Who are you talking to?


I recently set up online banking with my bank. I achieved it but only after nearly having a nervous breakdown.

It went like this:

First phoned and was sent an allocation code in the post which arrived a week later.

Phoned again, passed to someone to quote my allocation code. All fine so far.

Then transferred to another person to receive a customer number but transfer broke down.

Phoned again, first put through to allocation number man again, then transferred to customer number man. All good this time.

Then transferred to someone to give my chosen password. My password is a well known place name, I use it all the time (naughty me but at least I can remember it!).

Then transferred to an automatic response to key in my pin number. Then everything complete. Time taken so far – 30 minutes.

So on to the digital banking website to do my first transaction with the RBS.

Key in customer number. OK.

Key in first, third and fourth numbers of pin number. OK

Key in second, third and eighth letters of password.

Sorry password not accepted in red letters. Oh, I think must have miscounted the letters, try again.

This time the first, fourth and seventh letters required. Red letters come up again, password not accepted.

So I write out my password and number all the letters and try for a third time. But this time I am locked out.

I phone again but even the person in RBS cannot get into my account and my explanations that the person I gave my password to originally clearly cannot spell, fell on deaf ears.

I had to start again and wait for a new allocation number to arrive in the post a week later. Then went through the whole process again only this time I spelt out my password letter by letter.

Moral of the story: always spell out words on the phone, the person listening might be dyslexic.

From frustrated bank customer.


Published by Dyslexia Scotland

We encourage and enable people with dyslexia, regardless of their age and abilities, to reach their potential.

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