Category Archives: Bank service

Banks card security procedures stymie card holder

Pondering the complications of online bank security changes

Both my bank and my credit card company have new security measures for their clients. While I applaud this step, it thumbs down for their procedures to do so. Why? Because they are making it difficult for the avtual card holder to do the changes. I thought these security measures were for our benefit, but if we can’t access our accounts, something is wrong.

Take Scotiabank’s new debit cards. Traditionally, you kept the same debit card, same number for ages (unless the card was stolen, lost, or mangled). I have had the last two happen to my debit card over the years. No problem getting a new card and get it working – including for my online account. And that’s where the problems are now happening. Here’s my story and I’m sticking to it.

Last Friday a new card arrived in the mail. No warning ahead of time from Scotiabank – by regular mail or in an online notification at my account. Remember, old debit cards have no expiry date so unlike credit cards you can’t check to see when the new card is expected to arrive. The new cards do have an expiry date, which will help somewhat for the future. But for now I decided yesterday afternoon to go to my bank in person and get all the changes made.

No problem with changing my card number for in-person banking. But the teller couldn’t change my online account because she didn’t have my password. I didn’t either – on me. I don’t carry my passwords around with me. She explained how I could to change it online. I wasn’t happy about the situation and said that I would have problems.

And boy did I – worse than anticipated. I wasted the rest of the afternoon with this. Starting with my laptop I tried to change the card number in my account but each time I tried to log in it kept going back to the old number and flashing ERROR # etc. at the top. I even changed my password. Didn’t work. So I called Scotiabank customer service and got a very patient helpful rep.

First she tried to help me fix it on the laptop. Didn’t work. Then we tried my desktop computer. At first it kept doing the same return to the old card number and wouldn’t let me in. Finally she had me click on something else and got me to the security questions which are necessary for this change. (That didn’t happen on the laptop). Finally we got in. Because computers are linked when I went to my laptop, I got in to my account immediately.

I thanked her profusely for her patience and help and got the Scotiabank phone no. to put in a complaint. I was very clear that the complaint was not against her or the teller but against the card being changed with a changed number  at all without any notice and the setup up for changing it on line (Instructions not in the cover letter with the card from Scotiabank). Again I got a sympathetic bank rep (so far – we’ll see what the result of my complaint brings). Again I was clear that my complaint was not against the teller or the customer service rep. – if anybody, it would be the assholes (pardon my language – I could use stronger language) who initiated this change and decided on how it would be done.

As for the credit card change – that is another bank and so far all I have done is go online to my account. After I enter the password I get this box about all the new security measures and the procedures for doing so. There are points in it to click on for more info. I did this. But I couldn’t see all the information because you couldn’t scroll down the pdf.

So I phoned to get some help. Got through to someone called Sarah right away and complained about the faulty design. She agreed and put me on hold and never came back. I was on hold for over 15 minutes before hanging up. Definitely I will be putting in a complaint about Sarah – if I can get through. I’m still mulling over whether to cancel my card and get another one from another bank….but why should I have to do this?

What do you think of this? Is security getting too complicated for the card holders to get around? Or am I just a luddite?

Cheers.

Sharon

Only Child Writes

 

 

 

 

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Filed under Bank service, Bank service complaints, Banking, Consumer action

Only Child slams bank “service”

Only Child ponders bank disservice

Only Child ponders bank disservice

I don’t physically go to my bank branch very often anymore but when I have to I expect service.

Am I being naive here?

Take this morning. Five minutes after the bank opened, I walked in on this first day of another month. At that point, the waiting lineup wasn’t too bad. (It became worse and longer as I waited). However, there were only two tellers working. The other two wickets were open but no one was there unless the bank (it is Scotiabank by the way.) is hiring invisible tellers.

The bank manager was flitting back and forth from teller to bank patrons, so on his way back to his office I spoke to him and wanted to know why on the first day of a month, a very busy day, there wasn’t a full slot of tellers from 9.30 a.m. (when the bank opens). He said, “another teller is coming in at 10 a.m.).” I blasted him with why all four tellers aren’t in when the bank opens.

“There should be a full slate of tellers from when the bank opens on the first day of the month. When I’ve come in a day or two later the tellers always mention how busy the first day is. And today, I have to go to my safety deposit box and that will leave one teller at the counter.”

After re-iterating that another teller was coming in at 10 a.m., he added, “I’ll keep that into consideration for future months,” he said. Then he passed the buck. He said he would talk to the branch officer in charge of staff and he would have to get permission from head office.

Oh really? He is the bank branch manager, so he should have charge of that.

Oh, I get it, the unspoken words. Bank costs. Let the tellers work part-time and scramble the hours around to cut costs. This doesn’t go with the big profits of Scotiabank. At the end of August, 2016, reports from Scotiabank stated that the bank  had a profit of over $1.9 billion in its third quarter. This amount is up from last year’s $1.8 billion

Something is screwy with all this.

After Mr. Bank Branch Manager returned to his office, I had a discussion with the young woman behind me and  a senior in line behind her. This lady, a retired teacher, had a walker,  but I’m glad she had something to sit in. The three of us agreed with what I complained about to the manager. And I’m not surprised it was me that did the complaining – I’m a former journalist turned unofficial consumer advocate, the latter by necessity.

The safety deposit necessity today  (as it is the beginning of every month) was the only reason I had to go into the bank branch. Usually I pay bills online, through direct payment from bank accounts or credit cards, and the odd one by regular mail. I’m not a fan of ATMs so I do a lot of my “bank withdrawals” using Cash Back at grocery and other stores.

If I could get money from my bank accounts through my computer I would.

Or I could pull a Stephen Leacock, the late Canadian humorous author who wrote a funny piece about a fellow who kept his money in a sock.

Hmm. Might be worth a try. Oh, I guess not, for security reasons. But I wouldn’t need a large sock. Might be a use for one of the odd socks people seem to accumulate.

Comments, please. What are some of your “customer service” experiences with financial institutions?

And that last word “institutions” might just say it all.

Cheers.

Sharon

Only Child Writes

 

 

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Filed under Bank service, Bank service complaints, Banking, Only child

Only Child deals with multiple snafus

Only Child down from running in circles

Only Child rests after running in circles

I’ve been running in circles today. Not only too much to do, but too many snafus to deal with at the same time. The worst part may be they are caused by others. Bad enough dealing with your own mistakes. And that’s why I’m late with this blog post. At least I made the day in posting.

Not going into a big long rundown of them all – but just for a taste here’s the really stupid one. There ought to be a string of jokes about bad banking deeds. Or maybe there is. The latest one to happen is on Friday I withdrew $30 from the bank – my bank, but not my branch. The teller gave me $30 cash but took it off my account twice. Sorting it out isn’t simple. When I caught it early Friday evening online back home, the bank branch was closed, so I had to call the main bank line for all branches. Nothing could be done because that branch is closed weekends but I got the Customer Services supervisor’s name and phone number plus the person from the main bank line said she was sending the info to that person now.

Yeah right. Not according to the Customer Service Super when I called her Monday morning. The latter might just be covering her ass because she hadn’t checked yet. So, once more I launched into my spiel and she said she would investigate and get back to me no later than Wednesday morning.

Today it was telephone tag. Her first call to me went into voice mail because I was outside dealing with a more serious snafu. “Snafu” may be a misnomer as this was some of the damage caused by God’s winter weather. Mike, my handyman and I were outside looking at and talking about the downspout and rain barrel damage and what he needs to do and cost. “One snafu at a time,” I said to Mike when I heard the phone inside ring.

Outcome (after several telephone tags with me stating when I was going out and not being listened to) was an apology from the bank’s customer service manager and the money has been credited to my account. Of course when I asked how the double posting could happen I got the loop answer. Maybe it was only $30 but going into May I have multi-bills to pay – all the utilities (some aren’t monthly) AND property taxes. At least Mike is understanding – I think he kept his work cost down and he agreed to let me come to the hardware store(s) with him so I can pay for the supplies with a credit card. The latter won’t need paying until June when the two extra utilities and property taxes don’t have bills.

The scary thing here is the cost for this property repair will probably be within ten or twenty dollars of the two utility bills and property taxes combined.

But the damage outside can’t wait until June. I hope all the stuff that needs repairs inside can wait until June.

I know. I need to go sit outside in my garden to relax. Wait a minute. Out front is the damaged juniper thanks to God’s extreme weather the past two winters. Out back is the rain barrel etc. stuff.

But Mike is coming Monday morning to fix the damage in the back – if it doesn’t rain then. I won’t be holding my breath.

I’m still going to sit outside and do some gardening. Maybe not this evening. Because this evening…

Nancy Bullis is interviewing me on Howl about my new mystery novel Beyond Blood at 10 p.m. this evening (April 28) on the University of Toronto radio station CIUT 89.5 FM. Don’t know if it is live-streamed online but you can check their website at http://www.ciut.fm/listen-now/

Howl is right. That’s what I feel like doing over all the snafus.

And I’ve only covered the surface of them.

Cheers.

Sharon A. Crawford

Only Child Writes

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Filed under Bank service, Banking, Beyond Blood, Garden Destruction, God, Life demands, Money, Problems, Snafus

Only Child’s good, bad and ugly 2014 list

Only Child's damaged evergreens and new growth

Only Child’s damaged evergreens and new growth

As 2014 soon ends, many people are making resolutions for 2015. Before I do that, I have to let go of 2014 with my summary of what I thought was good, bad and ugly. Here is a partial list. Some individuals/organizations/ things are on both because they behaved both well and badly. The ugly are the worst offenders – what I never want to see again.

The Good:

  1. My son Martin – he is at the top – for helping his old mom out so much, not just helping with computer stuff, but helping with house stuff, including offering to pay for a much-needed living room chesterfield when I get one this coming spring. Hot on his heels is his girlfriend, Juni, for helping me sort out my digital camera usage and photos. More on Martin’s goodness in last week’s post (for what he did in December 2013). See https://onlychildwrites.wordpress.com/2014/12/23/only-childs-meaning-of-christmas-2/
  2. My garden (spring, summer and fall) for providing a sanctuary of colour, fragrance and creativity.
  3. My health – what is good about it. I can still walk most days and garden and still am able to live in my home.
  4. My home, especially now that the boarder has moved out and I have my home back.
  5. God, for when he does listen to me – on a few big things such as getting the boarder out and making my new novel publication and book launch, etc. happen.
  6. My city councillor, Janet Davis and her staff for helping me out when city departments don’t do their job and/or are rude.
  7. The incredible Grace in Bell Canada’s resolution department for straightening out bad service issues including incompetent, unfriendly and rude technicians and call centre and billing department staff. And for taking $50 off on my Bell bill for the company’s screw-up and bad service.
  8. My bank branch for being so helpful, especially when one of their tellers screwed up when I paid a bill and took it from Utility (water and waste) instead of Property Taxes. The manager went out of her way to get the funds transferred back to me, including the interest charges for “late payment” and wrote a letter to the City of Toronto Property Tax Department about teller error not any non-payment on my part. So I still have my stellar paying-on-time status here.
  9. Mike, the handyman, for being top-notch and quick in repairing/upgrading in plumbing, electrical and also painting, etc.
  10. My friends who help me, especially Bob (who recommended Mike), Tanya and Alex, Marlene, Kathy, Carol and Al, and the librarians at the Toronto Public Library branches who are supportive of my books, doing readings and teaching workshops at library branches.

The Bad:

  1. God, for the too many times when he doesn’t listen, for the horrible weather he brought us worldwide in 2014 (and December 2013 too) and not repairing all the damage he caused to all our trees and gardens from the December 2013 ice storm in southern Ontario, Canada .
  2. The boarder for turning into a pain in the ass, taking over rooms in the house she wasn’t entitled to, leaving a dirty mess when she moved out – she was a boarder, not a renter.  Note here: I did take her in when she had nowhere else affordable to go. She overstayed her “welcome.”
  3. Any of the six utilities and their staff who screwed up with service.
  4. Toronto 311 call centre for one person’s rudeness and patronization and at first not even going to put in a complaint and request. I sicced Janet Davis’ staff on him.
  5. Toronto’s garbage collectors – or two from the garbage truck that picks up the green bin (veggie and the like scraps, used facial tissues) who missed one bag (not the same bag each time) three times in October and even after my complaint, did it again in December. Don’t have these problems with the actual garbage bins and recycling bins as they are handled by machine from the garbage truck.
  6. Telemarketers and their comrades in email. The pox on them.
  7. The weather itself – it is extreme all over. Nowhere on earth is good and safe to live.
  8. Time for running off at more than the mouth with the result we are running around in circles.
  9. Any stressors who interfere with people’s health.
  10. Health again – not just mine but many of my female friends between 50 and 70 have so many health problems, some big, some not. But all interfere with our quality of life. I don’t believe this is just from getting old.

The Ugly:

(the worst from the Bad list): the extreme weather, God (the bad parts), the former boarder, health issues and time-stealers.

So, what will 2015 bring? We shall see. I’m planning on tackling the time issue and will be deleting and delaying as much as I can. And focusing on what is important.

Happy, prosperous and healthy 2015 to all.

Cheers.

Sharon A. Crawford

Only Child Writes

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Filed under Bank service, Extreme Weather, Family and Friends, Garden Destruction, God, Health, Health Seniors, Home and Garden, Ice Storm Southern Ontario, Ice storm Toronto, Martin Crawford, Only child, Sharon A. Crawford, Stress, Time, Time management, Toronto

Only child learns lesson in banking service

Only Child ponders that banking situation

Yesterday I had an experience with my bank that throws out the usual premise of  “big banks, big bucks, low concern for the lowly customer.” It might have been because I was polite when I complained instead of my usual storming in and shouting.

To backtrack. It was the first day after the long Canada weekend and I expected somewhat of a lineup inside the bank.  I had to go in as I had to get into my safety deposit box. When I arrived, counting a couple of older adults (well, older than I am), nine people were ahead of me, including the two standing at the only two working tellers. This bank branch has four teller wickets. A third teller, a fellow I’d never seen before had the “another officer will be pleased to serve you” sign up and was busy doing whatever tellers do when they close but still have to finish up. The lady ahead of me in line told me she’d already complained – to a loan officer as the manager wasn’t in and that third “teller” with the closed wicket was really a teller. I waited in line 20 minutes and during that time counted 12 people and one dog behind me in line.

The teller usually takes you to the safety deposit boxes, but because they were so busy she had another staffer do this. Clearly, he’d never done the safety box detail before and I had to instruct him. I maintained my civility with him and the tellers – none of this was their fault.

And maybe deep down in my subconscious I remembered another visit to another bank years ago right after my mother died. Her pension cheque had just arrived and my godmother-aunt came with me to deposit it in my now late mother’s account. I had no idea if I could do this but my godmother said it was okay as I was just depositing it into her account, not cashing it. And I was going in as me, so my name would be on the deposit slip. In my memoir I write about this scenario.

What I do remember is something else connected to money. Mom’s pension cheque for August arrived just after she died.

My godmother takes me to Mom’s bank…

“Just fill in the deposit slip in your mother’s name and deposit the whole amount,” my godmother says. “Don’t even tell them she’s dead. You can do that in a few days when the cheque clears the bank.”

I hold my breath, keep my mouth shut and pass the deposit slip (copy made for my records) to the teller. As she looks at it, I imagine someone, God, my conscience personified, but definitely not my Mom, shouting in the teller’s ear.

“Julia Langevin is dead.”

The teller rubber stamps the cheque and the deposit slips, gives me one, and puts her copy and the cheque in her drawer.

The cheque clears. Of course the estate lawyer has to notify the company issuing the cheque of her death. They write back instructing me to return the cheque if it hasn’t already been processed,

(excerpted from You Can Go Home: Deconstructing the Demons, copyright 2011 Sharon Crawford)

The key words above are “if it hasn’t already been processed.”  The key word’s for yesterday’s bank incident could be “how to process.” I decided to phone head office and complain about the branch situation. No contact number was on the bank’s website so I phoned the general 800 number in the print phone book. Here a fellow told it me was the office of the president for complaining, and gave me a phone number…the French connection. Despite my French maiden name I can’t speak much French. So I left a cryptic message in English and checked online under the bank’s name and “president complaints” and found the English phone number.

I phoned and a pleasant man answered and took down my information. I made it clear that I gave full marks to the two tellers who were trying to cope. He replied, “thank you.” He took my name and phone number and said he would get back to me. I expected to wait a few days but it was more like a few minutes. The problem was one teller quit unexpectedly on the Friday, the third teller was a student who could only come in for the morning, and a new manager was coming in on Wednesday. And this bank representative apologized to me for the bad service.

So, is this a case of the old axiom of catching more flies with honey than vinegar? Or can bank employees – even connected to the president’s office – be polite and quick to sort out the problems?

Take your pick. Now, if only my bank balance could increase that easily.

Cheers.

Sharon

Only child writes

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Filed under Bank service, Bank service complaints, Banking, Civility, Complaining tactics, Only child, Only child memoir