So I work in banking and this call takes place shortly after a large merger. It was in the news that we were having issues with people logging into their online accounts during the merger days so clients who attempted to make payments couldn’t do so in a timely fashion. Not only did we retroactively waive late fees, but we were also offering financial compensation for the inconvenience. Naturally, this only applied to people who specifically tried to log in but couldn’t, and we can see the logs when they attempted, but some people only heard the bank name and “free money”.
As you’d expect with banks, for competition and monopoly reasons, while we could take on a lot of the branches, some had to be sold to competition. This also means that the accounts housed in those branches also go to the competition.
Friend of mine has someone post online who is absolutely livid.
Angry Woman: BANK IS TERRIBLE AND CAUSED ME SO MANY HEADACHES! I’VE BEEN HAVING NONSTOP ISSUES WITH THEM THE PAST FEW WEEKS. DON’T SWITCH TO THEM! I DEMAND $200 OR I WILL SUE!!
Editors note: this was no where near how much compensation we were offering those affected.
CSR: Hi ma’am, what seems to be the issue with our bank?
AW: YOU SOLD MY ACCOUNT TO OTHER BANK AND I DIDNT WANT TO BE! THEY HAVE GIVEN ME NOTHING BUT PROBLEMS!
CSW: So you’ve never been with our bank, just with merged bank and competitor bank, and you want us to give you reimbursement…?
CSW: explains requirements to receive reimbursement …and ma’am, if anything, you should receive a reimbursement from your new bank.
AW: no response