| Hrrrm. Interesting. I wonder if they hit some unspoken of limit whereby they had to provide extra diligence to a bank/creditor to justify the large movement of funds? Or if something about you having 6 seperate accounts had something to do with it. The inability to get a timely resolution likely had something to do with the review team having decreased availibility during the holidays (remember, they probably work hard and have families too, and may have been on vacation or operating at a significantly lower throughput). I can confirm most places do a horrible job at maintaining customer relationship history, and actually making it readily available to customer service. Furthermore, customer service tends to be just a dispatch point, after an async message is sent, it tends to be the norm that they by default will ask if there's anything else they can do, and if not, on to the next caller/customer. I've started to push more places toward engaging in synchronous issue resolution for high value issues, as it gets a lot more awkward and has a bigger organizational blast radius when process is so dysfunctional someone external to the organization has to excavate in house communication channels to get an issue resolved. Far too many places have abandoned customer service/Quality Assurance as high priority operational mandates. The success metric as of late is number of customers who haven't been pissed off enough to leave, thus are still profittable due to willingness to accept our cheapo subpar offering. Not actually happy customers. If I worked there, y'all woulda been a case study for my group, if it's any comfort. |