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YOUR CALL IS IMPORTANT TO US ....

Anon456
  |     |   243 posts since 2011

I thought about this when giving advice on NEW account openings.

It really is NOT worth it to jump on a special if you cannot get to customer service. I just closed an account I had for over 10 years because they consistently would take 15-20 minutes on hold to get to someone. It was not an exception but happened ALL THE TIME.

It is bad enough when you have no control over long wait times ( IRS, Social Security, etc. ) - but any more, I refuse to do business with banks or credit unions who do not staff their call centers to answer calls in a reasonable amount of time. Same thing for "call back" features. If the call back will take over night, then that is a red flag that you are dealing with the WRONG firms.

Of course, I am not including Monday AM or Friday afternoon in this queue standard. Those are, to be expected, very busy times and not necessarily reflective of the norm. But when you call, say on a Wednesday at 10am, and still have 15-20+ minutes wait to get to a CSR, you are dealing with the wrong FIRMS.

FYI - when I leave, I make sure to contact someone as high up as possible to let them know that it is this poor staffing of the call center (again, not an exception basis but consistently LONG hold time) that is cause me to leave. If they object and want you to stay, telling you they were not aware...... I tell them that as management, it is their job to know that average hold times are way too high. So either they really do not care, or they are not doing their job. Either way .... I'm gone.

I would hope that others do this as well. Eventually, YOUR CALL IS IMPORTANT TO US will mean they better care enough to staff the call centers sufficient to not waste my time, and with people to speak ENGLISH clearly.

Also, if you have extended wait time problems, pls post on this web site so others may know before attempting to open an account. There are always going to be some bad reviews about anything, but if multiple people on this web site complain, it is probably a good indicator to perhaps avoid doing business with that business.

"Other than that, Mrs. Lincoln......"

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Diehard
  |     |   113 posts since 2018
Ok, so who are you talking about? I see those complaints about Ally. But I've never had any accts there.

I don't like it when my call is routed to India or the Philippines, etc. (that was a credit card call). There are plenty of people right here in the US that can do that job. Before I buy a new CD, I will usually do a test, and place a couple calls to customer service, and send a couple emails or messages to find out what their reply times are. But if they have a good simple efficient website, you may never have to contact customer service.

I just cancelled an applicarion with Andrews because of the very lengthy process, and lack of a status reply. But that doesn't mean it's a bad place.
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Anon456
  |     |   243 posts since 2011
I have NOT had bad experiences with ALLY, but others on this site say they have had issues. My most recent bad experience was with Chartway FCU, so I cancelled by account with them and my wife's as well. Used to have many large CDs with them, but that was years ago.
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Duck
  |     |   62 posts since 2010
Bravo I like to see others doing this and it is just not with call it goes with everything you go into a store ie super market dept store an there is 1-2reg open with 6 to 7 people on each I go over to CS an ask if they will please open so they can check people out if they do not grab mic an call people or offer to ring me out I say hope your bosses will watch this and see what you costed your company today cause I asked politely you just don't want to do anything now you get put all this back I won't be back
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Anon456
  |     |   243 posts since 2011
I once had something ring up wrong at WALMART. They cannot correct it in the line, so they make you go to the penalty box called CS. Ten people ahead of me. So I went and found a supervisor and made them stand in that same line with me waiting to get to the front. I said I knew it sophomoric of me, but that I bet they would remember this and bring up the long lines they make customers wait in just to correct THEIR error and find a way not to penalize the customer for their mistakes.

YES, companies will have poor customer service unless someone gets to management with the ENOUGH ALREADY message.  Don't just get mad and leave.  Make sure you find a Manager and let them know why you are leaving.  ALSO .... I do NOT beat up the clerks.  They are just following orders and cannot do anything about it.  Not their fault.  Even the local manager may not be able to change things themselves, but they can voice the issue in their next manager's meeting.

This web site not really the place for that last rant.  This site is for FINANCIAL issues, but most of the financial firms do have large call centers and the service is getting worse, just like in other firms.  Point of all this is do not just get mad and leave.  Let them know why.
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Duck
  |     |   62 posts since 2010
Yes of course there are better avenues in many situations and if time permits I do excise them. I should've explained further in that instance I did not have the time to seek out and explain the situation in short I had prior engagements that did not allow for that an hopefully someone higher did catch wind of this and would look into it further.
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