I closed my account at one of the country’s biggest banks after its ATM swallowed my card. I wasn’t in an actual bank when it happened so I picked up the phone next to the ATM that would connect me to customer service. After waiting on hold for thirty minutes, I hung up and left, hoping the next person couldn’t use my card to take money from my account.
But the other day when I needed cash and my new little bank’s ATM machine was being serviced, I decided to pay the $2.00 charge and get my cash from the big bank’s nearby ATM. It wasn’t until I got home that I realized that 2/3 of one of the $20 bills I received was missing.
After thirty minutes on the phone with the big bank’s customer service, I finally got a person who told me that my little bank had to dispute the transaction before I could get my $20.
So the next day, I went to my little bank, fully aware that I’d already wasted more than $20 worth of my time. To me, it was the principle. I went to customer service, showed a very nice man my partial $20 bill and my big bank’s ATM machine receipt.
He checked my ID and told me that they would dispute the transaction and deposit the $20 in my account. “It should be there in about a week,” he said. Then he excused himself for a moment and returned with a crisp new $20 bill. “I don’t see why you should have to wait,” he said.
Now, that’s customer service and that’s why I’ll stick with the little guy.