"US" Doesn't Include "You".
Written: Apr 10 '02
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Product Rating:
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Pros: They're everywhere. They've got an effective 'customer service' marketing campaign.
Cons: They're everywhere. And their customer service is limited to their marketing campaign.
The Bottom Line: Complete absence of a customer service culture. CSR's provide incomplete and inaccurate information. Some employees are simply rude. I wouldn't recommend them -- period.
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| navillusb's Full Review: U.S. Bancorp |
I signed on for the full meal deal: Checking, Savings, Home Equity, Online Banking, and the rest.
I really wanted online banking. I went at it with vigor, setting up all my accounts and, along with them, automatic payments.
My second month with US Bank, I noticed a handful of check numbers on the statement that weren't in a range I had. I called customer service and asked if they could assist me in determining what they were. "Rosa" somewhat tersely stated that they were checks I wrote. I explained in turn that I didn't have checks in that range. Rosa repeated her assertion that I had written them, or that I had lost a checkbook, or that checks had been stolen. I explained again that it was a new account, I'd never had checks in that range, and there must be some other explanation.
She informed me that, given those facts, she would have to open a fraud investigation.
That's where things went very bad. By the next morning, I'd had several conversations with my 'personal' banker and "Marcy" from Fraud. By the afternoon, they'd closed all my accounts and opened new accounts. They assured me that my account would be monitored so that my legitimate checks would be paid.
That's where things went much worse. I spent the afternoon on the phone trying to get online banking set up again. I came to find that everything -- including history -- was irretrievably gone. Nobody could/would tell me the status of anything in my online banking account. I couldn't get at the old data, couldn't determine what had been paid, couldn't determine what needed to be paid. And, to make matters worse, couldn't get a new online banking account set up for 7-10 days. In fact, I spoke with three different 'customer service' divisions, each of which told me it would take 3-5 days (in succession) to accomplish their respective tasks. Each one required something of the other (for example, no Online Banking until I got my new debit card. But the debit card would take 5-7 days. Setting up online banking required two 'customer service' departments. Getting my new debit card required another 'customer service' department and my personal banker.
Day three of this debacle brought the revelation that the 'out of range' check numbers were legitimate online banking transactions that US Bank paid by check, not EFT. Now, that might seem obvious in hindsight, except that the statement has a section for online banking and these weren't there. Also they had no explanation as to what transaction they were for: they simply had a check number and nothing else. Finally, I couldn't get into online banking to verify because they'd shut me out and lost all history.
The main point, however, is that THIS IS THE INFORMATION I WANTED THE FIRST TIME I CALLED. Customer Service, instead of insisting that these were (quote) "drafts you submitted for payment", should have been trained to understand how US Bank does online banking.
Making matters worse, both my 'personal' banker and Marcy from Fraud blamed me for the entire debacle. Finally, because several checks were returned to the payees as 'Account Closed', they were all collection agencies. I cleared those up immediately, but also had to pay a couple hundred dollars in collections fees. I called Marcy to arrange for reimbursement. Each of three conversations with Marcy began with an insistence that this was my fault; that she had fully explained that these could be online banking transactions.
In the end, she refused to process the paperwork for reimbursement, due to the fact that fraud had not actually occurred on the account.
I was unable to get any satisfaction on any of these issues. My wife, who is extremely patient, professional, and good-natured, also tried and failed.
As a result, I have closed all of my US Bank accounts and will no longer do any business with them. However, I do business with both Washington Mutual and Key Bank. Both have provided outstanding customer service.
Recommended:
No
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Epinions.com ID:
navillusb
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Reviews written: 1
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