Revdex.com: I am currently months pregnant and my assets are frozen with no call, voicemail, text, letter, email, web account message, or explanation as to whyThere was no one available at the office due to the holiday and weekend and no one on the hour lost/stolen card phone service available to assistSo, I was unable to pay bills or buy groceries over the holiday with no notification as to why previous compromised cards, a compromised account, a customer service issue where I had to discuss an employee's poor behavior when I had to change my name after the wedding (the employee rudely told me my marriage certificate was insufficient), and now this? Not the best way to retain members Had I been notified, in any way at all, I wouldn't be as upsetAs it stands I called the only line available - the hour service line for lost and stolen cards - and they were unable to assist and referred me to member services when the office reopenedSo, I had absolutely no idea what was going on other than the fact that I had money in my account that I couldn't access via ATM, check, or debit card, with no pending transactions on the account, that had been frozen for no apparent reason known to me After discussing with the Stellhorn bank manager, when the office reopened, that I'm months pregnant with the flu and am frustrated over the lack of communication and lack of access to funds to purchase medicine, she informed me that I had a missed loan payment I asked her why, if this is due to an unpaid balance on the loan, a notification prior to freezing assets wasn't sent out ahead of time as a reminderI am paid biweekly by direct deposit to my account with them, and could have easily worked with a reminder notice or an associate to schedule the payment Her response: "because we don't do call outs for that and it's not our job to remind you to pay your bill." Which, ok cool, I work in the financial industry and I can see the perspective She seems to forget though, that retaining members IS actually part of her job and that I don't have a history of doing this In this case, with me being months pregnant, and having the flu, and having my assets frozen for the entire first week of the year (all which she knew and is on her recorded line), to retain me as a member would have required more compassion than that answerA simple apology for the inconvenience and better explanation or resolution for a lack of notice would have sufficed Plus, her competitors do provide that level of communication and reminder system along with every loan and credit agency I've ever worked with until now The company won't unfreeze assets until the bill is actually paid, which I understand and can appreciateThe payment is already scheduled on their books but I'm not actually paid until Friday What I didn't appreciate or understand was the attitude when I talked to the bank manager, lack of apology for the inconvenience, and the fact that they don't send out a notice prior to doing something as drastic as freezing assets for one missed payment After over ten years as a dedicated, loyal member I'll be closing my account as soon as possible
I am currently 7 months pregnant and my assets are frozen with no call, voicemail, text, letter, email, web account message, or explanation as to why. There was no one available at the office due to the holiday and weekend and no one on the 24 hour lost/stolen card phone service available to assist. So, I was unable to pay bills or buy groceries over the holiday with no notification as to why.
3 previous compromised cards, a compromised account, a customer service issue where I had to discuss an employee's poor behavior when I had to change my name after the wedding (the employee rudely told me my marriage certificate was insufficient), and now this? Not the best way to retain members.
Had I been notified, in any way at all, I wouldn't be as upset. As it stands I called the only line available - the 24 hour service line for lost and stolen cards - and they were unable to assist and referred me to member services when the office reopened. So, I had absolutely no idea what was going on other than the fact that I had money in my account that I couldn't access via ATM, check, or debit card, with no pending transactions on the account, that had been frozen for no apparent reason known to me.
After discussing with the Stellhorn bank manager, when the office reopened, that I'm 7 months pregnant with the flu and am frustrated over the lack of communication and lack of access to funds to purchase medicine, she informed me that I had a missed loan payment.
I asked her why, if this is due to an unpaid balance on the loan, a notification prior to freezing assets wasn't sent out ahead of time as a reminder. I am paid biweekly by direct deposit to my account with them, and could have easily worked with a reminder notice or an associate to schedule the payment.
Her response: "because we don't do call outs for that and it's not our job to remind you to pay your bill."
Which, ok cool, I work in the financial industry and I can see the perspective.
She seems to forget though, that retaining members IS actually part of her job and that I don't have a history of doing this.
In this case, with me being 7 months pregnant, and having the flu, and having my assets frozen for the entire first week of the year (all which she knew and is on her recorded line), to retain me as a member would have required more compassion than that answer. A simple apology for the inconvenience and better explanation or resolution for a lack of notice would have sufficed.
Plus, her competitors do provide that level of communication and reminder system along with every loan and credit agency I've ever worked with until now.
The company won't unfreeze assets until the bill is actually paid, which I understand and can appreciate. The payment is already scheduled on their books but I'm not actually paid until Friday.
What I didn't appreciate or understand was the attitude when I talked to the bank manager, lack of apology for the inconvenience, and the fact that they don't send out a notice prior to doing something as drastic as freezing assets for one missed payment.
After over ten years as a dedicated, loyal member I'll be closing my account as soon as possible.
Revdex.com: I am currently months pregnant and my assets are frozen with no call, voicemail, text, letter, email, web account message, or explanation as to whyThere was no one available at the office due to the holiday and weekend and no one on the hour lost/stolen card phone service available to assistSo, I was unable to pay bills or buy groceries over the holiday with no notification as to why previous compromised cards, a compromised account, a customer service issue where I had to discuss an employee's poor behavior when I had to change my name after the wedding (the employee rudely told me my marriage certificate was insufficient), and now this? Not the best way to retain members Had I been notified, in any way at all, I wouldn't be as upsetAs it stands I called the only line available - the hour service line for lost and stolen cards - and they were unable to assist and referred me to member services when the office reopenedSo, I had absolutely no idea what was going on other than the fact that I had money in my account that I couldn't access via ATM, check, or debit card, with no pending transactions on the account, that had been frozen for no apparent reason known to me After discussing with the Stellhorn bank manager, when the office reopened, that I'm months pregnant with the flu and am frustrated over the lack of communication and lack of access to funds to purchase medicine, she informed me that I had a missed loan payment I asked her why, if this is due to an unpaid balance on the loan, a notification prior to freezing assets wasn't sent out ahead of time as a reminderI am paid biweekly by direct deposit to my account with them, and could have easily worked with a reminder notice or an associate to schedule the payment Her response: "because we don't do call outs for that and it's not our job to remind you to pay your bill." Which, ok cool, I work in the financial industry and I can see the perspective She seems to forget though, that retaining members IS actually part of her job and that I don't have a history of doing this In this case, with me being months pregnant, and having the flu, and having my assets frozen for the entire first week of the year (all which she knew and is on her recorded line), to retain me as a member would have required more compassion than that answerA simple apology for the inconvenience and better explanation or resolution for a lack of notice would have sufficed Plus, her competitors do provide that level of communication and reminder system along with every loan and credit agency I've ever worked with until now The company won't unfreeze assets until the bill is actually paid, which I understand and can appreciateThe payment is already scheduled on their books but I'm not actually paid until Friday What I didn't appreciate or understand was the attitude when I talked to the bank manager, lack of apology for the inconvenience, and the fact that they don't send out a notice prior to doing something as drastic as freezing assets for one missed payment After over ten years as a dedicated, loyal member I'll be closing my account as soon as possible
Revdex.com:
I am currently 7 months pregnant and my assets are frozen with no call, voicemail, text, letter, email, web account message, or explanation as to why. There was no one available at the office due to the holiday and weekend and no one on the 24 hour lost/stolen card phone service available to assist. So, I was unable to pay bills or buy groceries over the holiday with no notification as to why.
3 previous compromised cards, a compromised account, a customer service issue where I had to discuss an employee's poor behavior when I had to change my name after the wedding (the employee rudely told me my marriage certificate was insufficient), and now this? Not the best way to retain members.
Had I been notified, in any way at all, I wouldn't be as upset. As it stands I called the only line available - the 24 hour service line for lost and stolen cards - and they were unable to assist and referred me to member services when the office reopened. So, I had absolutely no idea what was going on other than the fact that I had money in my account that I couldn't access via ATM, check, or debit card, with no pending transactions on the account, that had been frozen for no apparent reason known to me.
After discussing with the Stellhorn bank manager, when the office reopened, that I'm 7 months pregnant with the flu and am frustrated over the lack of communication and lack of access to funds to purchase medicine, she informed me that I had a missed loan payment.
I asked her why, if this is due to an unpaid balance on the loan, a notification prior to freezing assets wasn't sent out ahead of time as a reminder. I am paid biweekly by direct deposit to my account with them, and could have easily worked with a reminder notice or an associate to schedule the payment.
Her response: "because we don't do call outs for that and it's not our job to remind you to pay your bill."
Which, ok cool, I work in the financial industry and I can see the perspective.
She seems to forget though, that retaining members IS actually part of her job and that I don't have a history of doing this.
In this case, with me being 7 months pregnant, and having the flu, and having my assets frozen for the entire first week of the year (all which she knew and is on her recorded line), to retain me as a member would have required more compassion than that answer. A simple apology for the inconvenience and better explanation or resolution for a lack of notice would have sufficed.
Plus, her competitors do provide that level of communication and reminder system along with every loan and credit agency I've ever worked with until now.
The company won't unfreeze assets until the bill is actually paid, which I understand and can appreciate. The payment is already scheduled on their books but I'm not actually paid until Friday.
What I didn't appreciate or understand was the attitude when I talked to the bank manager, lack of apology for the inconvenience, and the fact that they don't send out a notice prior to doing something as drastic as freezing assets for one missed payment.
After over ten years as a dedicated, loyal member I'll be closing my account as soon as possible.