TD Bank or Mozart?(PART 1 OF 3)
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Kato, how come you're comparing TD Bank with Mozart?
Diane, do you remember that TD Bank once pissed me off?
Yes, I do. You did write about a special offer from the bank, which closed your credit account by mistake.
That's right. The offer is as follows:
Here's how to use
your enclosed TD Visa cheques:
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From now until February 28, 2013, use your TD Visa Cheques to pay off other higher-rate non-TD credit card balance. It's easy.
- Write each TD Visa Cheque for any amount, up to the available credit limit on your Card.
- Present it to the non-TD credit issuer you wish to pay.
- The amount on the Cheque will be charged to your TD Credit Card Account ar an interest rate of 2.9% for 6 months.
So, Kato, you tried to take advantage of the 2.9% special offer, did't you?
You bet. Instead of writing a cheque, I phoned the TD bank to avoid walking to my Royal Bank brach to pay off the Royal Bank visa balance---roughly $5,800.
Then what happened?
I talked to Erica---one of the representatives at the TD bank. Just read the following conversation:
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My name is Erica. How may I help you?
Could you do a balance transfer for me?
Yes, I think I can. Let me have your name and account number, please. (I gave her the required information.) Let me get into your account on the computer... Well ... Unfortunately, your account is closed.
No kidding! You see, I've received the special offer from your bank, and your bank sent me an account statement as of January 7, which I received 10 days ago. How could you possibly close my account?
Let me see... According to your file on the computer, your account has been closed automatically because you haven't used your credit card for 2 years.
Look! I haven't received any notice regarding this closure. Yet, you sent me a brochure of special offer and still keeps on sending me account statements. And you're saying that my credit account has been automatically closed. Why the heck is that?
I don't know exactly what happened. It seems that your account balance is zero and no activities have been taking place during the last 2 years. So the computer has closed your account automatically.
Listen! Apparently there is no internal communication between the computer and the human beings at your bank. Lack of proper communication! Do you know what I mean? This is a serious mistake arising from the lack of proper communication at your bank!
I apologize for the inconvenience.
I don't need your apology. What I want you to do is to re-activate my account.
I don't think I can.
Why not?
...'Cause I don't have any authority to do that.
I think your bank has a serious problem now. I've been doing business with your bank for more than 20 years. That is, my credit account has been at your bank for more than 20 years. In the previous years, when no activities took place on my account for 2 years, you sent me a notice whether or not I'd like to continue to hold an account. And now your dumb computer automatically closed my account. This is one of the most foolish bank activities I've ever heard of.
I'm sorry but I can't help you on this matter.
Well, in this case, I'd like to place a formal complaint. Please give me the name of your vice-president in charg of customer services or credir card operations so that I can write a letter of complaint.
You can't do that.
Why not?
...'Cause you'd have to comply with the bank's procedure if you want to place a formal complaint. First of all, one of our officers would have to evaluate your complaint wether or not to proceed.
That's a piece of nonsensical bullshit! Listen, Erica! We live in a free world, you know. Have you ever heard of freedom of speech or freedom of expression?
Yes, of course, I have.
Then I don't need to obey your rule! I should be able to say or write whatever I want to complain without your evaluation.
But you have to comply with my bank's procedure.
Listen, Erica! I don't have to obey your rule, which is NOT a law. If I like, I could report this to the world.
... to the world? How could you possibly do that?
Well ... I'm a blogger, and my readers are all over the world---79 countries if I tell you exactly. When the people all over the world get to know this foolish bank activity, they try to avoid TD Bank.
Wait a minute! I don't think I can handle this problem any more. Would you like to talk to my manager?
Yes, of course, by all means.
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Good morning. My name is Christopher. My Employee ID is 30223. How may I help you?
Your computer did automatically close my account without sending me any notice.
I suppose it's for security reason.
Are you saying that I'm a security risk?
No, you are NOT. Since you haven't used your credit card for two years, somebody else might use it. That's the kind of security risk I'm talking about.
You're talking about the your bank's security, not customers' satisfaction. They say, customers are a king, but at your bank, the dumb computer seems to be a king. Accordingly, without any communication between the stupid machine and the human, your bank made a serious mistake. So I want you to re-activate my account right away.
Sorry, but I can't do that.
Why not?
I'm not allowed to do that, Sir.
So at your bank, your dumb computer is the real king, isn't it?
No, it is NOT, but I can't re-activate your account.
As a manager you should be able to override the dumb computer's foolish decision, shouldn't you?
At my bank, unfortunately, this is not the case, Sir. Anything else I can help you with?
No, nothing else. If you're inferior to the dumb computer, I don't think I should talk about anything else with you.
SOURCE: "Selfish TD Bank"
(February 3, 2013)
Kato, are you still angry with the bank?
No, not really.
Then how come you've brought up the same complaint?
... Simply because I'm just curious about how well the above article ("Selfish TD Bank") is read on the Net.
Is it well-read?
I suppose so.
Kato, how do you know?
Take a look at the following map and list.
(To be followed)
