First Direct is one of 50 firms warning of a rise in abuse by customer in the run-up to Christmas.
In July, First Direct faced complaints from customers about long call waiting times. It apologised and promised to hire more call centre workers.
According to new research from the Institute of Customer Service, 60% of customer service workers have experienced hostility in the past year. And nearly half of those who had faced abuse said customers were becoming more aggressive because of stock and staff shortages. Jo Causon, chief executive of the Institute of Customer Service, told the BBC: "Workers are saying that people are becoming more aggressive, and there is a huge concern that actually this is going to get worse as we build up to the pretty challenging Christmas period.
She quoted one supermarket worker in her constituency as saying: "Abuse is a regular occurrence unfortunately. I've been sworn at, spat at, pushed, had trollies rammed into me, had grown men tell me they will rape and kill me." First Direct said its management would listen to more of the calls it received to ensure it tackled "key questions and issues that the customers have". But Mr Pitt said the bank would close the accounts of highly abusive customers.
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