The past few weeks I have had several issues with CorTrust bank on Marion Rd, Sioux Falls. I recently got married and needed to do a name change. (Keep in mind we have been banking here several years and they know us by name.) I made sure I had the certified copy of the mariage certificate and my ID with me to prove we just got married. Both my maiden name and my married name were on teh certificate and tehy knew me by name. When I requested the name change one of the managers refused to do it. We had to get the branch manager involved.
A few weeks later I asked for my name to be changed on my debit card. I was told I could use it in 15 minutes. Not a problem. The change was made very quickly and politely. I attempted to use the card an hour and a half later as I was standing in a resteraunt to pay for my food. It did not work. We tried to manually enter it. Still no luck. We tried another register. Nope. No luck. As I stood in the resteraunt speaking on the phone with one of the bank managers for 15 minutes she repeatedly said, "It's not an issue on our end. It is their register." When I explained we tried more than one register and others were able to pay for their purchase while I was standing there waiting for the issue to be resolved I still was told there was nothing wrong with the card. I had to leave. Not only was I embarrassed but more importantly...the resteraunt had to throw food away thus causing a loss for them. The resteraunt of all people apologized for the inconvenience. It wasn't even their fault. As I left, I explained to the bank that I could now not get the groceries I needed, I could now not get the gas when done with work nor could I get food to eat during work and was going to go through the day without eating. The response I got? Exact words..."That's not our problem."
WOW!!!! By this time I was already more than upset. Yes. I did yell at this point. Who wouldn't? I had an issue with a card given to me by a bank and explained how it effected the rest of my day and heard "That's not our problem."
So I walk in to work and tell my husband I didn't bring food because my card didn't work. We would both now be hungry for the day.
Skip forward to the next morning. My husband calls the bank to talk about what happened the previous day. He asks them to please help me out when I come in to get another replacement card. He explained the issue to the person that answered the phone and asked that a message be given to the branch manager. My husband jumps in the shower to get ready for work and while in the shower, the branch manager of CorTrust calls back and asks for him. I explain he is in shower and that he could talk to me since I was the one having the issues. He refused to talk with me. I again explain that as long as it has to do with the issues I had the previous day he could talk with me. Again...he refuses. During the short 2 or 3 minute conversation not once would the branch manager explain WHY he was really calling so I assumed it was for something else. He said he would call back and talk with my husband and we hung up the phone. The bank called my husband shortly after he left for work and it was indeed because of the issues I was having the previous day. HMMMM. Then calls back after he sees my review and talks to my husband. STILL not asking to talk to ME.
End of story...I did get another card. Once again I tried to pay for a purchase and it did not work. I went back to the bank AGAIN to get a new card. I asked that they just start from scratch and issue a completely different card with a different number. FINALLY they acknowledged it was put in wrong on their end. Thank you to Denae for digging into it further and finding the problem. Thank you to Denae for being polite and giving me the feeling that I mattered. Thank you to Denae for admitting it was an error on your part. Even though it ended up that the issue was fixed, I felt/feel disrespected in the fact that two of the top managers refused to admit it was on their end, I was told "It's not our problem you're having issues with a card we issued to you". We will be taking our business to another bank. read more