Customer Non-Service

Jeff and I have long been frustrated with our bank. But, the thought of moving the six accounts we hold there just seems too daunting a task, and it never seems to make it even to the top ten on the priority list.  But, if they keep up their amazing customer non-service, we just might have to get serious about making a change.

For the last couple of weeks, we have not been able to log on to online banking from our laptops. That is inconvenient, but we have just been logging on on our phones instead. But, today, I received a message when I tried to log in on my phone that my account had been locked. Which meant I had no choice but to call the ridiculously unhelpful customer service department. Someone answered, required me to answer a million questions to verify my identity, listened to my problem, put me on hold and then, without further explanation, told me she would have to pass me along to someone else. Fine. Next person answers, asks me the same million questions and then asks me what the problem is. I explain that I cannot log on to my online account, and she tells me I need to use a different browser. Well, I don't have another browser on my laptop, but I tell her I can try on a another machine. No luck with that either. So, she then proceeds to scoff at the fact that I don't have any other computers or browsers to try and tells me that, in that case, there is nothing she can do. She simply cannot help me and apparently can't point me to anyone who can. Then the following conversation took place:

"So, I can't use online banking at all?" I ask.

"Well, can't you just log on from your phone?" she replies.

"I don't know. I wasn't able to log on from my phone earlier, which is why I called you."

"You mean you haven't tried to log on from your phone since you talked to the other rep, because I see here that that person unlocked your account?"

"Um, no. I have been on the phone the entire time, waiting to talk to someone who can help me."

"Oh. You mean, you are using that same phone?!"

"Well, yes. It's the only phone I have. But I can try it when we hang up, and call you back if it doesn't work."

"Ok. That sounds good. Is there anything else I can assist you with today?"

[Words screamed spoken only in my head while banging it against a wall] "Are you kidding me?! You haven't assisted me with anything yet!!!"

Ugh! Anybody out there have a bank they love, with excellent (or at least not lousy) customer service?