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November 10, 2006
The Impossible
As most people know, Im the type who lives paycheck to paycheck. My bills are paid but I spend what little I have left over.
Yesterday I woke up, checked my bank account (as I do religiously), only to discover that the bank processed a check written for $801.90 as $1229.00. This left my account overdrawn and me without funds.
This also left me without food or finances and when I called the WORST customer service ever (US Bank), and going through person after person trying to get this corrected, only to end up with the WORST manager Ive ever encountered (US Bank), who tells me it could be up to two business days (being Thursday, two business days could be Monday), before they research it and correct it. It was unacceptable.
Here is my letter of complaint. Needless to say after she said it was impossible to have it done any quicker (and verified with my local branch manager), I did have this resolved this morning, thanks to finally an intelligent Branch Operations Manager there. It was done within 24 hours.Dear US Bank,
Attached is a proof of an error that US Bank has made which has caused my
account to be overdrawn. I understand that mistakes do happen, however in
my situation, I am now without money to carry on my normal daily routine
which does include eating and survival.
When I contacted your call center, they did issue a request for an
adjustment however I was informed that this would take 2 business days.
This is unacceptable since this would require me to go without food for 4
days (being today is Thursday and 2 business days would put this at
Monday).
Along with my request to have this rectified today, I went through a
filter of very poor Customer Service representatives including a
supervisor named Trudy who I will say is the worst Customer Service
Supervisor I have ever spoken with.
I have been in Customer Service myself for over 10 years, and with my
experience, I have also known that although the Customer isn’t always
right, when a mistake is evident such as the situation below, there is
always exceptions to the procedures we follow to go above and beyond to
take care of them. With this, I realize my account hasn’t always been
exceptional, but I do feel in this situation, it is an obvious error on
your banks part and I would have expected more curtousy and accountability
for the banks error. I would have also expected a bit more sympathy about
the situation.
Instead what I received were condescending remarks, refusal to give me
information about filing a formal complaint with the FTC, as well as who
Trudy reports to in order to file a complaint about her demeanor on the
phone. Eventually I was able to get both the mailing address to US Bank
for complaints as well as the email address to send it. I have still yet
to complain about her to the person who she reports to which she stated
was her “local branch”. I asked several times who she reports to and
several times I received an answer of “no one”. After continuing my
asking, she did mention she reports to “my local branch”.
Further more, she stated there is “no one at this call center” who is
above her and continued to compare me with John Doe down the street since
they get many calls a day about these kinds of errors.
Along with several other questions I asked, such as the operations
managers name and the address to the FTC (which I had to research to find
out which government agency banks report to) for complaints, I received
the response “I don’t have that information”.
She continued to imply that it was my fault that this happened and would
not offer any assistance in rectifying the problem. She was however
willing to wait on the phone with me for an hour and a half for my branch
to open so we could conference them in on the call. To me that’s a waste
of US Banks time and money as well as my own.
What I would like is simple. I would like the address to file a complaint
with the FTC and/or any other organization that regulates how a United
States bank operates, as well as this matter taken care of today as it is
obvious that this is an error and does not require much research. I would
also like to have a formal complaint made on Trudy (who is not required
for security reasons to give me her last name).
Im not happy about the situation as I have no fund now to live on for
possibly 4 days and 1 day would be difficult without food.
Sincerely,
So after spending the day fighting to get this resolved, it all worked out in the end but after this, I can not, and will not recommend US Bank to anyone nor will I continue my account with them. I did send a letter to the CEO as well to complain.
On a better note, Stephen was around who definitely brightened my day. That evening I was in a mood just to be home by myself, feeling exhausted from the fight, and he convinced me to let him buy me dinner. I met him down at Castro and he bought me a rose which definitely put a smile on my face. We went to Asqew and had dinner and then came back to my place here. Relaxing, talking, sharing youtube videos, it definitely took my mind off things. He spent the night again which its been nice when he does. Its nice holding someone and being held which is something Ive missed for a long time. Its still a bit scary.
Posted by Des at November 10, 2006 06:56 AM
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