 911. I've located a uranium pill. My nose feels like I have been snorting Drain Cleaner. Everyone knows the routine by now. Get me more beer before I ignite. Barmaid pounded me on the back, now my backbone is in the front part of my chest. I'm getting pissed from all the beer.
 
CURRY # 4 - BABOO'S BLACK MAGIC BEAN CURRY...
Judge # 1    Black bean curry with almost no spice. Disappointing.
Judge # 2    Hint of lime in the black beans. Good side dish for fish or other mild foods, not much of a curry.
Judge # 3    I felt something scraping across my tongue, but was unable to taste it. Is it possible to burn out taste buds? Shareen, the beer maid, was standing behind me with fresh refills. That 200kg woman is starting to look HOT... just like this nuclear waste I'm eating! Is chilli an aphrodisiac?
 
CURRY # 5 – LAL'S LEGAL LIP REMOVER...
Judge # 1    Meaty, strong curry. Cayenne peppers freshly ground, adding considerable kick. Very impressive.
Judge # 2    Average beef curry, could use more tomato. Must admit the chilli peppers make a strong statement.
Judge # 3    My ears are ringing, sweat is pouring off my forehead and I can no longer focus my eyes. I farted and four people behind me needed paramedics. The contestant seemed offended when I told her that her chilli had given me brain damage. Shareen saved my tongue from bleeding by pouring beer directly on it from the pitcher. I wonder if I'm burning my lips off. It really pisses me off that the other judges asked me to stop screaming. Screw them.
 
CURRY # 6 - VERISHNEE'S VEGETARIAN VARIETY...
Judge # 1    Thin yet bold vegetarian variety curry. Good balance of spices and peppers.
Judge # 2    The best yet. Aggressive use of peppers, onions, and garlic. Superb.
Judge # 3    My intestines are now a straight pipe filled with gaseous, sulphuric flames. I am definitely going to shit myself if I fart and I'm worried it will eat through the chair. No one seems inclined to stand behind me except that Shareen. Can't feel my lips anymore. I need to wipe my arse with a snow cone ice-cream.
 
CURRY # 7 - SELINA'S "MOTHER-IN-LAW'S-TONGUE" CURRY...
Judge # 1    A mediocre curry with too much reliance on canned peppers.
Judge # 2    Ho hum, tastes as if the chef literally threw in a can of chilli peppers at the last moment. (I should take note at this stage that I am worried about Judge # 3. He appears to be in a bit of distress as he is cursing uncontrollably).
Judge # 3    You could put a grenade in my mouth, pull the pin, and I wouldn't feel a thing. I've lost sight in one eye, and the world sounds like it is made of rushing water. My shirt is covered with curry which slid unnoticed out of my mouth. My pants are full of lava to match my shirt. At least, during the autopsy, they'll know what killed me. I've decided to stop breathing - it's too painful. Screw it; I'm not getting any oxygen anyway. If I need air I'll just suck it in through the 4-inch hole in my stomach.
 
CURRY # 8 - NAIDOO'S TOENAIL CURLING CURRY...
Judge # 1    The perfect ending. This is a nice blend curry. Not too bold but spicy enough to declare its existence.
Judge # 2    This final entry is a good, balanced curry. Neither mild nor hot. Sorry to see that most of it was lost when Judge #3 farted, passed out, fell over and pulled the curry pot down on top of himself. Not sure if he's going to make it. Poor man, wonder how he'd have reacted to really hot curry?
Judge # 3  No Report. 

NatWest

So the Cheque has arrived

Got a cheque from NatWest, and have banked it. A bird in the hand and all that jazz. I still have not decided if I am going to report them to the information commissioner. I want to as I just do not like their attitude and they have never convinced me that they give a shit about my documents.

Or I guess I could call Watchdog. Is it worth the aggravation? Probably, just need to make the time.


Not sure what this will do. Just playing

NatWest

NatWest has issued me with their "Final Response"

Basically it says "Tough Luck, we have lost your stuff and you have to live with that!"

I have spoken to the Financial Ombudsman and it appears that they do not think there is much they can do unless I have documentary evidence of financial loss due to the banks actions, this I do not have, apart from my time.

I have also spoken to the Information Commissioners office. It appears that NatWest have a duty of care to my information (I believe that is rule 7) and it does not look like they have been taking any care, as they have lost it twice! I will have to ponder weather it is worth the agro to pursue this. I do have a month to make my mind up.

NatWest

A reply, at last...

 

Well I finally, after sending another email, have a reply from Elisabeth Mann.

 

Basically they are saying "like it or lump it".  I have turned down the £250 so they are calling my bluff to see if I will go to the banking Ombudsman.

 

The fact is that they have wasted a lot of my time, have lost my documents and have failed to give me a reasonable explanation or even an apology!  For the sake of £250 I think I will call their bluff and take it to the Ombudsman.  This should be interesting.

Greenwich Council

Bins Removed!

 

Well After much aggravation, phone calls and gnashing of teeth they have finally removed the bins, The local paper were interested in doing a story, but they wanted me to dump the rubbish in front of the council offices, I guess that would have been a story, but I was just interested in having the bins cleared.

 

We now understand the new "system" let's hope all stays well....

 

The End??

Greenwich Council

Greenwich's new waste disposal Cockup - 4 Weeks without a garbage collection

Letter to local paper

Hi,

Am I the only one that is suffering because of Greenwich councils messed up "new" garbage collection system?

For 4 weeks now they have failed to pick our bin up. I believe that it is because the bin is "contaminated", if that is the case they are supposed to put a notice through my door or put a sticker on the bin. This has not been done.

I have been on the phone every day since last Tuesday trying to get them to collect the bin. I am willing to say we may have messed up, but there is no way forward other than them taking away and us getting it right in the future.

I have been keeping track of the events (most of them) here http://cosmap.blogspot.com/

I refuse to go through the bin and sort the rubbish as it is now 4 weeks old and that would be unhygienic. I am tempted to deposit the whole bin on their doorstep!

Greenwich Council

Lost for words.......

After all the promises and assurances they still have not picked up the BIN!!!

They are telling me it WILL get done. For some reason I do not believe them.

Greenwich Council

A Call Back...

 

What a shocker!  I have been called back by Celia Johnson.  Poor lady sounded somewhat beleaguered.  I guess she is having to take all the flack for the rubbish rubbish service we have.   She has promised a special pickup today so we can go forward with a clean slate, so to speak.

 

Again I have no choice but to wait and see....

 

Seems to be the story of my life.

 

NatWest

Progress??...

 

So i called Elisabeth to find out what her reaction to my last email was.  Clearly I have shocked her as she has decided to go away for a week.  I, again, requested that the branch manager from Eastbourne contact me.  and Guess what??  He did!!

 

I repeated the whole sorry saga again and he has said he will look into it.  I remain to be convinced.

 

Greenwich Council

Another week Begins...

 

Having had no joy over the weekend I am on the phone again.

 

1st called the "Help" desk.  As usual everybody is in a meeting and all they would do is take my details.

2nd, Called the Chief exec's office.  Spoke to lady who is Mary Ney's PA.  She wanted to put me thought to Celia Johnson, who is supposed to be dealing with these issues (They have so many issues that they have to have a specific named person to deal with them).  I have been promised she will call me today.

 

What a complete shower they are.  We had a working waste disposal system in place and in an attempt to "improve" it, they have messed the whole thing up.

 

And London is to host the world for the Olympics!  ho ho bloody ho!

NatWest

FAO: Elisabeth Mann

Dear Elisabeth,

I actually feel quite insulted by your offer. £250 is approximately 3 hours of my time. I have spent more than 3 hours trying to deal with this.

You have still failed to answer some basic questions.

1, I came to the Eastbourne Branch and filled in some forms and gave some one some ID. This has all vanished. How?
2, I filled in some more forms (as did my sister and mother) and gave you copies of my ID. This was lost. How?
3, I filled in some more forms (as did my sister and mother) and gave you copies of my ID. It transpires that we were sent all the wrong forms and I am not on the account correctly! Why?
4, I have requested that the manager from the Eastbourne branch call me to discuss this. You are not sure if he will, why is that?

What is with the adverts "There is another way" It is just a cynical advertising ploy! How are NatWest different to any other bank? I am still dealing with a call center.

Additionally to this it took you from January 18th to get back to me following our last call.

Greenwich Council

Three weeks without a garbage collection!

Some background....

A short while ago Greenwich Council changed the waste disposal system. We used to have a simple system that any fool (me??) could understand. Rubbish went in to the bin (in the house) and was then transferred to the bin outside the house. Recycling went in to the recycling bin. Two bins, Two purposes, no problem.

Now...

Recycling goes in to the Recycling bin.. Great, I understand that... Nappy's go in to Orange nappy sacks.. Hmmm.. OK, but where are my nappy sacks? I ordered them quite a while ago... A month to be precise! Then these bags get put on top of the other bins, Oooohhh... that will be smelly in the summer. OK, I can deal with that. Garden waste goes in to the other bin (green top), OK, I can deal with that. Food waste goes in to the green top bin, still OK.... What about the other general waste? Put it in black black bags, but not just any old black bag, a "compostable" one, fine and?? put it in the green top bin? Nope. Just pile it up with the nappy bags on the floor!

So outside my house I have...

A Full blue topped bin for Recycling... OK
A Slightly full green topped bin for Food and garden... OK
A pile of orange bags full off smelly nappy's... NOT OK!
A pile of black bags full of... The rest... NOT OK!

The only real difference here is that the general rubbish is moved out to black bags and the nappy's to orange ones, the green bin will be empty most of the time as I do not do much gardening and we do not have that much food waste.

Would it not have made more sense to have the garden waste in the bags and the general waste and nappy's in the bin, away from fox's and, when it comes, heat.

The Problem

For the last 3 weeks they have not collected my rubbish, I have called repeatedly and been told they would do a missed collection, but it has never happened. We do not throw that much away, but the bin is now full! They have not deemed to tell us why they will not collect it. I suspect that this is because of the nappies, but no one will confirm this. It would be nice if they would send us the orange sacks so we can conform to the grand plan.

The thing is that they will not pick the bin up.
I will not climb into it to resort it.

So we have an impasse....

Right this minute I feel like taking the bin to Greenwich Councils offices and depositing the contents on their doorstep!

I have spoken to several Greenwich residents about this, some of them work at the council, would you believe, and they all agree that this is a silly system and whoever thought of it needs a slap with a wet kipper. Apparently they had a very high volume of calls initially, this has now dropped to a constant rumble, so I cannot be the only one suffering from this foul-up.

At last, after me calling them 10 million times I have had a call back from the directors office and a very nice lady, who's name I will not mention as it is not her fault, has said she will see what she can do. It is a bit late in the day for this (literally), but I have been trying all day...

NatWest

Called Elisabeth!!!!

Finally got through to her.
Apparently her number has changed to 020 8236 8119.

The bottom line is that although NatWest have dropped the ball repeatedly on this, it still falls to me to fill in all the bloody forms again! from scratch and go to the bank and give them my identity information AGAIN! so they can loose it AGAIN!

They are going to offer me some "compensation" let's see if this is anywhere near the cost of the amount of time I have wasted on this.

I am furious at their incompetence and inability to show some basic customer service and rectify the issue.

I will be considering where to take this from here, I may have the bit between my teeth will push this all the way. Then there is always TV, Newspapers.

She has offered to give me the information for the banking ombudsman...

NatWest

Called Elisabeth!!!!

No call since the last time, which was so long ago that I forget so I called her.

She is not there, but I have left a message for her to call me.

 

Apparently she gets in at 10:00 am.  We shall see.

 

This is getting really tedious.  The Ads say "there is another way"  Yes there is, it's called another bank!

Bathomatic, The Automated Bathtub Filler, Hits ISE

A unique integrated device that Connects to AMX and Crestron control systems for automatic bathtub filling.

read more | digg story

Integrated Systems Europe

The final day!   It has been a great show so far.

 

We have made many contacts and have many promises.  Now we have to see if they will turn to something real.

 

We have a couple of journalists threatening to come and put us in some magazines…  Oh the tension!  I will have to go and make myself look beautiful (this could take some time). 

 

Thanks to AMX for the party last night.

 

OK, so it is 8:30 and I am not up to speed yet.  I am going for a coffee and may add some more after normality has been returned.

 

Integrated Systems Europe

So here we are.  Second day of the show.  Lots of great feedback and interest in the product.

 

There seems to be a lot of potential in Russian and all of the former Soviet countries.  We have had lots of interest from Hungary, Poland, and all points east.   Actually we have also had interest from Kuwait and some Far Eastern locations.  Very exotic, I shall look forward to going there to “Supervise” the initial installations.

 

These two pictures show our arrival at Rai in Amsterdam and the stand before the mayhem began.

 

I will post more pictures to Flickr when I get to a better internet connection.

 

NatWest

Finally get hold of Elisabeth!!!!

Well I waited till 14:30 for a call and did not get one, so I called her.  Found here on the 1st try!

 

Apparently, though I am on the account I am down as an addition not a regular user!  No cheque book, card or access (unless I go in to the branch in Eastbourne).  This is useless.

 

I cannot even get Internet Access!

 

Elisabeth is going to call the branch to see what is going on.

 

I did mention that I have not been sent back the identification papers that I explicitly requested back.  She will investigate.

 

I also mentioned I am BLogging all this, she was not interested.

 

I have an email address I can use.  It is not hers, but it goes in to a pool and I may get a response in 24 hours!  Welcome to the dark ages.

 

In case you are interested...   customer.relations@natwest.com

 

 

NatWest

I am on the Account.  Nice of them to tell me! NOT!!!!

My sister went to the branch yesterday, apparently I am on the account, but no one has deemed to let me know or to give me any details of how I can access it!

 

Call to Jackie to try and put this to bed

 

• Start at 10:40  Surprise Surprise I am on hold..
• Apparently she is expecting my call.  I have given her the account details and she will call me back.
• 15:00  A call back.  Apparently I am only allowed to talk to Elisabeth Mann.  020 8236 8140.
• I left a message for her to call me tomorrow.  I will not hold my breath.

 

Westminster Council Cave

I have received a letter from Westminster Council.  The long, tall and short of it is that they have cancelled the Ticket! (PCN).

 

The lectured me about parking, and did not apologise for ticketing a disabled vehicle, but they did cave.

 

So take heed all you disabled people out there.

 

WESTMINSTER COUNCIL DO NOT WANT YOU ON THEIR TERF!

 

Basically they do not recognise disabled badges and do not give parking concessions.

 

Heartless gits!

 

NatWest

Still Waiting........

So it has now been 18 days since my mum and sister signed the allegedly final piece of paper to get me added to this blasted account.

Guess what?? Nothing has been heard from Eastbourne.

I am now trying to get hold of Jackie to see where we can go with this.

20 mins on the phone talking to Amy Burgess. All she did was stonewall. I did not have the account number to hand and she would not connect me to Jackie without it. She would not even book a call back.

Finally she has booked a call back between 9 and 12 tomorrow morning.

I will believe that when I get it!

NatWest

An Update..........

After an extended hiatus (our fault) My Mother and sister finally managed to get the forms signed. My sister went 1st, as my mother had already done here part, but, after over an hour in the bank filling things in, she was told that there was more for my mum to do!

The pair of them returned last week and spent anther 2 HOURS! in the bank. We have now been told that it is all done.

It has been over a week with no update, so I am not sure. I will chase next week.

On point of information. My last communication with them requested that they confirm reception of the paperwork and that they return my identification documents when they are done. IN the light of last weeks Government cock-up you would think that they would be extra careful. This does not appear to be the case as they have done neither of my requests!

Not happy.

Lets see if they can finish!

Westminster Council Take the Piss!!!!

This from their automailer. The Pesky parking ticket did not ask me to put the reg number and ticket number in the subject line!! Thank goodness I read the response and can cut and paste! I wait their response... _____________________________________________________________________________________
From : Parking@westminster.gov.uk

Thank you for your correspondence to Parking Services.

We will investigate and respond in writing to your query in due course.

If you have not included your full name and postal address please do so immediately as we cannot reply to your query via email.

Also please ensure that you have included the Penalty Charge Notice (PCN) number and the Vehicle Registration Mark (VRM) in the 'Subject' heading on your email.

Your email will now be processed and responded to in date received order.

Please do not reply to this automated email. If you have any further enquiries you can call Parking Services on 020 7823 4567.

On Behalf of

Parking Services

Westminster City Council

For more information about parking Westminster visit: www.westminster.gov.uk/parking

Westminster Council Take the Piss!!!!

Today, while parked near Covent Garden I was given a very shady parking ticket.

I was correctly parked on King Street and was displaying a valid Disabled Badge.
I was within the 3 hours allowed by the Badge.

The PCN was therefore incorrectly issued.

Upon seeing the notice I called the number on the back of the notice and was told that we should have made a "Contribution" to the parking. I looked everywhere around the car and all all the pillars near by (see attached picture) and was unable to see any indication that this was the case.

I then spoke to Community Officer number CW 7373 who looked with me and agreed that there was no indication that a "Contribution" was required (and can verify this if asked).

When I spoke to the "gentleman" on the phone he was not sure how much this "Contribution" should be.

It strikes me as very unfair that a disabled person should be expected to call the parking c redit card line and make a payment of unspecified value when they have a parking permit that allows them to park with out paying. I repeat there was no indication that Disabled Badge holders have to pay.

I trust have appealed this and will let you know what happens. Rest assured I will fight this all the way!

A Blast from the past!

This is Seth, Cosma (Me) and Iain, in the late 80's taking a look around London, in a break between lectures. Click on the picture or the link below to see some more blasts from the past.

Click here for more Pictures of the Boys!
More from the College Archives...
Originally uploaded by CosmaP

NatWest

The Current Position...........

I received some forms, filled them in and sent them to the address I was given. Somehow they went from Borhamwood to Chatham! They called me wanting to know what they were for. I told them to contact Elisabeth Mann. They did not know who she was!!!

I provided THEM with the phone number and they called her. Here is the response.

---------- Forwarded message ----------
Date: 24-Aug-2007 13:07
Subject:

> Dear Mr Papouis
>
> I have just received a telephone call from Jenny who is based at our
> Chatham Customer Service Centre (CSC). She tells me that the form you had
> completed had arrived at the CSC and as she didn't have all the paperwork,
> hence her telephone call to you and then to me. To keep you up to date I
> have asked her to send the form to James Beeston, via Internal mail, so he
> can collate all the paperwork and then send it to the CSC when it is all
> complete.
>
> I shall be out of the office next week, but if you need to leave a message
> for me, I will deal with it on my return. However, in my absence Nicole
> Cooper will be managing my case load and you can speak to her if you
> urgently need to contact Customer Relations.


How many MORE people will get involved in this simple process???

I JUST WANT TO BE ADDED TO AN ACCOUNT!!!!!

By the way, I have still to receive the confirmantion, that I explicitly requested, that my paperwork has made it to the correct location!

NatWest

Missing post!

You will be pleased to know I have received the form from you. I have signed it, as has my mother, and I shall return it to you asap.

Alas the form from Eastbourne has not arrived, are we sure he has posted it?


On 16/08/07, ~ NatWest CRU <Customer.Relations@natwest.com> wrote:

> Dear Mr Papouis
>
> Further to our telephone call, you can send the signed form to me at
>
> Ground Floor
> National Westminster House
> 225 Shenley Road
> Borehamwood
> Herts
> WD6 1TE
>
> I will then forward it in our internal mail service to James Beeston at
> Eastbourne. Or alternatively James tells me that he has enclosed a self
> address envelope to Eastbourne branch.
>
> If you need to contact me at any stage please do not hesitate to send me
> an e-mail or telephone me.
>
> Yours sincerely
>
> Elizabeth Mann
> 0208 236 8140
> Customer Relations Unit Borehamwood

Norwich Union Direct

The Fun Continues....

Letter sent to NUD in response to a letter from them telling me I owe them money!

Hello Hanna,

Hate to be a pain, but...

I have received a mail from NUD telling me I owe you £10.53.

I have called your Customer services (on 0800 068 3661) and Prem (He will not give me a full name ex - 51408) tells me that it is a result of the cancellation and reissue you did.

I pointed out that this must have been an over site and, after leaving me on the phone for a while, he came back and agreed to waive this cost.

He then adds insult to injury by trying to scratch the £10.53 back by trying to sell me RAC cover! I asked him not to sell me anything and he said that he was not selling, he was offering a service. He did not seem to get it when I explained that if there was a cost associated to this "service" then he was selling!

Anyway. This has now been resolved, but I thought I would inform you.

Perhaps this can be used in training. i.e. When a customer calls with a charge enquiry DO NOT TRY AND SELL HIM MORE!

Thx

NatWest

NatWest's Eastbourne Branch Speedy as ever...

I just had a call from Elisabeth Mann.  James Beaston in Eastbourne is not responding to her calls.  She sounded quite exasperated.  and has promised to escalate this if they do not get back to her.  What is it coming to when the left hand willnot eaven SPEAK to the right hand?

 

Still waiting...........

NatWest

No Paperwork from NatWest...

I find it hard to believe that a letter cannot make it from Eastbourne to London in 3 days

Some Numbers for reference..

Complaints switchboard - 020 8736 8000
Elisabeth Mann DDI - 020 8236 8173

Trying to talk to Elisabeth, On hold for 20mins....

She is not in. Left a message for her to call me tomorrow.

NatWest

The Wondering Paperwork Returns!

 

Having lost my paperwork again, NatWest have (after 2 days) managed to find it in Eastbourne.  Frankly I do not believe this.  Elisabeth Mann told me that she had taken copies of my documents before sending them to Eastbourne, so I think she has sent them down there again.

 

Apparently James Beaston has been told to deal with this personally, and not f%^* it up.

 

But guess what??  They have forgotten to get me to sign 1 more piece of paper!  This is now being sent to me.

 

And Aldersgate branch (Colin Harold) have never called me back!

 

This has gone beyond funny.... 

NatWest

They have done it AGAIN!

 

I have just had a call from The NatWest customer services department.

 

Guess what!!

 

They have lost my paperwork AGAIN!  That makes it 3 times. 

Elisabeth Mann tells me that she stuck it in the post and then went on holiday. There have been some postal strikes so that's OK it is stuck in the post between her and Eastbourne.  I pointed out that I was assured the last time that it went missing that they use secure couriers and if it was lost it was in their internal system.  Sounds like another lie to me!  is this the "Other Way??"

 

I specifically requested that they contact me to let me know where my paperwork was, no one has done that.

I specifically requested that they return the originals to me.  No good they have lost them AGAIN!

 

Elisabeth tells me that it is OK as she took copies of my copy's, let's not worry where my copies have gone.

 

This just smacks of total incompetence.  NatWest bank are incapable of sending some important personal identification between two if their branches without loosing them.

 

But it's OK, they will compensate me, OK that may cover the wasted time, but what about the identity loss??

 

I will give them a chance to rectify the situation, then consider where to go from there.

 

NatWest

Deafening silence from NatWest... 

 

Well on July the 11th NatWest received copies of my documentation again.  Since then I have heard...

 

NOTHING!!!

 

I have just tried to call them and spoke to a colleague of Jackie's, foolishly I did not take her name. Apparently Jackie is in meetings all day.  I left my name and number for her to call me back.

 

I am now going to try and get through to the Aldersgate Street branch on 0845 3017948

 

Mr Judge is not available.  Try to speak to Colin Harold.  Apparently he is with a client.  I will hold....

They cut me off!!!

I called back and, after the receptionist (Emma) tried to fob me off, he mysteriously became instantly available!

 

He will contact Mr Judge to see what he has done with the documents.  I did point out that I had specifically requested that the service centre contact me to conform that the documents had been received.

 

What a farce!

Norwich Union Direct

Cheques have arrived... 

 

and been paid in.  The end of this chapter...  Let's see what the next year brings....

Norwich Union Direct

A Conclusion is Reached!!

 

So after all the faffing we have come to a conclusion.  Many thanks to the people in the UK offices of NUD who have managed to resolve this silly situation.  It transpires that apparently it takes 14 days to update the DVLA DB (This I do not understand, but lets take their word for it).  Due to the fact that my insurance policies coincide with my road tax (silly me I thought it would make life easier) there is no way that I could get the road tax electronically.

 

The only way round this is to cancel and recreate my insurance, the very nice lady at NUD has done this for me.  Let's see what happens next year.

 

This whole mess has just highlighted the failings of call centers.  The fact that they could not give me a working email address, the fact that they did not seem to have the ability to call me back when they said they would.

 

I will not labour the point as I have had long conversations with NUD about this and they seemed receptive to my comments.  They seem to be aware of the issues, but the question is "What can be done about it?"

 

I do not believe that this is limited to NUD, It is a failing of all call centers and it is down to us, the users, to say NO I will not accept this level of service.  The call centers seem to be OK as long as you are on their "script".  The minute you want something different, BANG!  you are in undiscovered country.  At the very least they need an escalation process that includes the UK.  It should go, 1, Call center staff, 2, Call center supervisor, 3, Call center manager, 4, UK Customer Support.....  This should be process, it should not need me to do all the chasing!!!    Arrrghhh!!  Do not get me started again!

 

Norwich Union Direct

Problems with NUD.. Well I seem to be going up the NUD internal ladder....

---------- Forwarded message ----------
From: Hannah Kiteley &lt;Hidden to protect the currently Innocent>
Date: 17-Jul-2007 17:22
Subject: Problems with NUD

Dear Mr Papouis

Further to the post left by Becca Sibley on your blog space concerning the problems you've had with NUD.

Becca has asked me to take a look at these for you.

I can't get you on your landline or your mobile number, but I will try again tomorrow. The telephone number below is my direct dial number, and you can get me on that any time between 10:00 and 17:00.

Thanks

Hannah Kiteley (Miss)
Customer Relations Manager
Chief Executive's Office
Sales and Service

I have actually Spoke to this lady. She seemed very nice. Ho Humm.... are we making progress?

Linked In

Take a look at my Linked in Profile

Norwich Union Direct

Thanks to Ramesh...

For NOT providing me witha valid email address!!!!

---------- Forwarded message ----------
From: mailto:postmaster@cos-c.co.in<postmaster@cos-c.co.in>
Date: 15-Jul-2007 11:10
Subject: Delivery Status Notification (Failure)

This is an automatically generated Delivery Status Notification.

Unable to deliver message to the following recipients, due to being unable to connect successfully to the destination mail server.

mailto:Ramesh.chandran@direct.cos-c.co.in

Final-Recipient: rfc822;Ramesh.chandran@direct.cos-c.co.in
Action: failed
Status: 4.4.7


---------- Forwarded message ----------
From: "Cosma Papouis"
To: mailto:Ramesh.chandran@direct.cos-c.co.in
Date: Fri, 13 Jul 2007 11:03:43 +0100
Subject: Just Checking

You may wish to take alook at this..........

http://cosmap.blogspot.com/

--

Norwich Union Direct

An email and a call from NUD, I nearly fall off my chair...  Again...! 

• Becca. From the Support email number
• Sounded very nice and helpful (and extreamly cheerful :) )
• Let's see where this take us............

 

Norwich Union Direct

My Response

I would love you to address the issues.

The Blog that you have just posted to details all the communications I have had with NUD.

In Summary....

• I paid for my insurance with you.( I was promised 2 * £25 vouchers that I have not seen)
• I waited a few days then I tried to get my Road Tax.
• The Motor Insurance database had not been updated.
• Then follows numerous calls with NUD trying to resolve this.
• I have been lied too. (People offering to call me back and failing to do so)
• People have not recorded information that they have been given (repeatedly)
• It is impossible to talk to a manager - you only ever get "Supervisors"
• My data is still not updated so I had to go to the trouble of finding a post office and buying my road tax.
• No one at NUD ever reads the clients file before asking the same questions again! (case in point NOW)
• You taken through "Security" repeatedly during every call...
• Shall i continue?

Please read the BLOG or your internal records.

Someone read my BLOG!!!

On 13/07/07, Becca Sibley wrote:

Becca Sibley has left a new comment on your post " Norwich Union Direct":

Hello
My name is Becca Sibley and I work in Customer Experience at NU, if you would like me to I can have a look into the issues you are having with us?

My email address is <Blocked out to protect the Innocent, I can always put it back later..>, please feel free to email me and let me have some details.

Becca



Posted by Becca Sibley to Cosma's Life at Fri Jul 13, 03:57:00 PM

Norwich Union Direct

A Call from NUD, I nearly fall off my chair! 

• Gerard.   A manager.
• support@norwich-union.co.uk - A general email address.
• Has not read the log, but does so as we progress through the call
• He suggests that I phone the DVLA and order the road tax as their website sometimes fails
• I point out that this happened last year as well
• Oh!!??
• I tell him that I have road tax now as I ran out of time and had to go buy it at the post office
• So what is the problem now?
• Well I want to know why NUD staff have consistently lied to me, not called me back, not escalated my complaint, not raised my complaint, not logged my comments
• Why bother recording calls when you do not listen to the recordings?
• He said he would send me a letter responding to my concerns and would provide me with the chief executives details if I wish to escalate the issue
• I will ponder this........
• Finnly he offers me a £25 voucher as a "Good Will"  gesture.  This reminds me that they already owe me 2 vouchers from when I placed the insurance.
• Let's see if this arrives.......

Norwich Union Direct

No call from NUD so I am forced to call them again......

• Ask to speak to Ramesh Chandran - 666445.
• As usual I am on hold........... 6 mins and counting!
• As usual this person does not know the story and has not read the database
• Has not read his email and, thus, did not know to call me. (12 mins and counting....)
• Apparently no one sent him an email to call me!
• Finally he acknowledges that I have been getting poor customer service.
• On hold AGAIN. He says it will be 1 minute. Currently 5 mins (17 in total, and counting....)
• Ramesh.chandran@direct.cos-c.co.in
• Alegedly he will call me back. 25 mins on the phone!

NatWest

NatWest get my papers AGAIN! 

• So I went to the branch yesterday.
• The chap there ( I shall not mention his name yet as he has not dropped the ball yet) did not know what was going on and was not interested when I told him.  He got me to sign some papers and took copies of my docs.  I made him certify some further copies and give them to me.
• I have also requested that they a, Confirm reception of the docs at the service centre, b, Send me the orignal copies back when they are done (not destroy them)
• We will see

 

NatWest

Back to the NatWest Saga 

• I have spoken to the local Aldersgate branch who, at the behest of Customert Relations, have contacted me to go through the whole tedious process again.
• I went in there today, but the chap was not there.  I will try again tomorrow

 

Norwich Union Direct

Called NUD to see if they are processing my Complaint 

• Spoke to Fari Velu - 666412
• Explained the situation AGAIN!!!!
• She apologised to me, and I explained that an apology does not make up for my lost time on the phone and the inconvenience I have been put to by NUD.  I have the road tax now, as I did not want to be done for not having it, but I still do not know that my details are on the database.  Will they be there next year???
• She asked me to hold while show speaks to someone
• On Hold for 10 mins!!!
• She informs me that my data should now be updated.  I told her that this does not help me as I have my road tax now and she seemed happy to end the call there.  I explained that I have made a formal complaint and NUD have not responded in any way.  She puts me on hold and goes to check the "Complaints Database".  Not sure why I have to be on hold listening to cheesey music for this to happen.  Call duration 25 minutes and counting.
• Apparently it is not on the database.  She is going to add it.  It will take 48 hours for them to call me back that will be her manager Ramesh Chandran - 666445
• Not sure how he was planning to call me back as she did not have my PHONE NUMBER!!!
• This also puts a mockery on their assertion that Santhosh had tried to call me! 
• I gave her the details and insisted that Ramesh a, reads the call log, b, listens to the call recordings.  I want him to hear that I have been reasonable all the way through and have never shouted or used bad language at his people.  All that I have done is ask them to provide a service that I have paid for.  They, on the other hand, have constantly lied to me and failed to do what they have promised to do!
• Yet again we have to wait!  At least this time I have the road tax and am not against the wall.  I will, however, do some research in the UK to find their head office.

Is this the kind of service we deserve?

Norwich Union Direct

I give up!

• Finally gave up
• I did not want to get caught with no road tax and so I had to go buy it at the post office.  So much for modern technology!
• This bunch of clowns have NOT quoted me happy!
• They have consistently NOT called me back and NOT come through with their promises
• I WILL be reconsidering who I use for my car insurance next year 

What a bunch of clowns!

Norwich Union Direct

Tuesday night and it still does not work!!

• Called NUD direct again
• Shashi is not there, I can live with that, it is late
• Asked to speak to a supervisor.  Waiting......
• Santhosh Kumar ex 666253, a supervisor
• Yet again I have to explain the situation!!!  He is "checking the database".  I am on hold!
• He says that all their systems are ok and I should phone the DVLA.  I have to explain to him that the people on the phone lines use the same database and so it it is not updated they still will not sell me road tax.  On hold again.
• He is now calling the DVLA
• They are closed early because of the poor weather.  Sods law!!!
• He is going to call them tomorrow morning and then call me back.
• I told him that I want an NUD manager to call me to explain why they screwed up and, if they value me as a customer ("Quote me Happy"??) to discuss compensations for all the time I have wasted on the phone!

 

Norwich Union Direct

A Call Back from NU!!!!

 

• Shashi has called back and left a message saying it will work Monday.  Belive it if you will! 
• No explanation as to who this other chap was!
• We will see........

Norwich Union Direct

Still no luck with Road Tax

 

• Tried to get Road Tax again.  No good.
• Called NUD on 0800 051 2382
• Took 10 mins for the chap to admit that I was an NUD customer
• He did not want to put me through to a supervisor, apparently the chap (Santhosh Joseph) I spoke to a few days ago does not exist!
• Finally get through to Shshi - who says she is a manager
• She goes through all the same stuff as Santhosh 2 days ago (including trying to put me through security AGAIN!) and apologises.  I told her that her apology is a waste of effort as Santhosh apologised and I am still in the same boat...  I am on hold....
• She has come back to me.  Apparently it will take some more time to resolve this.  She will call me back (ho ho!)
• Her details are Shashi Kiram - extension 751561 - on the number above.
• Watch this space....

Norwich Union Direct

NUD Drop the ball AGAIN!!!

 

Just tried to get my Tax Discs again.

 

They promised me that it would be ok by now!!!!

 

It is not!  Can't be bothered to call them today.

 

But tomorrow is another day.  Plus I have not have a phone call from them yet!

 

Trying to find the energy to get all the account details together to contact Natwest and get all this sorted out.

Sends a shiver down my spin just thinking about it!

Another useless company. Norwich Union Direct

I paid my insurance
I waited a couple of days for the data to be updated
I tried to get my road tax on line
I get told I have no insurance!!! - NUD have not updated the Motor Insurance Database
I called NUD
After 10 mins of navigating through a ridiculous auto attendant system I get through to a chap that spends 5 mins taking me through security and then does not seem to want understand what I am saying to him
He finally gets the message and decided that he cannot help me so says he is transferring me to someone that can help
No he is not! he is putting me in another QUEUE!!!
Another 5 mins of navigation
Get through to another chap.
I refuse to speak to him and insist on a supervisor
5 mins of pointless argument with him insisting on me telling him the story again and me saying that I do not wish to repeat myself and why did the previous chap not record the details!
I finally relent and allow him to take me through security AGAIN!
On hold for 2 mins
Now I get a "Supervisor" - Santhosh Joseph
I repeat the story
He wants to send me a cover note so that I can get in touch with the DVLA!
I say that I am not willing to. NUD are supposed to provide a service. They have dropped the ball and I have just wasted 20 mins trying to rectify their cock up
He then agrees to send a memo to admin (Why could he not do this in the 1st place!)
He wants to take me through security
I refuse. I will not do it a third time!!!
He sends his memo
I demand to have an explanation from NUD as to why they have cocked up
He apologised profusely and assures me that the data will be updated within 48 hours They will call me or write to me to explain the problem. They have my mobile number.
What I want to know is "Why in this modern age, none of these firms have EMAIL???"

They threaten us that they are recording all calls. I insist that they listen to the recording and train their staff better.

Watch this space

Just had a call from Natwest customer support.

 

They have lost my ID information

They have lost my paperwork

 

Can I go and supply it AGAIN!!!   3rd time.

 

I now need to think if I want to carry on with them. 

 

All faith has been lost.

Natwest Bank Cannot be Trusted with Personal Documents

A Summary. In these times of identity theft and heightened security, Natwest bank do not seem capable of keeping hold of very important personal documents.

They have twice lost copies of my passport and home bills. The saga goes on………..

So where to begin? Well let’s start at the beginning....

My family have a requirement for 2 bank accounts that we can all access. “All”, in this case refers to myself, my mother and my sister.

As my mother has been with Natwest for years, and as the accounts are for her benefit, we decided to give Natwest the opportunity to provide us with the services we require.

My Mother and sister filled in all the relevant forms and then sent them to me to do the same. These we then returned to the bank in Eastbourne.

A few weeks later I was informed that I must go to the branch in Eastbourne with my Passport and some other documents to confirm my identity. I live in London and this was somewhat inconvenient, but I made the effort to be in Eastbourne on a Saturday morning in September ‘06 with the required paperwork.

I filled in some more forms and copies were taken of my Passport and other documentation.

Now I am a busy person, and so I really did not give it another though.

In March ‘07 my sister told me that she had internet access to the accounts and I though that would be useful if I had the same. Then it dawned on me that I actually had received NOTHING from the bank to indicate that I had access to the account!

On the 21^st of March, after much messing about in Natwest’s, phone system I managed to get through to a “Sharron Dixon” on the help desk. I explained the situation and she said she would investigate.
She also informed me that, contrary to the banks adverts, there was no point talking to the branch as they cannot do anything to help anyway. She could give me the number if I REALLY wanted it, but it was of no use to me.

At this point I started tracking the events and will now carry this on with reference to my notes….

March 22^nd

Call from Sharron Dixon (at 13:57), the branch, she tells me, cannot find any record of me going in and do not remember me!

We get cut off and I call straight back (at 14:02), to be told that she goes off at 14:00 and has left!!

Ask to speak to manager and am left holding for 5 mins. “Karren Stott” 08456 072323. Speaks to me

I repeat the whole story yet again and tell her that they have lost my documentation and I may go to the banking ombudsman or take legal advice.

She says she will get back to me ASAP

March 22^nd – 16:33

No call from Karen

Tried to Log a complaint with Customer Relations Department

Sarah Jedrzejczyk tells me that I have made the wrong choice on the menu (even thought I pressed option 2 "Customer Complaint")

I spend a further 50 minutes on the phone waiting for her to put me through to the correct department.

Julie Oswold - 0131 338 0235 - She is now trying to help. 17:32

I called the customer number again, and now option 1 says "Customer Complaint!"

March 23^rd

I have made a formal complaint to Natwest about their loosing my personal documents, in the interim and in order to progress things, I will be filling in paperwork again.

I will, today, go and get a form from a chap in my local Natwest Colin Harroll. I will then get mum to sign it, and I will sign it. I will, at that point, give it to Mum to bring it to my sister who can fill in her parts and take it in to the Branch in Eastbourne. We have been given the names Keri Cook or James Beaston in the Eastbourne branch. They will know what this is about and will ask my sister to sign the form again to add me to the account.

At the same time Colin Harroll will send the copies of my documents to Eastbourne by the banks couriers

This was the plan. I made Colin copy and sign the copies in order that I could retain proof that I had been there. Turns out this was a good thing to do.

Collin did not give any papers to fill in.

Tried to call Julie Oswold to discuss; had to leave a voice message.

March 23^rd – 17:19

Call from 0800 0154212 Jackie Kempton.

She is now running the case from their part

April 2^nd

Jackie called. They have not progressed. She has sent my mum a form I told her that mum already had one. We have signed it and she is getting my sister to sign it and take it in.

She will call back Weds

My sister calls and tells me that she has been to the branch.
One of the named contacts was running out of the door and would not stop to talk.
The other does not know what this is all about!! She explained the story and he took the papers.

April 20^th

Spoke to Melanie at the complaints line at 14:34.

My sister has been to Eastbourne branch and they have lost the info yet again.

April 23^rd

11:30 - No call back, from Friday. Try to contact Jackie

11:37 - Still holding, tried again

11:40 - Got through. She is busy and will call me back

15:56 - No call back. Called Jackie. They do not know who she is!!. They are trying to find her.

They have found her, she is on the phone, I explained that she was supposed to call me Friday and this morning. I will hold.

Naseer Zamir - 0845 6000732 - Says she will call before 6

Direct line for Jackie 0800 0154212 - Option1

17:22 - No call-back. Tried to call again. She has just popped out. Will call me back ASAP.

17:50 - No call-back. Tried to call her. The office is closed!!!!

April 24^th

10:35 - No call back. Called Jackie. On hold for 21 minutes. Shamima says she will call back within 30 mins.

11:06 - Jackie called back. She will chase Aldersgate branch to see what they did with my details.

11:20 - Jackie Called back and told me that now Aldersgate seem to have lost my details!!! I have asked for the manager to call me.

14:45 - No call back from manager. Called Jackie again. Got cut off twice. Got through after 10 minute wait. Jackie has popped out, but will call me back.

15:15 - Call back from Jackie - Branch manager has promised to call me before 16:00

16:12 - Colin calls from Natwest Aldersgate Branch. He is sure he sent the info. He is chasing Eastbourne to see where it has gone. He will call me back.

020 7600 0207 - Colins DDI

17:25 - Colin called back. Eastbourne denies all knowledge. He is chasing.

May 30^th

Got Letter from Natwest Customer Complaints department (Elisabeth Mann). Lot’s of waffle and let’s brush it under the carpet. I will attaché it here at some point.

12:50 - Called Looking for Jackie - She is not there. Left message for her to call me.

14:15 - Jackie called back. They are still investigating but did not know the account number!!! We supply it to her.

June 6^th

Called Elisabeth Mann. She is not there so spoke to her "boss" Graham Edwards.

I am now faxing the docs I have to him to see if we can progress.

020 8236 8010

That was 13:07. He is supposed to call me back to confirm reception

It is now 14:16 and I am still waiting.

14:19 Graham has just called he has the Fax, but cannot find the account number!!!
I told him to look harder.

Ok. So that is the story so far.......... Let's see how we progress.

What a year!! Well Alexander Cosma Papouis arrived on the 29th May.

LAST YEAR!!

OK so he has just had his 1st birthday!

Its been a busy year!