Sunday, October 15, 2006
What The Heck Happened to Customer Service?
The Customer Always Comes First… Yea Right!!
Don’t believe the old adage “The Customer comes First.“ The other day I went into my bank to find out about a charge that the vault keepers assessed. Based on my calculations and the fact that I have 3 bank accounts plus an additional Overdraft Reserve, (ODR), account linked to my checking account to cover any unforeseen miscalculations in balance, I should not have been charged any fees. Well, morning strolls around and I happened to look at my account online and discovered the $32 Insufficient Funds charge that had hit my account. Well “we will have none of that” I said, and it was off to the Bank. Let me digress a bit, two weeks prior to this the lovely bank changed it’s Teller System thus creating a totally separate account for my ODR no longer including the balance in with my checking account. This means that the account looks a lot different as they continuously have to transfer funds in and out of the checking account from the ODR account. However, if you follw the basic accounting flow it is easy to understand. Getting back to the story, I went in to the bank and questioned the “Platform” person, lets call her “L”, about my account. She is a very nice person and we have known her for six years of banking in the current locale. She was confused about the entry and had to ask the Teller Manager about the entries. This lady is a real 
!!!
Well she attempted to explain to “L” why the charge was placed. “L” explained it to me , but being that I know accounting and worked for the Bank for 17 years in the Accounting Systems and Control area, I knew she wasn’t quite understanding that they were not taking into account the payments that I had made to the account. Well upon hearing me try to explain this to “L” , decided that she needed to be in the middle of it and abruptly announces in a loud voice that I should stop yelling at “L” and that I was overdrawn and that is why I got the charge. I explained that I wasn’t yelling and that no I wasn’t overdrawn and why. She again “yells” to us and all present in the bank, “Stop shouting at “L” you were overdrawn and she can’t help you any way you need to call Service Line. We can’t help employees with their accounts any longer.“
Ok that definitely shows me that Customer Service is still important to todays Big Corporations!! By the time I left feeling like 
, however, I maintained my composure and left. Oh how it annoyed me to let them treat me like that!!! Now I understand why people are leaving banks and going towards Credit Unions!! 
Tags: banking, credit unions, customer service • (1) Comments • | Permalink