FURIOUS at my bank!!! What to do??? UPDATE

[aliceinwonderland]

WELL, TURNS OUT MY EMAIL TO THE ONE OF THE VERY TOP PEOPLE ACTUALLY MADE IT, AND SOME HIGHER-UP EXECUTIVE PERSON CONTACTED ME TO GET THE DETAILS OF THE SITUATION!!!! I FEEL BETTER NOW.
7 MONTHS PREGNANT AND BANK FRUSTRATION OBVIOUSLY DON'T MIX WELL: I WAS UPSET ALL DAY AND ALMOST ATE A WHOLE CHOCOLATE MOUSSE CAKE!! HER EMAIL CAME JUST IN TIME, LOL :)
I'm almost in tears: they returned a check for which there WERE sufficient funds in another account (they usually transfer the funds and charge me 10 bucks, they have done this in the past). There was also a SIGNIFICANT deposit the day before they bounced my check, but even not taking that into account, the current funds were sufficient!

I call and the first lady did the math and figured it was a bank error. Instead of admiting it, she transfers me to another idiot (supposedly a supervisor). He also does the math, adds some fees, but STILL it is clear they are in error(there WERE enough funds to cover my check, and then some). So he puts me on hold forever, trying to dig up more stuff. Comes back and starts saying things that make no sense, which contradict what the first lady said. I point this out, he says, well, she was wrong, I am right. i ask to talk to his supervisor, he doesn't want me to. I insist, he puts me on hold, saying she'll be right with me. I made it VERY clear I wanted to hold for hours if neccesary....After holding for a few minutes, someone picks up the phone and hangs up!! (this was a very clear, the music stopped, and there was a definete "click". WHAT TO DO!! I am SO SO mad!

[KMommie]

Ooooh, that makes me so mad!!! That customer service sounds terrible. Did you call a customer service line or your actual branch?

If you called the service line, I'd call back and demand to speak to a supervisor, maybe you'll get someone more competent or I'd call the branch instead, see if they can do something for you on their end (ask to speak to a manager right off the bat.) Also, make sure you get everyone's name you speak to.

If it was the branch, I'd either call back, or go in the branch in person, a PITA, I know. You definitely need to talk to a manager, and let them know about their c/s. Then, make sure they reverse all the charges---even if there's usually a charge for the overdraft. Did you sign up for overdraft protection? If you haven't, maybe it's been done as a courtesy in the past, but isn't policy? That might be where the oversight occurred. Either way, a manager should be able to rectify the charges, and make sure it doesn't happen again.

Sorry you had to deal with incompetent people!!

Jeannie
mommy to Kiki 4/18/03

[aliceinwonderland]

Yea, i do have overdraft protection...But this is my rent check they bounced, and this landlord is soo nice, I can't believe we "did" this to him...I did call the 800 number, becuase I really dislike my branch...
I'm seriously considering closing all my accounts with this bank and going for a small, community bank. I hate the way they behave, and this is the last straw!! Banks in New England are such a mess, anyway..

Thanks for listening.

[pritchettzoo]

If you have overdraft protection on that account, they are clearly in error. Also, banks usually process deposits before they process debits. Sounds like a SNAFU on their part.

If your branch is incompetent, call the 800 number back. If there's an option to cancel accounts, press that number. The cancellation department is usually staffed by top customer service reps who get credit for "saves." (We do this all the time when our idiot cell phone company screws up.) If you have to go to the regular people, I usually say, "I am very angry. Give me the highest ranking person there. Whomever gets paid the most. Because you sure as heck don't get paid enough to listen to me rant." That tactic normally works. Ask whomever you get transferred to if there is a higher-ranking person on duty. Don't curse, but don't hesitate to express how upset you are. If they start throwing the UCC at you, kick their a$$. Ask for chapter and verse and say you have the book open in front of you. That makes them stutter. If they can't tell you what provision they're citing, then ask for someone who can. We had to go through this rigamarole with NetBank and it was right after I'd taken Commercial Paper. Poor Boris, the NetBank rep... Anyway, if you can go online, you can look up the terms of your account. Review them, highlight what seems appropriate, and give 'em hell. Think of it as practice for law school. ;)

Anna
Mama to Gracie (9/16/03)

[aliceinwonderland]

Hmm, that is good advice.

i just sent a few emails to top-ranking people there, including their legal counsel...Not sure if they all went through, but I'll know if they didn't...
I'll call back if nothing happens, and follow your advice. Thanks so much!!

[snp624]

Is your bank Fleet, by any chance? I did have a bad experience with them. I had a Fleet credit card, and for some reason, I didn't get bills in the mail after I moved, though I requested the change. I called them three times, asking to start sending the bill to my new address, because I usually pay online when I get bills in mail otherwise I forget. Well, I did forget once, I was 2 or 3 days late, was charged a late fee. I called them, complained that they haven't been sending the bills I requested, and my late fee should be waivered. The lady says that she doesn't buy that because I have been paying my bills on time until that point, and their database says that they had sent the bill. (I actually received the bill few days later, with late fee already charged on it) Then she moves on to tell me I SHOULD TALK TO THE MAIL MAN instead. I told her that I will cancel my card, but she didn't waive my fee.

After I paid the bill + late fee, I called to cancel the card. They transfer to some kind of "specialist" and this lady is all nice, saying, "Oh, I am so sorry for what service said to you, could you keep the card if we give you the late fee back? What if we increase your limit?" Ah, I already cut the card up into pieces! I was really, really mad! I still have my bank account with Fleet though, I should probably choose something else, but just lazy to change the existing setup...! But I HATE Fleet!!

Sorry for rambling if your bank is not Fleet, but in any case, banks are such pain to deal with!

[aliceinwonderland]

No, it's Sovereign, and this is not the first time I've had a ad experince with them...It just wasn't over something so major as them returning a check!!

We have our car loan through a smaller community bank, and I've had a MUCH better experince with them...So I'm almost sure I'll be changing banks and going either to a community one or some sort of acredit union.

[snp624]

We had a mortgage with Sovereign before we bought this house. Didn't have any problem with them then, but I now know I shouldn't create account with them if I ever close my Fleet account!

ETA, Just realized this post looked so selfish. I do feel really, really bad for you! I just hate, hate dealing with banks!

[NEVE and TRISTAN]

I would switch banks as fast as you can!!!!...and write a quick letting them know why!!! retention is huge with banks...I call for any fee that I am charged and always get my money back with my bank I refuse to be nickle and dimed by my bank and they know it !!!!!!
Neve
http://home.nc.rr.com/ourbabytristan
AKA "mama2be"-forgot password
and Baby Boy Tristan born @UNC
Feb 25, 2003
Brother to 3 pups "gees" and 2 kitties

[amp]

Go Anna! I love your response! Great advice to the original poster! You take names and kick butt! To the OP, good luck getting it sorted out. Oh, and I would DEFINITELY switch banks now! And I'd let them know WHY!

[jojo2324]

Oh goodness, I would eat the whole chocolate mousse cake anyway!! :D I'm glad everything worked out!!

[Rachels]

I forget where you are, but if you're near Cambridge, try Cambridge Trust. I've been MUCH happier with them than with the big banks.

-Rachel
Mom to Abigail Rose
5/18/02

[aliceinwonderland]

yep, we're in Cambridge. Thanks for the suggestion. Definately changing banks soon.

[KMommie]

So glad that things worked out for you! :)

Jeannie
mommy to Kiki 4/18/03