In some instances, a GB Bank customer service agent may raise a support ticket on your behalf - this will most likely occur when you have called our freephone number and we have been unable to resolve your query on the phone.
When this happens, you will receive an email telling you either that a ticket has been created on your behalf, or that your ticket has been updated. The following guide shows how you go about accessing these tickets.
1. Log into your customer portal. If you need a guide on how to log into your portal, please visit this link.
2. After logging in to your customer portal, click Help on the navigation bar on the left hand side of the page.
3. This will open our Help Portal in a new tab. At the top right of the page, you will see an option titled "My Messages". Click on this.
4. This will open a view that looks a lot like an email inbox where you can see your support tickets. If a ticket requires your attention it will have an "Awaiting your reply" tag on it.
Clicking on the subject field will open the ticket for you to read and respond.
5. If you scroll to the bottom of the ticket, you will see a box that says "Add to conversation". Click this to reply.
6. Once you have clicked above, this will open up a text box. Your options here are:
- Click into the reply box and type your response.
- Click into the "Add file or drop files here" if you need to attach any documents to your ticket.
- Once you are happy with your response, click the Submit button.
7. Once you've submitted your reply, you'll see the following message at the top right of the screen. A GB Bank customer service agent will now pick up your ticket and respond as soon as possible.