CompuBank Complaint - Unreliable Service
KIRKLAND, WASHINGTON -- Dear Mr. Goldberg, CEO,
As a frequent user of your company, I feel obligated to share with you my experience.
I hope you are able to help me with a problem I've encountered with CompuBank. The problem concerns the overall experience at your bank, and as a result of this I am frustrated and annoyed.
It has become an increasing concern for me in doing business with your bank. I believe that a great deal of your clients, as with myself, choose Compubank for its apparent conveniences. As of the past several months, service has become progressively less reliable and more troublesome than the 'convenience' warrants. Please see the email exchange below. Just as a reference point, I made the initial phone call around 8:30 AM and did not receive a satisfactory resolution to this matter until 4:30. Between that time, my wife was unable to make purchases on our check card. You no doubt can appreciate the value of time and easily see how what I would term 'gross incompetence' on your company's part has created a huge inconvenience on our part. But what is maddening about the situation was that it could have been resolved right from the start. Do you suppose that had Marva, the very first customer service representative that I spoke to, been better trained that perhaps all of this could have been avoided?
> Thank you for choosing CompuBank. I apologize for
> the difficulties you have experienced. Your account
> was accidentally closed and reopened causing your
> pass phrase no longer to work. I do apologize.
> Please call customer service to specify which
> account you originally wanted to close. You should
> be able to use your card with no problem. After
> that we can determine re setting your pass phrase.
> You can send a bank mail with the specifics if you
> prefer. Should you need immediate assistance,
> customer care representatives are available 6:00AM-
> MIDNIGHT (Mon-Fri) and 8:00AM-8:00PM (Sat-Sun) for
> your assistance. Once again thank you for choosing
> CompuBank. We look forward to continue servicing
> your banking needs.
> Okay, now we cannot even use our debit card. Please respond.
> > -----Original Message-----
> > Sent: Tuesday, February 27, 2001 9:51 AM
> > To: 'firstname.lastname@example.org'
> > Subject: Customer Complaint
> > Importance: High
> > To Whom It May Concern:
> > I wish for this letter to be forwarded to a manager and a Courtesy Copy
> > sent back to me of that forward.
> > I have called 3 times to gain access to my account. Thus far, I have
> > attempted to log on to your site. The first time I called, I was rather
> > condescendingly told that I must have my log in information incorrect. I
> > understand maybe once or twice, but 5 times is a little ridiculous. I
> > have been accessing your site for a year with no problems until today. In
> > fact, I accessed your site this morning with no problem.
> > With the subsequent calls, I was told that it must be a problem with my
> > system because there were no problems detected on your end. While
> > extremely polite, your customer service representative insisted that it
> > was a problem on my end (something was 'broken' on my end) even after my
> > explanation. To address even the most remote possibility of an error on
> > the user end, I had my wife log in from home and I attempted to log in
> > from several different workstations on our network. I believe that I have
> > sufficiently addressed the possibility of my workstation being 'broken',
> > our network exchange server being 'broken', and our own personal ISP being
> > broken.
> > I have been more than patient with this problem. I wish to have this
> > resolved immediately. Can you have a database administrator take a look
> > at my record in your database? Do you suppose that there may be the
> > slightest chance that all or some of my records in your database were
> > somehow inadvertently mis-correlated, changed, or deleted when I canceled
> > two of my accounts? Is it possible that your database is experiencing an
> > internal inconsistency error with my data where there are records that are
> > not matching up. It would certainly address the reason why that on the
> > macro level, your system is running fine, but not at the micro-level (i.e.
> > - with my one record in your database).
> > I would appreciate a timely response to this letter.
> > Thank you!
As someone who uses your bank often, I expect a reasonable level of service, something I found lacking this time. I've had problems with CompuBank in the past as well.
In the future I might just take my business to other banks, and I will probably urge others to avoid banking with you.
To help keep me as a potential future customer, I would like the following:
Here's the resolution I propose:
1. I would like a letter of apology written to my wife for the inconvenience and the embarassment caused her.
2. In future interactions with your customer service representatives, it would be greatly appreciated if they are more polite to their customers. Unfortunately, in
this situation, one customer service representative (Marva)has definitely jaded my perceptions of customer service at your company, which up until this point had been very positive.
3. The cancellation request for two of our accounts as per a FAX that my wife sent your bank has only been partially resolved. I do not want to waste any more of my time writing you emails, calling your bank, or sending more FAXes. I wish for the appropriate account to be closed as instructed in the original FAX that was sent in and the remaining accounts left functionally intact.
Thank you for your consideration in this matter. I look forward to your prompt reply.