The primary reason customers defect is “employee indifference.” I have to say, that’s the reason we eventually pulled both our commercial and personal accounts from US Bank. In fact, indifference isn’t really enough. I would say it was “egregious indifference,” if that’s possible. I won’t bore you with the details. Suffice to say, I’m not a fan.
So – given that we were no longer customers – I didn’t think I’d have reason to complain about US Bank again. I was wrong.
My wife used a US Bank drive-thru ATM and, amid the typical chaos of our lives, sufferered a brain…burp and drove off without waiting for her card to be dispensed. The next day she realized the mistake and went back to US Bank to inquire about the card.
“Oh, no problem,” the employee stated. “They’ll look up your customer information and it will automatically get sent back to you.”
“That’s great,” my relieved spouse responded. “Though I’m not sure how you’d know my address, since I’m not a customer. Could I give you my address.”
“Oh,” the employee muttered, her tone darkening. “If you’re not a US Bank customer, the company that services our ATMs will just destroy it.”
“But,” my wife protested. “Could I contact the company and…”
“We don’t have their number,” the employee said, already having mentally exited the conversation.
“You don’t have the number of the company that services your ATMs?” my wife asked incredulously, but to no avail. She gave up and left.
So…thanks, US Bank! I don’t know how you do it, but way to stay consistent!
I believe you offer a “5 star promise” for customer service. All I know is that, in my experience, getting close to the 5 stars causes me to get very hot.