Around a month ago I was at the airport early morning, I had just finished checking in and headed towards the money exchange to get some currency. I gave the exchange employee my Knet card but got an error saying my card was declined. I tried it again but got the same error. I knew I had money on the card since I had double checked the night before. In any case I decided to log in with my banks app and double check but I got an error logging in as well. I then told the money exchange clerk I would be back and headed to one of the ATM machines at the airport to withdraw money but also got an error. So I called the banks call center number and spoke to an employee who proceeded to tell me their system was going under maintenance and I wouldn’t be able withdraw any money or use any of my cards for the next two hours.
I was furious.
Here I was at the airport about to travel and I didn’t have any cash on me and I wouldn’t be able to get any cash either and not because I didn’t have any money but because my bank wouldn’t give me access to it. When I asked the employee why they didn’t inform me and their other customers about this so that we would be prepared (I could have converted currency the night before and withdrawn money), his response was we did… on Instagram and Twitter. And this is where the problem lies. I hung up with the call center employee and headed to the lounge where I proceeded to tweet my frustration as well as send their customer care an email. I didn’t get any response from them until 30 days later when I had to tweet and remind them that it had been 30 days without a response.
Now this is where I would be interested to hear from you guys since maybe I’m over reacting here or maybe it’s me being an asshole but wouldn’t you agree it would be best if the bank SMS’ed their clients important information like when you won’t be able to access your money or any of your cards for two hours instead of posting that kind of important information on twitter or instagram?
First of all why the hell would I want to follow my bank on twitter or instagram? I follow only 15 friends on twitter and I follow around 100 friends on Instagram. The image above is a result of me following my banks twitter account (I had to so I could send them a direct message). They tweet so much and so often they ended up taking over my twitter feed. Why would I want to flood my twitter feed with their tweets on a daily basis?
Secondly, my bank have my phone number and I receive a ton of useless advertisements from them all the time. Why is it ok to SMS me useless adverts but not ok to SMS me important information like when I will not be able to use my ATM or credit cards because their system will be down?
So this is my suggestion to my bank (you know who you are):
1- SMS or Email your customers when there will be a major disruption in the service
2- Be clear about what the disruption will be. “System will be undergoing maintenance” could mean anything from I won’t be able to log in to your website to your call center employees won’t be able to order their daily fix of Caesars pizza. It’s too generic, instead tell your customers clearly that on a certain date at a certain time they will not be able to use their ATM cards.
3- Respond to emails. 30 days with no response means you’re ignoring me. I sent an email to Zain the other day and got a response in 15 minutes so if they can do it so can you.
That’s my 2 cents. And yes this post was censored by Fajer.
Reblog: http://248am.com/mark/personal/my-beef-with-my-bank/
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