E-trade Complaint - Diabolical Customer Service and Support
Four weeks ago E-trade advertised a great rate for a 6 month CD. I opened an account on Jan. 3 which was quite easy, called a few days later to give them my bank details as they had instructed me to do, i.e., routing number and checking account number. After that call they told me in seven days my money would be transferred out of the my checking account and into my new CD account. It is now January 31, 2008 and they still have not transferred the money.
When you call to tell them of the problem, which I did as soon as I saw that it was over 7 days and my money is still sitting in a non earning interest checking account they told me they would have to open a work flow number and it would take 2 business days. I called on a Thursday and asked them if they could tell me why the money could not be transferred before the weekend? The pleasant, but very scripted and robotics customer service person keep repeating the policy. I told her I needed to know that my "guaranteed" rate will still take affect.. and the unknown delays would not impact it, she said... oh no, I can't guarantee that.. told me to wait until I received a letter in the mail after the transfer was completed, and if it was not the rate I signed on for then I can call back and dispute it!!!! I asked to speak to a manager, however, I was transferer to "a more experience representative." Who repeated exactly what the other person already told. And, was not overly sympathetic to MY problem.
I called back on the Monday (they do not give customer's call backs.. even under the circumstanes ..I had to call them) only to be told that I had to wait until Tuesday (mind you this is 3 weeks later from the time I called to have the money transferred), because I called late in the day back on Thursday so that did not really count!!! I called today, only to be told the same thing.. that my money still did not transfer over and that they did not know why so they would have to open another work flow research application and let me know in two to three business days.. I again asked to speak with a manager, only to have the customer service rep get back on and say...oh my supervisor is on another call.. I said OH I AM SURE SHE IS... so she continued to apologize to me about how sorry she was.. I told her I felt bad for her that she is working for such a poorly managed company who puts them on the front line with no support or back up. She continued to shovel me niceties hoping I'd go away. I told her that I want the rate I was promised.. and that I want the manager to call me not in 3 more days but the next day...ha-ha.. I have a better chance of single handily pulling the troops out of Iraq!!
It occurred to me that e-trade reps are trained to handle unhappy customers.. because they are so prepared to take bullets and ranting.. they all stay calm and just apologize and repeat over and over the procedures (which obviously don't work) I work for a 60 Billion dollar company and no one had to train me on how to handle an unhappy customer, they teach me how to make darn sure the customer is happy and treat them how I would want to be treated if I was that person on the other end of the phone. E-trade folks have no sense of urgency or passion.. I say it must come from the top down.
As of today, I have lost money and so has e-trade. I want my rate as a matter of principle but I may have to cut my already great loses and move on and leave E-trade where they belong.. in the dust!
Its sad to see a company that could have so much potential throw it away due to lack of genuine care for the most important parts of their organization...
#1 their customers and #2 their employees.