Subject: Online banking
I find reading these funny (when they are happening to other people), so I thought I would share my nightmare experience of trying to advise a bank about it’s own technical problem… it’s a classic example of Customer Service Reps who don’t take the time to read messages completely…
May 27th 2009
The “add a new bill” feature in the Online banking is not working. This is the 3rd day in a row I’ve been trying to add a new bill to my list and I get an error message every time. Please advise of ETA of having this fixed, if possible; I need to know if I should find another alternative to pay this bill (due next week).
Thanks,
Kris ——–
Their reply:
Dear Kris ——–,
Thank you for taking the time to write ——–.
I apologize for the inconvenience you experienced while trying to register your bill.
You can register your bills with a representative at ——–. Assistance is available 7 days a week from 7:00 a.m. to midnight, local time across Canada.
You may also ask to have the issue reported to the technical department at the time of your call.
Thank you for visiting ——–
Sincerely,
Natalie
——– Specialist
May 27th 2009
No thank you. I avoid the nightmare of telephone customer service whenever possible.
Which is also why I reported the problem to ——– via the web feedback form (and I don’t appreciate being told to report the problem after just having taken the time out of my day to report the problem!).
I trust you will able to communicate the technical issue through your own channels so that the problem can be resolved and customers can use the service they rely on.
Sincerely,
Kris
Their reply:
Dear Kris ——–,
Thank you for taking the time to write ——–.
I am sorry to read about the inconvenience you experienced.
We attempted to replicate the issue you experienced where you were not able to register a new payee when using online banking without success. We were able to register multiple new payees on the same account without encountering an error message.
If an error message appears when you attempt to register a new payee, please reply to this e-mail and include the error message displayed when you attempt to register a new payee without success.
Upon reception of that error message, we can provide you with more information as to what could be the cause of the error.
The team that answers e-mail does not have access to your accounts or personal information. We cannot modify any information on your account nor can we manually add a new payee on your account on your behalf.
If you continue to experience difficulties and require immediate resolution, please contact a Technical Support Desk representative at ——–. Key your ——– and ——– password and select option ——– for Internet banking inquiries. Representatives are available to assist you seven days a week from 7:00 a.m. to midnight local time across Canada, and will be able to transfer you to Technical Support.
Thank you for visiting ——–.
Sincerely,
Tommy
——– Specialist
May 29th, 2009
Here is the error message:
“We’re sorry. We are unable to complete this request. Please contact ——– Customer Support at ——– (Ref. # 0).
return to online banking
”
And the page title changes to “Afinity 500″.
5th day in a row getting this error. I am not asking for any personal information to be modified, I just want the technical problem resolved so I can use the online banking as expected.
Thanks,
Kris
Their completely copy-and-pasted reply:
Dear Kris Cormier,
Thank you for taking the time to write ——–.
I am sorry to read of your difficulty in adding your bill.
Please contact a Technical Support Desk representative at ——–. Key your ——– number and ——– password and select option ——– for Internet banking inquiries. Representatives are available to assist you seven days a week from 7:00 a.m. to midnight local time across Canada, and will be able to transfer you to Technical Support.
Thank you for visiting ——–.
Sincerely,
Dan
——– Specialist
Since they are not actually listening to me, I send my own copy-and-paste reply and wonder how many times they’ll send us around and around…
No thank you. I avoid the nightmare of telephone customer service whenever possible.
Which is also why I reported the problem to PC via the web feedback form (and I don’t appreciate being told to report the problem after just having taken the time out of my day to report the problem!).
I trust you will able to communicate the technical issue through your own channels so that the problem can be resolved and customers can use the service they rely on.
Sincerely,
Kris
Finally, someone actually responds to the actual content of what my message has been the entire time:
Dear Kris ——–,
Thank you for your reply.
This brief acknowledgement is to inform you that we have received your message.
The details have been forwarded for further investigation.
Thank you for your patience and understanding.
Thank you for visiting ——–.
Sincerely,
Natalie
——– Specialist
And guess what? A month later, the problem hasn’t been fixed… June 25th, 2009
Thank you for forwarding along the information. However, the technical difficulties do not seem to be resolved…
I tried again this month to add a new bill with no success. When I click the “add a new bill” box, it refreshes the bill payment page and that’s it.
No need to contact me with the copy-and-paste routine… I just thought you would want to know so you can fix the problem before you lose more customers. I’ll be using my ——– online banking this month again like I did last month when first experiencing this error on your website, and will likely rely on ——–’s services more in the future as they seem to be more reliable and technically stable.
Sincerely,
Kris ——– (——– banking customer for about 10 years)
June 25 2009 11:19 am | domestic engineering and people suck and things that make you go LOL
