Letter to the bank - thoughts?
October 10, 2008 10:27am CST
After you have read this, let me know what you think! Friday, October 10, 2008 Woodforest Bank Branch Manager Assistant Branch Manager Dear Branch & Assistant Manager, This letter is being written in regards to the account number xxxxxxxxxx. I’m not sure what seems to be the miscommunication between the employees and management at Woodforest Bank. This account was closed on or about September 16th, 2008. I and my husband spoke to the Assistant Manager and several employees and we were told on multiple occasions that once the account was closed no further transactions would go to the account. This is not the first time that we have been given wrong information by employees of your bank. Now, imagine my surprise when I happened to go online and discovered that once again you people have no idea how to do business and once again I was lied too and provided wrong information. How on earth is it that an organization such as yours can have a bunch of clueless people working there? Please explain this to me? The account was closed; why is it that the debits were allowed to go through and now the account is a negative $456.95 (as of 10/10/08)? Now, you may be wondering why I went online to check the account – which brings me to another point of miscommunication and lies by your clueless employees. On or about September 16th, 2008 – same time the xxxxxxxxx was closed – I opened a new account. We were told by the young man who opened the account and I quote “you will see a set-up fee of $9 on your account, but I will reverse that and you will see a credit of $9.” Now each and every day for a week I checked online to see if this was indeed done. WOW – my surprise – well not really I’m seriously just using humor right now; the fee was not reversed and I also see that I was charged $9.95 for a service fee and that account is a negative $14.15 (as of 10/10/08). These accounts need to be fixed immediately and permanently closed. I have had it with your nonsense, with your incompetence and with your lack of communication within your organization. I highly recommend that every employee in your organization be retrained starting from management on to the tellers. Everyone should be providing customers with the same information – regardless of whom you speak too, regardless of what branch you walk into; including calling the 1-800 number. Each and every time I have walked into the Chili Avenue or Hudson Avenue branch; speak to a manager or assistant manager; or speak to a representative on the telephone I have been provided with wrong information. That is no way of running or managing a business. Once again, I expect this matter to be rectified immediately. A very discouraged and unsatisfied customer, Account: xxxxxxxxxxx Account: xxxxxxxxxxx CC: Chili Avenue Branch, Corporate Branch in The Woodlands Texas
26 Nov 08
What do I think? Well personally I wouldn't use words such as lies (implies intent whereas mistakes/incompetence are probably nearer the mark). I wouldn't say 'clueless' I would say I was 'disappointed' with the level of service. I wouldn't use sarcasm in a letter, it doesn't reflect well on the writer. I would tend to write a little less passionately and more factually so that the mistakes are clearly reported, and your expected remedies clearly defined - use dates of when you would expect the mistakes to be rectified - tell them what your next steps will be (going to the head office, or bank regulatory authority). Sorry if this comes across as critical,but the accompanying text to this letter say 'let me know what you think...' I presume you didn't mean what did we think about banks making mistakes because they are always doing that!