Caixa Bank Seldom Answering Phone or Emails

I have an account with Caixa Bank (Formerly Barclays) and am receiving absolutely terrible service. I have been with the bank for 25 + years and feel disgusted at their behaviour.

I unfortunately requested that my lawyer transfer some funds from a recent property sale to my Spanish bank account where I would later carry out a currency tranfer to a uk bank. On the very rare occassion, where I managed to speak with a sub manager at the bank, I was informed I could make up to a 20000 Euros tranfer free of any charges. However, when going on line to use my online account I enter a section whereby I agree to a 0.4% charge of the amount being tranferred. Nowhere is there any section that shows it will be free (even though I have confermation in a written email from a manager) that it is up to 20000 Euros. I have tried to call the bank with it ringing to the point of cut off. I email this manager to query this situation and receive no response. Does anyone know how to overcome this awful and stressful treatment ?

Chris

You could perhaps try to contact them via their Facebook page. Did you check out my previous suggestion of speaking to Currencies Direct? They may be able to sort everything out for you, including your conversion to Sterling and transfer to UK account. 

Is there a Banking ombudsman that you could report this to if you do not get this resolved, or maybe the threat of reporting them might achieve a result?

The complaints forms are the simplest way to get any business to get their act together - but in Cristo's case, (presumably) not being in Spain makes that option rather obsolete. 

I believe Spanish banks have a formal complaints procedure, just as UK banks do, and that there is an equivalent of an ombudsman to escalate complaints to if necessary. However, unless he/she is fluent in Spanish and willing to wait several weeks for a response, this is not really going to help Cristo much. Other than keep trying, or what I already suggested, the best option is to jump on a plane and go into a branch to sort it out. Then at least he can be lied to, to his face! To be fair, I should point out that (in my experience) UK banks are not much better when trying to deal with them from afar. 

The complaints forms are another waste of time and the business will always give a view in their response that will more often than not will simply negate any complaint you have

Best option for the OP is as you say get on the plane and do a face to face