Washington Mutual seems to enjoy disappointing me as a customer. Way back in November I discovered a charge on my ATM account that I did not recognize. I promptly called customer service to find out more about the charge. Knowing that I was not in the store in question that day, or even in the weeks leading up to that date, I wanted that transaction investigated. They assured me someone would call me back in a few business days with more info.
My phone never rang, so 6 weeks later I called again. Customer service informed me that I would need to call back within normal business hours to follow up with the claims department. Since it’s incredibly difficult to get a live person on the phone, I didn’t get a chance to call back until today.
I’ve now been on the phone for 40 minutes. 32 of those minutes I’ve been on hold or trying to circumvent the automated phone system. It appears my query regarding that $11.48 transaction at an Organic-to-Go was never investigated. So “Patricia” is now discussing the issue with the claims department for me, since she’s all about good banking experiences for WaMu customers. What Patricia can’t explain to me is:
- Why did the first service rep I spoke to not submit the claim as he said he would do?
- Why did the second claims person tell me the claim was moved on to the claims department, so I’d have to call back and talk to them? If the third person finds no record of such a query, chances are the 2nd person should have been able to see that too.
- Why are banking professionals so freaking incompentent?
45 minutes into the call, I’m passed onto Eugene in the claims department Eugene doesn’t seem to want to spend time investigating an $11.48 claim when it was the only flagged transaction on my account in 4 months. Personally, I don’t care if it was $.50 at a news stand or $5000 at Fendi; it’s his job to care regardless of the size of the transaction. I don’t remember being in that location and want more info about that transaction. End of story.
50 minutes in Eugene reads back the notes he’s taken on the call. Sigh. I remind him that I’m 98% not 100% sure that I did not make that purchase. Could he please edit his notes accordingly.
Eugene: by the 26th, you should have the money back in you account. Oh, and I’m going to go ahead and cancel the debit card as we’re required to do with all questions of fraud. You can expect another one in 7-10 business days.
me: Excuse me, why are we canceling my card?
E: Because they’re obligated to do so as soon as a claim is started.
me: No one cancelled my card in November when I tried to file the first time. And don’t you think it would be, say, courteous to warn a customer that starting a fraud claim will automatically result in my card being cancelled. . .
Eugene’s: it’s WaMu’s standard operating procedure.
me: Eugene, since you know the procedure, and I as the customer do not, wouldn’t it be wise to let me know what the fallout of me starting a claim would be. (Here, take this medicine for her chest cold– 2 weeks later, oh by the way, that medicine causes kidney failure. Sorry). Perhaps I might want to get to the bank and get some money before you cancel my card.
E: I could put a note on your account to not close it until tomorrow, so you can get to the bank tonight. (by the tone of his voice, there was no guarantee that note would actually hold back the card cancellation)
me: Gosh, and get to spend another hour on the phone with customer service. Somehow I imagine my experience with WaMu could only go downhill from here.
Eugene confirms my address and assures me I’ll have a new card in 7-10 business days. There will also be an affadavit re: the fraud for me to sign. . . He ends by apologizing on behalf of the person who didn’t file the claim initially.
Thus far, I’ve spent about 3 hours on the phone over an $11.48 claim, which is perhaps WaMu’s aim. By the time you get past the automated system and are queued, most would give up on $11.48. But not me.
To enjoy more of my WAMU experiences, check out Lessons learned: only bank near your home
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