Where is the Customer in Customer Service?

I am very confused these days because company after company talk about how customers are their "number 1" priority. I guess the "number 1" priority is getting customers to their business, but there's no sign they want to cultivate and keep that customer.

To illustrate, let me tell you a little story that happened to me recently. About a month ago I opened up a new business checking account with Chase Bank at a branch in Irvine, CA. The teller was nice, not very knowledgeable about the promotion that actually enticed me to come in to the branch and open up a new account, but at least she was nice.

This account also came with a business checking debit card. I specifically asked the bank rep whether or not transactions done with the debit card would put the funds on hold until the merchant actually submitted a request to withdraw the funds. She advised me that funds are put on hold.

About two weeks later I made several purchases with my debit card. I admit that sometimes I'm not the best at remembering to note every transaction; however I wasn't too worried because I was only using my debit card. I figured no matter what the transaction would put the funds on hold and all I would have to do is either check on line or call for my current available balance.

As I stated I made several transactions from Friday through Sunday; constantly checking my balance via the phone or online. Sunday night I checked my balance and I'd just made a purchase online, so I only had a few dollars left in the account. I decided that Monday night, after work I'd make a deposit. Not because I was overdrawn, just to make a deposit. Monday rolls around, and I make my deposit at the ATM machine. The machine gives me my receipt and I'm nearly $70.00 overdrawn. I'm truly perplexed.

I send a confidential email to the bank via my online banking center. The next day I get a vague response advising that they apologize for the inconvenience, blah, blah, blah. It was a bit vague, but I thought the matter had been rectified. At least that's what I thought until I got the nasty letter saying I had 10 days to bring the account current or they were going to close my account and report me all over the place.

I placed a call to customer service. The phone teller wasn't much help. She went on how the account had become overdrawn and then there was a fee, then another item came through and that caused a second overdraft fee. I went through my whole story to no avail. I asked to speak to a supervisor, and a woman named Kelly got on the line. I went over and over the situation and all Kelly would tell me was that at some point the account was overdrawn.

I brought up the fact that all my transactions were done with my debit card, and I had been told the funds would be put on hold. She said no, it's not up to the bank. It's up to the merchant to place a hold. Really? I don't think that's 100% true, but not the point at the moment. Finally I ask her what she can do since this is partially the bank's fault. After more tug-of-war, she ultimately says "nothing." I can't waive fees on new accounts. Really? You don't say!

I'm very perturbed by now. So, I tell her that I have a blog and that I'm a contributing author on Associated Content. I advised her that if she was unwilling to at least share the fees, I'd pay the fees, close my account and make sure that EVERYONE I come into contact with finds out about the "no customer service" policy at Chase Bank, and this is all thanks to Kelly the "escalation supervisor" who works at some non-descript call center. Kelly then made some snide remark "Sure you do. Can you hold"? I said yes, and she disappeared. I was half expecting her to hang up on me. About 10 minutes later she transferred to the branch manager at my branch in Irvine, CA.

Kelly never said she was going to call the branch manager, just put me on hold and then mumbled some kind of introduction and connected me to Jeffrey. I told Jeffrey my whole story from beginning to end. Jeffrey apologized for the lack of service I received. He was courteous and reversed one of the fees. He also informed me that sometimes there is a delay in transactions either posting or funds being placed on hold.

Thanks to Jeffrey I won't be closing my account; however I doubt I would recommend Chase to anyone. While Jeffrey was very polite and helpful, I think it speaks very poorly of Chase that I had to tell my story to the phone teller, then to the "escalation manager," before getting any real customer service I had to resort to threaten the "escalation manager" that if I didn't get some kind of meeting in the middle that I would cancel my account, and make sure that EVERYONE on my blog and all the readers of Associated Content would know that I canceled my account thanks to the lack of service received from Kelly.

I promised Jeffrey that I would write good things about him, and I am. He's the ONLY reason I'm still banking with Chase. Maybe Chase should hire more people with Jeff's skills and send the Kelly's of the company for more training. However, I just realized Kelly's title is "Escalation Manager," and she lives up to the title perfectly. My temper was definitely escalated by the time she was done with me.