The local branches have always been helpful and courteous but I think people should know what they're getting with a large national bank. I made a funds transfer error and ended up having an overdraft charge on one of my checking accounts with US Bank. As a customer of 17 years and having 6 accounts with them, and having not had an overdraft in recent history, I thought I would call the bank and ask for a waiver of the $36 dollar fee. After speaking with the customer service rep, they put it through their policy decision making system and offered me a $9 refund. This rep said he was not authorized to override the system so I asked for the situation to be escalated to someone who could override the decision system. I was called back an hour later and after explaining the situation again, I was told the same thing by the "manager" who then said she could only offer me the $9 refund and couldn't override the decision in the system either. I asked to be escalated further and was told no, this wasn't an option and that no one would be able to override the "decision system."
When did people become robots not able to make any kinds of decisions and when did customer service become so terrible that banking management decided this is the "right" way to treat a great customer of 17 years? I think it's time to switch to a small, local bank who still has human customer service and decision making systems. read more
