Horrible customer service and policies, likely due to inept management and fossilized bureaucracy than real malice. They were polite, their service & policies just sucked.
The story:
Heard from a friend they had decent online banking services, and I needed a nationwide (or at least widely distributed) bank.
Took a 1/2 day off from work, on a Friday (where they're open until 6pm). I arrived at the bank at about 12:30. When I told them I wanted to open a checking account, they had me fill out an application. Then I was informed their Manager wasn't available, being at lunch, and I'd have to return at 3:30pm (that's some lunch!). A bit irritated, but, fine, I told them I'd return then.
I returned at 3:30pm, and was asked to take a seat, I'd be helped shortly. Nearly an hour later, after the Manager was finished dealing with another client, I was asked as to my name & business there. When I told him, he checked with the tellers, and verified I'd made an appointment. Well, turns out they double-booked him. I was told that another Manager *might* appear soon (they had no idea as to where he was), I could wait, or - hey! How about an appointment next Monday? I guess they don't quite comprehend that some people actually w.o.r.k for a living (and don't get 3 hour lunch breaks). Also, that Monday is a WORK day.
Well, after cooling my heels for almost 5 hours, and with this latest proposal, I wasn't in the mood to hear any more. PNC obviously doesn't need my business, and if this is an example of their customer service, I was actually lucky to experience it early, before doing any business with them. I left, and they pretty much acted like they couldn't care less they'd lost an account.
HOWEVER, I realized perhaps I shouldn't blame the entire bank, just the personnel at this particular branch. I'd taken time off my workday, and I wanted to "get it done". So I drove to another branch, the nearby PNC on Atlantic Hwy. Now, the Manager there talked to me in short order, and was very nice, no complaints as to her manners. Still, I was told I'd have to make an appointment for next week, DURING a work day, to open an account. The time was between 4:30 and 5pm by this point (they too, closed at 6pm). When I asked WHY it takes such a long time to perform the simple action of opening a checking account,she explained that they required the time to "fully explore my needs and financial aims in order to service them fully". OH, and when asking me as to my aims when I first entered, she said, "Oh, you want to start a new RELATIONSHIP with us?". For some reason that one just made my skin crawl.
Interestingly, you can open an account with this bank online. Which probably takes all of an hour, tops, if that. Also, I found it very amusing that they advertised "GET A CAR LOAN IN 15 MINUTES!!!" . . . . but couldn't open a simple checking account in twice that amount of time.
I told the Manager thanks, but no thanks.
PNC lost my business . . . and - oh, PNC? I know I was in shorts & sandals, but I earn good wages as a Software Engineer - a coder - and, oh, yes, you just lost my fiancee's business, too. Good job! read more
