A poor experience converted by a competent customer enlightened Consultant
Being a self-funded retiree, my application for a credit card did not run smoothly. I needed the card to benefit from Vitality incentives. After a long drawn out process I was eventually approved for a credit card and told to "view the offer on the App" I did this but also made use of and option, on the app, to "Browse other products". This collapsed the process and is clearly a significant flaw in the app. Not so says consultant 1, as it was "my fault because I shouldn't have selected that option". My view is that any option is a legitimate option, otherwise it should no be there. Note also that there is no cancel, escape, go back or undo button. More delays and very slow progress until an competent and enlightened consultant called "Buyi " came to the rescue. What a pleasure to deal with her. Unlike her colleague, she immediately grasped what was going wrong and, within a few hours , had rescued the situation. Thanks to her, I now have my card. This employee is a gem and the management should take note. Either a bonus or a promotion would be appropriate.