Category Archives: Banking

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 asks: Is this good customer service? Part 1

Your customer service rep today

Customer service is becoming non-existent in my life if the past two weeks are any indication. Here is one of those real stories.

The Bank and the Safety Deposit Box

For 19 years I have had a safety deposit box at the same bank branch. The box’s location? Floor level. Not great for a senior with bad knees and bad feet and a bad temper when the first two act up.

So, I decided I would get the box changed to one higher up. Might as well get up in the world.

Well, pardon my knees – maybe I should have gotten down on them and screamed bloody murder.

No one at the bank branch seemed to know what the procedure was. First time near the end of the rental year for the floor box, when I went in about it, a teller told me to come in a few days before the actual fiscal year end. So I did and those who should know better were running around like the proverbial chicken with no head – except the chicken would score higher on the intelligence level.

The teller didn’t know but at least had the sense to check with Debbie, the Customer Service Manager. Debbie didn’t know how to close it either. Isn’t it her job to know the ins and outs of customer service? I was told that only the teller named Tina knew what to do and to come back the day it closes and she could do it all then.

It was beginning to sound like some secret ritual.

So I showed up the last day of the rental contract, the last day I could pay. Tina was there and transferred my payment from my chequing account. Tina tried to close the account and open a new one so the box could be moved.

The computer couldn’t do it. Tina said it would have had to be done a few days before and I said I did come in then but nobody knew what to do. She figured it would work on the Monday so said to come in then. Monday arrived and I was too busy with writing work (and dealing with other snafus – for another post), so decided to be courteous and call the branch and leave a message for Tina.

And ran into recorded voice mail hell. You can no longer just leave a voice mail message for someone at the bank branch. You get this female robot voice asking what you want – of course their less than pea-sized robotic brain has a limited number of what they will recognize. So the voice asked for my bank card number. Which I gave her. She said it wasn’t recognized and I immediately got back to square one when you call in.

I ended up calling the main line, complaining, and a very nice and smart representative named Dennis got me transferred to the branch…to Debbie, the customer service manager – oh excuse me, her voice mail. So I just left a message to pass along to Tina that I couldn’t come in today and was just calling as a courtesy. Tina called back shortly and I said I couldn’t come in before Friday but she wasn’t going to be in Friday. Friday is the only way this damn bank branch is open to 6 p.m. and I couldn’t see why I should steal from my work time to waste time at a bank because they don’t know what they are doing.

So I went in around 3 p.m. Thursday and got into the line. The manager, Vince, was walking by and I told him loudly all about my problem and that only Tina knew what to do to change safety deposit boxes, etc. etc. And that the others, particularly Debbie,  the customer service manager needed some retraining. He apologized – but I wasn’t impressed. He always comes across as an unintelligent jerk – a yes man who doesn’t listen. The previous bank manager, a woman, was so much smarter and helpful. She was quick to straighten out a mess one of her tellers made including writing the utility companies involved to tell them it was a teller’s error and I always pay my bills on time. But she’s not there and we are stuck with Vince and Debbie.

Tina did straighten everything out and I got my new safety deposit box at eye level. Tina also got my up-to-date email where  she said I would receive a survey. and I could tell what happened.

I expected the survey, but not a place to put everything.

The survey, not only had a place for comments about what happened, but asked the question “What would correct this situation?”

My answer? Get rid of Vince; retrain Debbie and train the rest of the staff.

Then I rated them: Tina A+, everyone else at the bank involved F-

Now when I go into the bank branch I’ll be looking to see if Vince is Gone Boy.

There are many more customer service snafu stories in the city of Toronto. Hang on – I’ll be writing more in upcoming posts. No one will be spared and sometimes I will name full names.

Cheers.

Sharon

Only Child Writes

 

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Filed under Actions Consequences, Banking, finances, Problems

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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Only Child’s financial woes continue – thanks to outside sources

Only child stews about financial woes

Only child stews about financial woes

Despite inheriting some of my mother’s ability to live frugally and have a financial budget, I am still having too many instances of running out of money the last week of the month. What really ticks me off for this month is that all the financial woes are caused by other individuals or government departments or banks screwing up.

Take yesterday as a big example of what can go wrong:

I was (and still am as of today) waiting for Service Canada, the GST people, Ontario Government and the like to sort out three payments I’m supposed to receive from forms filled in on my tax returns for 2015. So far I have not received the once a year Seniors grant all seniors get if we apply for it annually  (which I did). And for us low income seniors there is the property tax and energy credit – this one goes into your bank account once a month for 12 months and the GST rebate, put in your account quarterly. All should have been put in this month of July and they usually are. You have to have your assessment from the CRA first – well I got that over a month ago and had filed my 2015 income tax returns same time as every year – last week in April. But the money hasn’t been put in my bank account for any of those three.

To add insult to injury, I couldn’t access my bank account online yesterday to see if anything had been deposited. Neither could any other Scotiabank customer. Scotiabank was having computer server difficulties from an upgrade done over the weekend. I didn’t check my account on the weekend so don’t know for sure if the inaccessibility was all weekend or all Monday. What I do knowis  that when I checked – mid- morning Monday and several more times during the day to about 4.45 p.m., I still couldn’t sign into my account.

I wasn’t going to waste my time with a trip to my bank branch with nothing to deposit and no idea if there would be enough there to withdraw anything. (more on that first part shortly). Okay, so I decided to do the telephone banking. Wouldn’t hurt for once. But I couldn’t get very far there. When you get the recorded voice it tells you to press 1 for text and press 2 for screen. No option for land line phones. Excuse me – we don’t all have smart phones. So I pressed nothing and got a repeat of the recorded message. I hung up and had to call customer service. At least I got a good service representative who knew her stuff and not only gave me my bank balances (Nope! No government deposits then or today either when I was able to access my accounts online), she also agreed to pass along my complaints to her supervisor and from there it would go to a manager. I requested that manager call me back about it. Besides the complaint about the telephone service missing the third option, I also complained about the misleading pop up on the bank website when you tried to sign in to your account. The pop up had Scotiabank’s apology for the inaccessibility online but suggested bank customers could use their mobile apps as that function  was still working.

Is all this access setup (excluding the outage) discrimination for those who don’t have all the latest technology?

And being a former journalist, I dug further. At the Canadian Outages website  I found out more information including a lot of other disgruntled Scotiabank customers. And some of them like me have computers and land lines. No smart phones with mobile apps, not that everybody with a mobile could connect to their Scotiabank with the mobile app – it wasn’t working all the time either. Check out the Canadian outages website – there are more comments on the bad Scotiabank service. Even though I am not for all of this excess technology, the basic online account and being able to access it I find is necessary. If you think I’m lazy, think about people with mobility issues who can’t exactly dash off to their bank branch.

And I am still waiting for one of my major business clients to pay me for a writing course I taught for them (and their patrons) in June. I’m still waiting for my cheques despite submitting signed contract copies twice (one as far back as the end of April)  – the second submission (all by email) was because the client’s administration department had lost one of the first submissions. The person I was dealing with in person for the course did his part re getting the process going for my cheques and has been diligent in following up on all my inquiries. It’s the administration and financial departments there that messed everything up.

So that is why I am sitting (and fuming) with less than $75. to buy necessary health supplements and food.

Now if I was a lazy bum and not a senior, maybe I could blame myself.

But it’s not my fault and I’m doing all I can to get things fixed and moving.

No wonder I’m cranky a lot.

At least I did receive notice from Service Canada (via regular mail) that my GIS is being continued for 2016 to 2017 and it and my OAS (both for seniors) have been increased. They gave me the amount. Supposed to start with this month’s payment – tomorrow – in my bank account.

Now, let’s hope it gets deposited July 27, 2016 and I can see it online.

Seeing is believing – that’s my motto for living. “Hope” is a four-letter word.

Cheers (I think).

Sharon

Only Child Writes

 

 

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Filed under Bank service complaints, Banking, Clients, finances, Life demands, Mother, Old Age pensions, Poverty

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 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