Articles

>My Banking customer service story…

In banking, work on March 14, 2009 by mstevensrev

>I have been a member of a credit union back in MD since I was about twelve years old, maybe earlier. While living there had a great experience and therefore thought that credit unions were great. After I began moving around the country it was not as good of service, but I understood because 95% of their customers were local and that is what they needed to focus on. So over the years I’ve open accounts but never closed my credit union account.

Just the other week I started using new personal finance software, and I wanted to like this account to my overall profile. It had been ages since I used their online banking and of course I got locked out because I couldn’t remember my member number or password correctly.

So that got me to call them today. I had found an statement with my member number, after I finally got through they told me the account was closed because of inactivity and when that happens all the funds go directly to the state of Maryland. Nice, thankfully it was only $10. I asked about if they normally notified people they were doing this and they said yes, but I had not been notified and they had no excuse.

The really fun part came when I said. Look if you all don’t want me to have an account no problem, please just provide me the information I need to link the credit card associated with the account. This was the card we used for our trip to FL last month. I wanted an exact number so we could pay off that trip. That got them very interested. “Every credit card must be linked to an open account, how do you have a credit card?” I thought okay this is how they are going to settle this because of credit they are suddenly interested in me as a client.

It get better. Okay Mr. Stevens, even though we closed your account without notifying you, and we have allowed you to keep a credit card which is not standard practice of our bank, SEND US A CHECK SO THAT WE CAN REOPEN YOUR ACCOUNT. I laughed and asked them to say it three times, laughing more each time though she wasn’t getting the joke. I said you made a mistake, you don’t have any answers as to why the mistake was made, and now you solution is for me to send you more money, does that seem reasonable to you? Anyway, I said there is no way I am sending you money unless you reopen my account, they told me they will look into other solutions and contact me back on monday.

Banking doesn’t make sense the way we do it. The service sucks. This case is even worse because it is a small bank on the east coast therefore I can never remember to call them during working hours during the week, and then on Saturday they don’t have qualified people working and or I have to wake up early to call.

I wonder how my clients would respond to, “Yes, I made a mistake and I don’t know why. Can you send me a check so I can correct it.” Classic.

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