Probably The Worst Customer Service Experience I’ve Had To Date

Couple of weeks ago, the inevitable happened … My Drivers license and Debit Card fell out of my jersey pocket.  I thought at first that I didn’t bring it with me when I went on my ride after work, but when I checked the office the next day, it wasn’t there.  Oh crap.

So I went into my local branch to try to get a replacement ATM card, but then they needed an ID card in order to give me that and I didn’t have it.  I went ahead and got an ATM card ordered on Monday and they told me it would be on a 2 business days delivery Express Mail.  I called on Wednesday to try to get
a tracking id, but then they said it was thru UPS. OK so what’s the tracking id? They didn’t have one. I actually arranged to work half day from home, just so that I would be here, just in case I needed to sign for it. Well, I waited all day and it never came.

I called them to report that the ATM card never showed up I asked if they had a tracking ID but they still didn’t have one. They suggested I call back good in the morning to follow up on this. They said that the original order that was cut on Monday never got printed so it never actually got past home plate. At this point I’m really irrate. And yes, I did escalate this … In fact every time I called, I had to escalate it.

So now the customer service agent orders a new card and says I would get that next business day but that I would have to call back later for a tracking ID. I proceeded to call multiple times, and each time, they give me a different story. One says the card in process, another says it’s for 5-7 business day delivery …. Arghh. The fact that the agent told me next business day and this one contradicts that … What the hell is going on here? Finally after several more calls, I find out the Thursday order is not next business but 2 business day, which would mean Monday. Nooo … This would mean almost 2 weeks without a debit card. I need it now! They then authorize for Saturday delivery, but guess what … I have no tracking id.

I call in again Friday afternoon, and they again say it’s not expedited and is schedule to arrive in 5-7 business days. I explain the situation yet again, but they don’t see it expedited. The agent says they will try to get the debit card person involved but she is not at her desk. She says either she or the debit card person will give me a call back within the next 24-48 hours. No, this is not good enough. I get them to promise to call me, either way with a status before COB, which would be 9 pm.

I get an email at about 6 pm from UPS regarding delivery for Saturday, and for the first time, with a tracking id. Notice I never got a call from customer service. I did get my card finally at 1 pm on Saturday. It meant having to wait for this package, and I had to cancel a ride with my good friend Karen, who was up for the weekend for Mother’s Day. That really pissed me off.

Oh the call that I was promised? No call yet. Chase, you failed miserably.

Oh my lesson here … Put my id in my saddle bag so that I did risk it flying out of my jersey pocket. Wow!

All this ordeal was hanging over my head, and I was not in the right frame of mind for riding. Now that I got this squared away, I an enjoy my ride. Two weeks lost training, and Davis Double is coming up next week. I think I’ll just have to wing it.

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One Response to Probably The Worst Customer Service Experience I’ve Had To Date

  1. Been there! My wife and I changed banks because of a deal just like this with her card!

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