A couple of years ago I had a prepaid phone with Virgin Mobile. My account had constant technical problems. Nothing nefarious but it just didn’t work. I would call in and the tech support people would immediately realize this account was messed up and would escalate the problem to more senior people. The more senior people would realize the problem was really messed up. It would get escalated (while I would get emails about the problem about every 30 minutes letting me know that a) it was messed up and b) they hadn’t given up on it. I would get credit or something for my time but eventually someone at Virgin decided the problem could not get fixed and they just set up a new account and moved over my number.
While Wendy and I moved to Bell, we think highly enough of Virgin to keep Mark’s cell phone with them and a large part of it has been exceptional customer service.
Lately my debit card hasn’t been working with the Bank of Montreal. It locks me out if I enter the PIN number in wrong and some times it just locks me out. I end up having to pay with credit and each time I call them up and I explain the problem. This is where it goes bad for me. They tell me that the system doesn’t work the way I describe it and it must be me. I have even been called a liar by the customer service reps. Instead of resetting my PIN, they make me go down to the branch so I can get it reset there.
The branch clerks are just as unhelpful. They too tell me that what I am describing is impossible. It’s nice to be called dishonest in person and over the phone.
The last time it happened, Wendy forgot her wallet at home and used my bank card. She used my old PIN number once and it locked her out. Again, we tried to explain on the phone and then in person and we were both called a liar and at the branch, they just blamed my card again.
Wendy and I have a joint account. Her card doesn’t work that way, just mine. It’s obviously a problem with either the BMO database or a weird account setting but no one offers to even look into the problem and that is what drives me crazy. I can handle a messed up account or software issues. I can even handle a “I have no idea why this is happening but I am working on it” answer but each time over the last two years I have walked away and realized that they a) either didn’t give a rip what was going on or b) are so disempowered that they literally can’t do anything to fix it. Either way it says a whole lot about the bank and how it treats its customers.
Right now I have given up on BMO. Air Miles are great but not if it means we great treated like this.