Monday, November 4, 2013

Why do I bother?

Yet another incident involving our online banking "tech support". 

Very similar to the linked thread: customer calls in to make sure that a balance transfer he set up online is pending. Once again, there is no transaction pending on the credit card but there is a system-generated comment on the account that the customer made the request online. No confirmation that it is processing, and no rate information.

I put the customer on hold and call over to online banking and was yet again stunned by the complete lack of professionalism. I must be more gullible than I thought; I don't know why these people surprise me any more. The rep finally got around to asking me for the account number of the credit card or debit card for the account. Keep in mind that I just told her that I was calling from Card Services for a customer who had requested a balance transfer...

She seemed very confused and asked me if this was a credit card, which I confirmed...multiple times. Then she advised me to call the credit card department... "That is the department from which I am calling, and what I need is for someone in online banking to verify if this balance transfer was set up correctly online and at what rate. Once again, it is not showing as a pending transaction on his credit card but I understand that this may be because he just requested it earlier today."

Cue more hemming and hawing, so many "um"s and "uh"s, followed by the rep informing me that she does not have access to the customer's credit card information, only his deposit accounts (never mentioned previously when she was verifying whether this was a credit card or a debit card!), and that she does not have access to his online banking profile at all. When I asked her who I might call who would have access to his profile, she was absolutely clueless and again recommended that I call my own department for information on balance transfers. 

Let's just make a long story a little bit shorter and concede that we round in circles a bit more with her unable to provide me with any information leading to a department with access to actual online banking support and me getting more terse in my replies...ending with the customer hanging up because he had been on hold for far too long. 

The kicker? Just as I realized that the customer had disconnected, the other rep said, "I'm sorry, but I will not be able to assist you with that information today."

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