PCS LEGAL
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Extremely frustrated
I am extremely frustrated with the customer service I have received, it is nothing short of appalling. This is the second negative review I’ve felt compelled to write, and I even submitted an email complaint on 2nd December 2024 to which I still haven’t received any response. On the day of completion, they completely botched the figures, creating such a mess that they mistakenly told me they owed me money instead of me needing to make a payment to them. I attempted to reach out to them several times throughout the day, but each effort seemed futile. Just twenty minutes before their closing time on that Friday, they sent me an email with a figure that was completely incorrect. The anxiety that surged through me upon receiving that last minute information left me feeling stressed and restless all weekend long. On Monday, it was corrected, and I paid the owed amount and completed. I believed that everything was finalised but unsurprisingly there was a significant oversight, my name had not been transferred onto the service charge account. In an effort to rectify this situation, I reached out to the service charge company to set up the account myself. However, I was informed that I was not permitted to do so, as the solicitors possessed all the necessary documentation to verify my status as the new owner. I contacted PCS and was informed that they had never encountered this issue before, which the service charge company found quite concerning. To expedite the process, I sent an email on the 15th February with all the necessary information they needed to update their records. However, I did not receive any response. I sent a follow up email on the 19th February, yet again, I was met with silence. Frustrated, I decided to call on the 20th February only to be told that all the necessary documents would be emailed to me that very day and that I would be included in the correspondence. Unfortunately, the promised email never arrived. The following day, on February 21st, I called again, only to encounter a rather unfriendly receptionist who was unhelpful and curt. Although I asked if she could check my account to see whether the email had been sent without me being included, she informed me that she was unable to assist with that and abruptly hung up. The lack of communication and support has been incredibly disheartening, leaving me feeling lost and frustrated in this process. I find myself in a position where I feel compelled to initiate a formal complaints procedure with the legal ombudsman. This situation has left me feeling anxious and fearful about the potential for a hefty bill if my account isn’t established promptly.