I've been having some problems logging in to my main business bank accounts, as documented earlier.
I have now called the 800 number twice, and have spent a considerable amount of time -- as they requested I do -- documenting what exactly is wrong with their web site. I sent this information exactly as they requested, through a secure internal message site.
- to get back to me within 24 hours
- to e-mail me when their response was posted so I could log in to see it
They appear to have fulfilled promise #1, but I didn't know, since they didn't fulfil promise #2. I found out today that the problem isn't fixed, and it's basically my problem now. Here's the message they sent me:
Thank you for your feedback. We appreciate the time you have taken to write us.
Please note that the team that answers messages only has limited access to customer accounts and personal information. Although we can assist customers with general inquiries, we are unable to fulfil account servicing or investigation requests.
For further assistance, please call Online Banking support at 1-xxx-xxx-xxxx. If you don't have a Telephone Banking password, at the start of your call press 0 twice to be connected to a representative. Assistance is available 24 hours a day, 7 days a week. If you're calling from abroad, the number is 1-xxx-xxx-xxxx. Collect calls are not accepted.
Thank you for using Online Banking.
Internet Communications Specialist
This organization is making more than a billion dollars a year. And they are spending a LOT of money on branding.
This is what I would call a 'customer managed relationship.' If I want the relationship to work, I'm going to have to manage it. And that includes figuring out why their web site is -- you know -- [what's a polite word here???]
Update May 21, 2007. My e-mail response to feedback has not received a reply. Problem still exists.