Queue the Twilight Zone music. . . I had another surreal customer service experience.
On March 5, I went in person to close my account at Citizens Bank. I should have known something would be amiss since it was first day of work for the teller who helped me. Score one for the teller, he immediately asked his supervisor to come over and help. The first question they ask is “why are you closing your account?” I wanted to reply, “Because your service is awful, you keep trying to sell me services I don’t need and your fees are higher than any other bank.” Instead, I smiled sweetly and said, “Oh, we are moving to a place where you have no branches.” (Breathing a sigh of relief). But wait, the supervisor wanted to know where I was moving. Quickly, without thinking I said, “Down south.” End of that conversation.
The teller asks me for my license. No problem, you can’t just close an account on a random person’s say so. The teller is madly clicking the keyboard, with a very puzzled look on his face. The supervisor is now madly clicking the keyboard with a puzzled look on her face. I am thinking to myself, “How hard can this be? There has been no activity in this account since December.” The teller smiles and hands me back my license. I immediately put it back in my wallet so I don’t lose it.
The teller asks me how I want the money. Um, how about a check? The teller asks me again for my license. I did deep into my purse and give him my license again. More frenzied typing on the keyboard.
The teller looks up from his frenzied typing and apologizes for the delay. He says he is calculating the interest due on my account. I’m thinking, isn’t that what computer sytems are for, but once again I smile and nod.
Finally(!) after about a half hour, he hands me a bank check. All this effort for about $1800.00. I guess they want to make it as hard as possible for people to take out their money.
But wait, the plot thickens.
On April 10 I get a very sternly worded letter from Citizens Bank saying that I owe them $24.99 and this must be paid immediately or else my account will be turned over to a collection agency. What???? I immediately call Citizens Bank and after listening to Muzak for 10 minutes, get connected to a customer service rep named Josh. I am pretty upset at this point, but try to maintain my composure. I ask Josh how I can be charged something for account that has been closed for over a month. I hear frenzied typing on his end. He comes back and says, “This is service charge because you didn’t maintain the required minimum balance.” After counting to ten, I explain (again) that I had closed the account on March 5 and I have the bank check to prove it. More frenzied typing. Josh comes back and says, “Well, there was a balance in your account of the interest accrued and that is what triggered the service charge.” I ask him how much interest had accrued. His reply, “One cent.”
Oh boy, where do I go from here? I again took a deep breath and counted to 10 and explained for the FOURTH time that I closed my account on March 5 and at that time, the teller supposedly calculated the accrued interest. I also said that I am NOT paying a service charge for a closed account. Josh once again puts me on hold for 10 minutes. If I have to hear that Muzak for one more minute I am going to scream. . . When Josh finally comes back on the line he says, “Good news. We will not be charging you the $24.99 service charge. We are now closing your account.” I’m thinking, “Okay, isn’t that what I spent a half hour doing over a month ago?”
Yesterday, I get a check from Citizens for $0.01. Yes, that’s right for 1 penny. No comment.
Just so you know, I moved my money to a small local bank. No fees, friendly service and no annoying collection letters.
What surreal customer service experiences have you had lately?
P.S. Update on my jury duty. I was ecstatic when I got a call late Tuesday afternoon, telling me I was not needed for jury service. Hooray! Unfortunately, it doesn’t get me off the hook for future jury duty. You only get excused for three years if you actually have to show up at the courthouse.
Judi Brady
April 18, 2018
Oh,Nancy ! I feel your pain and unfortunately, I am not at all surprised! I had a similar experience closing out my Mom’s account at Bank Of America after she died…. a time consuming event that went on for a very long time,with multiple layers of employees who each had different important info to share with me etc.etc.
Also, Jud went to Citizen Bank here in Medfield in 2012 to get some info when we were considering some banking needs and they were most definitely less than helpful .Needless to say they did not get our business then ! Apparently. They haven’t changed very much in terms of customer service! Glad you found a better place now to do business,as did we!
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Nancy Loderick
April 18, 2018
Hi Judi,
I could write a book about my experiences with Bank of America – they are even worse than Citizens Bank!
Nancy
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Ralph
April 18, 2018
Oh boy ! Remember to be very careful with your money dear Nancy. I should save that one cent for a rainy day. Well, you never know when you may need it.
I could write a book about my Solbank Spanish bank account. When I arrived in Austria I did not have an address. As soon as I had one I notified the bank asking for statements to be sent to me here in Austria and to set up closing the account . Oh, we don’t take instructions by email. What ? I got nothing from the bank for months. I was panicking as I knew that I had used up all my savings in the move, hotels, apartment deposit, rent etc. The other day an envelope from the bank arrived. Not a statement, but a charge of €30 for overdrawing a few euros. What ? I sent €250 to cover anything and asked for the account to be closed. I heard nothing ! *still banging head on wall* 🙄💖
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Nancy Loderick
April 18, 2018
Dear friend Ralph,
Oh my goodness, that is quite the story!
Nancy
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Bea dM
April 18, 2018
I’m cringing. I had lost my social security (equivalent here) password, and had to go through a whole rigmarole to get a new password, half sent on my smartphone, and half was sent in a letter. The password is wrong. I can’t change it without using it at least once. The sophisticated site doesn’t offer any alternatives. I’ll have to get an appointment (minimum a month) and then the fun will start….
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Nancy Loderick
April 25, 2018
Hi Bea,
What a nightmare for you. Keep us posted as to how things progress (or not)!
Nancy
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Ken Loderick
April 20, 2018
I hope that you at least got a couple of lollipops for all your trouble!
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Nancy Loderick
April 25, 2018
Hi Mr. Ken,
I should have closed my account at Citizen’s once they replaced the Hersey kisses with lollipops!
Nancy
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