My complaint:
After getting a credit that I missed a payment on this card we never use I tried logging in on the website(it was an annual fee charged and I have never received my estatements since I signed up for them) – although I have my card number and password they added a step where they send you a code to a phone number – problem being its our old landline number they have on file which we don’t have plus you can’s send a code to a landline.
2,5 hours on hold finally talked to someone who said one of my answers didn’t match – so instead of telling me which question she said I have to go to my branch – we live 175km from a BMO branch – not driving there for nothing. so I asked to speak to a supervisor. She pretended to try and get ahold of one, put me on hold for another 12 hour to come back and tell me she’ll have the supervisor call me – gave my number – surprise, surprise – no one called back .
Next day call in again – the automated service said expect a 2 hour wait – 4.5 hours someone finally answered – same thing except he offered his supervisor right away – now it’s been another hour on hold I’m still waiting on supervisor. I’m doubtful I will get anywhere today – in which case I will pay the annual fee just to clear it up and call and report it lost and cancel my account totally.
Suggested solution:
1. Hire more CSR\'s - a normal wait time of 2 hours is not acceptable.
2. offer a call back option - other companies that have long waits offer this and at least you can go about your day without sitting on hold.
3. Since they can\'t use my non existent land line why can\'t a code be mailed out to me?
