My complaint:
My wife was killed in an accident, I removed her name from the bank accounts, but I noticed my bill pay checks were going out with my Wife’s name only. I went to the bank, and they said they would open a trouble ticket. Ok so, it has been over 2 weeks of phone tag with someone named Lisa, I left many messages to just fix it. Lisa called today and said the ticket is still open and they are working on it, I told her what happen to the good old days of service when you went to the bank and talked to someone you knew and i got fixed. All I got from her is all of the excuses why they can’t do that, and this just got me more angry, and she would not hear what I was trying to say about why I was unhappy. Train your staff to just hear people when they are frustrated and not explain procedure and make excuses. I told her when I removed my wife’s name from the account, I could not deposit a check made out to her, so how do you have the right to write one in her name??? Now I want an explanation on that, sounds like you don’t practice your own policies and procedures., People get back to face to face customer care and you will beat all of the banks, Us old people like that, and we have the money in the banks, wake up!! Now lets see how long and how many phone calls it takes to get a response.
Suggested solution:
Train people to hear the customers, don't talk over them and if they want to swear let the swear, we are venting, frustrated, and feeling like a number shame on you
