Bank Customer Service
Upon entering the nearest branch of US Bank, one's eye is treated to bottles of barbecue sauce and ketchup neatly arranged at each teller window.
Hmmmm....perhaps the friendly bankers are going to feed the customers?
No, as it turns out, the BBQ sauce and ketchup are mere metaphors for a larger financial opportunity offered by this bank. Roughly speaking, the idea is that proper investment and planning will result in your ability to eat steak (and thus use the BBQ sauce) instead of poor planning and ending up with lowly ketchup on your hamburger.
Wow! Impressive! Perhaps this is the latest representation of engagement advertising. How about a bagel and cream cheese instead?
One thing for sure.....at the return on investment rate offered by US bank, a person could easily choose to eat ketchup or BBQ sauce, but forget the meat. There is no meat at 3 or 4 percent annual return.
Aside from stellar marketing, another wonderful aspect to US Bank is their customer service. Especially the card member services division.
This division is so effective that they don't even have a mailing address, as confirmed by the branch manager and several tellers.
"All we have is a number," the manager dutifully offered.
Here's the rest of the conversation:
Customer: "Well, what if someone wanted to write to them or send some important paperwork?"
US Bank: "We have an email address....."
Customer: "I have a problem which, apparently, cannot be solved through email or telephone. Could I get a physical address where I can write to someone?"
US Bank: "Well, I don't think they have one....."
Customer: "Do you mean the employees don't go to work at one of your bank facilities?"
US Bank: silence.
Customer: "So, here's my problem if you would like to hear it.(awkward silence continues) Several months ago, someone from your bank de-activated my ATM card I use to withdraw funds from my Social Security disability account. An employee reported there was 'card abuse,' thus the necessary de-activation.
As I am the only cardholder on this account, and I never use it more than once or twice a month, I fail to see how this behavior constitutes abuse. (more silence)
Customer continues:
"So, after a few weeks of scrambling, a new ATM card was issued with no explanation, or apologies for the blatant violation of Banking Regulation E. (nervous shuffling now)
More recently, a US bank Visa credit card issued to me was canceled. I have sent documentation and a fax request that the account be re-opened. This was over a month ago, and have heard nothing.
As the credit card has been paid on time for the past four years, including extra payments made occasionally, I cannot understand this.
However, I have seen many businesses become incompetent, or worse, corrupt in their policies and procedures.
US Bank doesn't use Arthur Anderson, LLP, as its accounting firm, does it? Because, that might be the answer right there.
(loud silence)
OK, I can see I am confusing you fine folks here.....tell you what---formerly, I was paying the credit card online--- this feature is now unavailable because of the cancellation---As a result, I have to make a 60 mile round trip to make a payment here, which costs roughly $15 in gasoline. Or, if I make a payment by phone, it costs $10.
So, using your ketchup and BBQ sauce marketing plan, here's what I will do for you because your bank has been so helpful and caring toward my dilemma.
I will drive here once a month and use your telephone to make a payment. That will be a total of $25 it will cost monthly for the pleasure of making a payment to my canceled US Bank credit card.
But, hey, one thing----hold the mayo and mustard--- I don't think I can afford that level of service just yet."
Another satisfied customer.
Ok this is far far later but reg E protects you from unauthorized transactions. The atm card issued to you from any bank is considered bank properties and can be canceled at any time for any reason. As for your credit card if you are late or have any negative reporting from another credit protect even outside of U.S. Bank they reserve the right to cancel the product. Now they send you statements every month so you can pay it. Now you can use free bill pay service to pay any bill. Hope this helps and if you have any banking questions please email me at summonkey21@hotmail.com
Posted by: shawn Mueller | March 15, 2008 at 11:41 AM