Don’t mess with the hoarse woman with the flu who’s having a hard time breathing.
My credit union overhauled their online system, and a week ago I found I couldn’t get in. I called, they tried, it didn’t work, but my brother-in-law was on his way over and I just had to leave it at that. And then of course I got sick.
Time to try again. Long wait. (I’d have sworn that was my friend’s oboe solo in that hold music. Small world.) We were far from the only ones the update messed over.
Got through. The clerk tried unsuccessfully to make it work–
–and then the line went dead.
Called again. Waited again. The next clerk tried to help–and when it didn’t work, told me baldly that no she couldn’t help me. When would Mr. H be available?
Wait. What?
He’s the primary name on the account, ma’am.
Would you give me a different answer if I went into your branch in person? (As if! right now.)
She hesitated; No, ma’am, they’d tell you the same thing there.
This stiff-the-housewife thing: AmEx used to pull stunts like that, they don’t anymore, they learned. It’s not good business to take the mommy wars to the mommies.
What time do you stop taking phone calls?
Six o’clock.
He won’t be here.
They tried to tell me he could be interrupted at work to take care of it, I flatly said no.
So you’re telling me you’re not going to let me access *my* money in *my* account? Tell me, I said wearily, why do I bank with you?
Boom! The magic words! All the sudden they snapped to, did whatever they had to do to the system, told me to try it now, and bam I was in.
Would it have been so hard to have done right by me the first time? I can’t see how I could ever have any customer loyalty again, since they had zero to me.