Friday, July 16, 2010
Banking customer service- WOW moment
I am thinking about switching banks. I got a phone call from Chase yesterday(our checking bank). I missed the call so I called back so I know this is actually my bank branch. They informed me they were withdrawing $200. I said excuse me? what are you talking about. They informed me they incorrectly processed a deposit/withdrawl that I made April 1st. I deposited a $5 rebate check, and withdrew $200 cash. The assistant manager informs me they processed it as a $205 check instead of withdrawing the money, so they would be withdrawing it now. Now I refuse to agree to anything unless I can see written proof-the statement for that month shows only a $5 deposit, not a $205 deposit. So I asked her to please send me documented proof in writing so that I could see. I think this is a completely legit question. She started to yell at me that I should just believe her I shouldn't need proof (HELLO RED FLAG #1). The fact that it took nearly 4 months to notice is kind of a big deal to me. (RED FLAG #2). The fact that the assistant branch manager is yelling at me and talking to me as if I'm a criminal because they made an error is definitely Red flag #3, it's not my fault they did something wrong in their computer. My problem is I have a receipt from the transaction showing they deducted the $200 they claim they didn't. So I am seriously thinking of switching. We've been with this bank for 5 years and previously had a car loan through them. But I've never had such poor customer service in my life. I would never dream of yelling at someone for asking for documentation.
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Not acceptable! I would go over her head.
ReplyDeleteI hate Chase! I finally got rid of them (officially as of tomorrow). I say make the move. We have US bank, and I LOVE them! And our local credit union is great too.
ReplyDeleteGoing over her head won't do you any good with this bank. They bought out Washington Mutual where we had accounts. We have had nothing but problems with them since.We can't even see our interest online for our CD. We went to Jamie Dimon, the Prrsident and he passed our complaint down the line. We were told that is the way it is. The Washington Mutual Accounts that we have you can't see it; only if you were originally with Chase. We have a very large 5 figure CD with them and the term is up in soon! I will be taking that money out of that bank as fast as I can on expiration. I also have a large account with US Bank and their customer service is top notch!
ReplyDeleteI wish I could say I was glad to be in good company with you ladies- but that fact that we've all experienced such poor customer service is appauling to me. I work in marketing/customer service and I'm just shocked. So far I took my complaint as far up to the regional manager in charge of Indiana and Ohio branches. I received a written apology and a phone call from him. He asked that I not take my business elsewhere gave me the song/dance about valuing me as a customer. I politely informed him that for the most part I've had previous good experiences but after this incident from someone in management is unacceptable to me. He offered me $20 to stay (via Visa gift card). I explained my concerns to him and he gave me his "promise" this wouldn't happen again. I then asked the following questions:"You are not at the branch, how can you promise I will not be treated like this again?" His reply: "Well Uhmmm" Question 2 "Has the individual been fired from my branch, is that how you're promising it won't happen again?" His reply: "Well no actually recently promoted to branch manager...." then he just fell silent. So I responded with "So poor customer service is rewarded?" He just started to stammer and changed the subject back to the speech about being valued customer over 8 years. I basically ended the discussion with "So you can make a customer service promise to me that I already know will not be kept?" He didn't have a decent reply he just said thank you for my time and apologized again. I thanked him for taking the time to call me because well those are the manners my mom raised me with.
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