The Unwanted Frock

Customer Service?????

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.


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Monica James

This is so true. I was on hold for a long time waiting for a agent for a company and a man's voice came on and said thank you for your call and hung up.


I had to call an airline after they changed a ticket and it didn't work for me. I kept receiving messages that the hold time would be 120 min, 245 min, etc. I tried at 9:30 pm and the wait time was 120 minutes but they gave an option to leave a number and they would call me back when my spot in line came up. I naively figured that the call back time would be approximately 11:30 pm so I left the number. The next morning the phone rang at 4:15 am. It was the airline. The employee was very courteous and spent thirty minutes on the phone with me.

Anne Brew

My father, when he retired, decided to change the branch of his bank to one nearer home. He said it felt rude to do so without letting the old manager know so he called in to break the news in person!
This was in the 1970s.

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