junes's profile

junes says: (8 months ago)

 0

Recently I had a disturbing encounter with Wachovia's "Customer Service/Tech Support". While trying to access the website to do on-line banking on Saturday morning (3/21), I was unable to pull up the site, so I called Customer Service to see if the techs were doing maintenance. Not surprisingly, I got the pat answer “there’s nothing wrong with our website, it must be your provider.”

Having been down this road before, I asked to speak with a Tech Support person who works with the website. The Customer Service rep hung up on me. Being a glutton for punishment, I called back and two more tries later, I spoke with a Tech Support who obviously didn’t have a clue. She told me I needed to upgrade the Service Pack (from SP1 to SP2) my OS and Browser to be compatible with the new website security safeguards or I would be forever blocked from the site. It kinda made sense, so I proceeded to check with friends to get a copy of the disk and one is being mailed to me.

BUT …. Lo and behold, Monday morning (3/23), just for grins and giggles, I decided to torture myself one more time and try to get into the site … a miracle occurred … I was in, did my banking, logged out and immediately left a voice mail for my “Tech Support” representative. It is worthwhile to note I made nary a change to my computer operating system or browser – everything was “as it was” on Saturday when the problem first occurred.

Later in the day, I received a call from her supervisor who proceed to tell me my access to the site was a “fluke” and to expect future access to be sporadic at best. When I got home, I tried pulled up the website and accessed my accounts THREE times - lo and behold, more miracles. While in the site, I even found a message from Customer Service apologizing for the vagaries from the staff (talk about a stick in the eye)

This morning (3/24), I tried to get in again. Folks, I must be truly blessed because TWICE I was in, wandering around without even so much as a glitch. I decided, after this blessed event, it was my obligation to reply to the message in my inbox and let them know that I had been in the site a total of FIVE CONSECUTIVE times since Wachovia’s rep told me my access would be “sporadic at best.”

Needless to say, I have very little faith in Wachovia’s customer service and tech staff. The people with whom I spoke either didn’t know what they were talking about or blatantly lied, hoping I would be intimidated or buy into it and just walk away. I chose not to.

However, caution if you want to take concerns up the ladder. The folks on Mahogany Row don’t want to be bothered by piddly customer concerns. You will be referred to the very people who used and abused you earlier. Its not as though this is the first time Customer Service has played games with me – but I think this will be the last. This incident raised too many red flags – either the customer service/tech staff is clueless or guiltless when they inadvertently or intentionally lead customers astray, or there are some serious defects with the website. Either way, I concluded it was time to take my banking elsewhere and hope they have a more adept .and customer friendly customer service/tech support team.

I have since closed my Money Market and Savings accounts and transferred those funds to another bank. My checking account will be closed as soon as the queued bill payments are complete. Despite all this, today I received a call from Wachovia’s Customer Service Department. Walter apologized for the inconvenience, told me I was a valued customer and said he looked forward to serving me in the future.

Does no one at Wachovia listen to the customers?
(Nothing but heartache....)