Continuing my earlier list of problems:…read more
(13) Most password reset systems send out a url for the user to click in order to initiate the reset. Instead, TCCU sends a temporary password, which is an acceptable alternative, *if* TCCU made it extra-clear that this is what they're doing. But they don't, which results in some users skimming the message and clicking the link in the message thinking that it's the reset link, when it's actually an unsubscribe link. To wit, the subject of the message should be changed from "Lost Online Banking Password Request" to the more specific, non-ambiguous, "Here's your temporary password", *and*, instead of listing the entire cryptic URL for unsubscribing (!), the message should instead be HTML email with the hyperlink embedded in the word "Unsubscribe".
(15) There's often a phenomenon in customer service where a customer has a problem (the original issue), then when s/he tries to solve that problems, s/he runs into more problems, such as a bad website or clueless support reps (the resulting issue). The resulting issue often makes the customer even more flustered than the original issue. Compounding this, when the customer explains the original issue and then the resulting issue, poorly-trained support reps zero in on the original issue and completely ignore the resulting issue. That creates a NEW resulting issue, and the customer could then wind up stacking half a dozen resulting issues while desperately trying to get staff to even *acknowledge* those resulting issues, much less actually address them.
This happened to me multiple times. I told the first phone agent that I logged in but couldn't find where to change the answers to the security questions, so is it possible to do that on the website, and if so where? She didn't know (which is a problem in and of itself), so she put me on hold, and then when she finally came back she said, "Yes, you can change the answers on the website." (Groan.) I told her that was unhelpful, because I'd already told her I was logged in and couldn't find where to change the answers, so again, WHERE do I change the answers?! She put me on hold again, and then came back and said, "When you log in, you can change the answers." (Groan.) I told her, "This is the THIRD time I'm telling you that I'm already logged in, which you're ignoring. Let me speak to someone else."
She transferred me to a supervisor, I explained that I told the previous rep that I was logged in and couldn't find where to change the answers, but she kept blithely telling me that I could change the answers on the site, which didn't address my query of WHERE could I change those answers? The supervisor likewise completely ignored the resulting issue (the bad service from the first agent) and instead tried to solve the original issue (how to change the security answers). They've failed Phone Support 101: LISTEN to the customer, and if there's a resulting issue from an original issue, address the resulting issue FIRST.
(16) When I log in and click through to my checking account, the website says, falsely, "There are no transactions yet." THIS IS BLATANTLY INCORRECT, as I actually have numerous transactions. Again, it's bad when any website gives wrong info, but especially so when the site is a financial institution. What they really *meant* to say is, "There are no transactions in the last 15 days." It's bad when customers have to second-guess the website to try to figure out which things are true and which are false.
(17) The 15-day default for the transaction (tx) window is utterly ridiculous. The *minimum* default should be at least the last month's worth of transactions, and if there are none within the last month, it should show at least the last 20 txs.
(18) There's a horribly unintuitive "Scroll for more [transactions]" feature. You have to scroll down, BEYOND the visible list of transactions, then have to scroll back up to see how many transactions it deigned to show you.
(19) They get kudos for letting you resort the txs into chronological order (to match what your bookkeeping software likely shows you), since most banks and credit unions don't offer that feature.
