I have used my Cambridge bank for about thirty years. One of my favorite things about it was its approach to customers. When I called the bank, an actual person answered.
When I call now, I get the following recorded message: “This is Judy (no relation) in customer service and we’ll be with you in a minute.”
Last week, I got an email from the bank saying my income tax report for my savings account was available online. (In the past, the bank mailed these reports.) I logged in to my account, clicked on Documents as instructed, and got a message saying that page was not available. I tried again a week later, and got the same message. So I called customer service to report this, and after “This is Judy…” I stayed on hold for a few moments before I accepted the option of having the Bank call me when someone is available to talk. No surprise, nobody called me back.
The electronic age has streamlined a lot of processes. Customer service is not one of them.