I value good customer service. It is what I consider to be the most important thing about running a business. That is why it is surprising to me when I run into poor customer service. Last night was the tale of two customer service agents.
Let me tell you something first. I am starting to really dislike banks. Mostly because they aren’t honest about what they are. They are retailers of money. When you put money into the bank you aren’t simply storing it somewhere. The bank uses your money to make themselves money. When you put money into the bank you are investing in the future of that bank, and banks should return that profit to you, and that is what they used to do.
With my current feelings about banks out there in the open let’s move on to the experience. The final audit for the estate is ongoing and there is a piece of information missing, and that is the final statement for the personal account. I called the other day and was told it would be easy to get, and then it suddenly wasn’t.
I called Truist a couple days ago to ask for this statement, and was told if I visited a branch they’d be able to print it out real quick. Therefore I visited a branch and there I learned it isn’t that simple. The banker couldn’t get into the records and so I left with no statement and a vague promise to email me the equivalent of a banking doctors note informing the attorneys the bank couldn’t help.
However, during the conversation with the banker she told me that with the online login she could have pulled up the account. Therefore I tried that and it did not work. First I had a little trouble getting a hold of my sister to get the information and then I got into the account but then the two factor authorization came up and I ended up calling the number provided for assistance.
My timer has gone up so I will wrap up quickly. The first person I talked to asked me to answer a series of questions that I answered correctly and was told I was incorrect. I literally read the answers off the screen. I gave that guy a piece of my mind and told him where he could go and what he could do when he got there. Then I called back and got someone online slightly more helpful. They still wouldn’t help but they at least acknowledged the situation. In hindsight when they kept mentioning their policies protect their customers I should have reminded them that I am the customer. My father, unfortunately, no longer is.
David Huzzard Writes 