So I just got off the phone with my Bank (Understand how much I love Banks).
I was informed that my Debit Card was comprised and disabled to protect me. This wasn't a shock to me as I've had my debit and credit card accounts compromised 6 times in the past 5 years. Gary informed me that my card was used at a location with an employee suspected of defrauding cards, who could have had access to my number or who had tried frauding my card number directly.
My issue isn't with the method of protection, or the fact that it took them 2 days to call me after disabling my account. My issue deals with the banks protection of the fraud artists. I asked Gary if he could let me know what store was the store in question of defrauding my account. His response was "It's not the store that tried to fraud your card, it's the employee". Why oh why does the store get off so easily?? Shouldn't the responsibility lie with the store to find honest employees? Obviously, I'm not at fault, nor is the bank. The store should take some responsibility in hiring honest, law abiding employees before allowing them access to personal financial information.
The past 4 times my account was compromised, it was done at Gas Stations. I will take a wild guess and point the blame at some jerk-ass gas station employee. I guess the only way around this would be to only use cash at Gas Stations.
Showing posts with label banks. Show all posts
Showing posts with label banks. Show all posts
Monday, November 26, 2007
Thursday, January 25, 2007
Bank Case 2: Penniless and pondering
Saturday afternoon, and I’ve been working all day. It was the second day of my new job, and I needed to pay for my film development, get changed and showered, and run back to training for dinner and evening festivities. Being that Wal Mart (the 7th circle of hell) was the closest place I could develop film, I was forced to use their skill-less photo lab technicians to develop my film. After waiting an hour and a half to have my film developed, it was finally ready. I went to pay and found that my debit card was displaying insufficient funds. I found this odd, as the preceding Friday was a pay day. I was sure to have money in my account. I was also sure my card was functional, as I had used it earlier in the morning to pay for the film, currently being developed. I was forced to pay by Credit card.
It was 3:30, and I promptly called the Bank’s 1-800 number. After waiting on hold for 20 minutes, I was forced to hang up, as I had arrived at my destination. I thought it wise to use a land line and save myself some airtime. I re-called the bank, and waited another 20 minutes. I finally heard a voice. As usual, I was asked a series of security questions, used to thwart would be thieves. The CSR informed me that my card had been used at a location, known to compromise debit cards. I thanked her for canceling my card, and informed her that I needed money for the evening. The CSR was unable to help me. Since my card was cancelled by the fraud squad, I would have to get my money directly from a bank. Unfortunately, at 4:20, there are no banks open on Saturday (one of the many gripes I have with banks is their unaccommodating business hours). Essentially, I was stranded. The CSR then told me I could use my VISA to withdraw cash. The VISA withdrawal would have been a good idea had I remembered the pin that was given to me 8 years ago. I told the CSR that I didn’t know my VISA pin and could not withdraw any money. I then asked her if I could transfer my money to my account with an affiliated bank. The CSR informed me that since my card was frozen; all my bank accounts were frozen. I was left without cash. I asked to speak with a supervisor or member of the fraud squad. The CSR then promptly hung up on me. I am sure it was an accident. No… really…. I am. I called back once again, and once again, waited on hold for 20 minutes. Again, I answered my security questions, and spoke with yet another CSR. I explained my story to the CSR and he passed me on to a supervisor. The supervisor echoed her subordinate’s statements verbatim. My accounts were all locked and there’s nothing I can do about it until Monday (I later found out that although my card was frozen, they could have processed a transfer… but that’s a whole other story). I was puzzled. What is the point of the security questions to validate my identity over the phone if they really can’t do anything with my account? The supervisor repeated to me that she could not validate my identity and therefore could not unfreeze my account, or transfer any money for me. I guess this location that compromises debit cards is also housed with special Psychic Cashiers, who can predict my mom’s maiden name, guess my birth city, envision my first kiss and knows the name of my third grade teacher. Note to the readers: Never underestimate the psychic abilities of crooks!
It was now after 6:00. I had been on the phone with the banks for a couple of hours, and am penniless. The Bus is about to leave for our dinner destination, and I don’t have any money to do anything. This really sucks. I explained my situation to my new manager, and he loaned me $60 for the evening. On the bright side, we ended up going to a club in the evening, where the Bartender recognized me from Humber College. She gave me free beers and shots all night long.
Monday rolls around and I meet with my personal banking advisor. I explain the situation and she’s appalled. She tells me that I should have received a call as soon as my card was cancelled and she would call the Head office to investigate further. She gets me a replacement card and destroys the tainted card. She was surprised that it’s Monday and the bank still hasn’t called me to notify me my card was cancelled. Standard protocol is to call within 24 hours of an incident, but usually call immediately after canceling a card to avoid the situation I went though. Later that day a Fraud Squad member called me and notified me that my accounts are in order and no funds were siphoned from my account. He also notified me that even though my card was cancelled, my accounts were still active and should have been able to transfer money to my affiliated bank card. You really have to admire those clueless CSRs.
Friday evening, I’m at home and receive a call on my phone. I am asked a series of skill testing and personal questions. My bank has decided to call me and notify me that my card was compromised last week, and if I have used my card since. I was extremely pissed at this point. It took my bank a week to call me to notify me that my card was compromised?? This poor CSR got the brunt of my anger. I asked her if this was a joke, and if it was normal to call someone a WEEK after their card was cancelled. She told me that her supervisor had asked her to call me. And there it was. It was a pity call. I guess someone got in trouble for not calling me a week ago and tried to make amends by calling me a week later. I don’t hold the CSR here at fault at all. The problem lies with the way banks treat their customers. In the end, I would have been better off keeping my money in a jar beside my bed.
The above was yet another reason why I hate banks
It was 3:30, and I promptly called the Bank’s 1-800 number. After waiting on hold for 20 minutes, I was forced to hang up, as I had arrived at my destination. I thought it wise to use a land line and save myself some airtime. I re-called the bank, and waited another 20 minutes. I finally heard a voice. As usual, I was asked a series of security questions, used to thwart would be thieves. The CSR informed me that my card had been used at a location, known to compromise debit cards. I thanked her for canceling my card, and informed her that I needed money for the evening. The CSR was unable to help me. Since my card was cancelled by the fraud squad, I would have to get my money directly from a bank. Unfortunately, at 4:20, there are no banks open on Saturday (one of the many gripes I have with banks is their unaccommodating business hours). Essentially, I was stranded. The CSR then told me I could use my VISA to withdraw cash. The VISA withdrawal would have been a good idea had I remembered the pin that was given to me 8 years ago. I told the CSR that I didn’t know my VISA pin and could not withdraw any money. I then asked her if I could transfer my money to my account with an affiliated bank. The CSR informed me that since my card was frozen; all my bank accounts were frozen. I was left without cash. I asked to speak with a supervisor or member of the fraud squad. The CSR then promptly hung up on me. I am sure it was an accident. No… really…. I am. I called back once again, and once again, waited on hold for 20 minutes. Again, I answered my security questions, and spoke with yet another CSR. I explained my story to the CSR and he passed me on to a supervisor. The supervisor echoed her subordinate’s statements verbatim. My accounts were all locked and there’s nothing I can do about it until Monday (I later found out that although my card was frozen, they could have processed a transfer… but that’s a whole other story). I was puzzled. What is the point of the security questions to validate my identity over the phone if they really can’t do anything with my account? The supervisor repeated to me that she could not validate my identity and therefore could not unfreeze my account, or transfer any money for me. I guess this location that compromises debit cards is also housed with special Psychic Cashiers, who can predict my mom’s maiden name, guess my birth city, envision my first kiss and knows the name of my third grade teacher. Note to the readers: Never underestimate the psychic abilities of crooks!
It was now after 6:00. I had been on the phone with the banks for a couple of hours, and am penniless. The Bus is about to leave for our dinner destination, and I don’t have any money to do anything. This really sucks. I explained my situation to my new manager, and he loaned me $60 for the evening. On the bright side, we ended up going to a club in the evening, where the Bartender recognized me from Humber College. She gave me free beers and shots all night long.
Monday rolls around and I meet with my personal banking advisor. I explain the situation and she’s appalled. She tells me that I should have received a call as soon as my card was cancelled and she would call the Head office to investigate further. She gets me a replacement card and destroys the tainted card. She was surprised that it’s Monday and the bank still hasn’t called me to notify me my card was cancelled. Standard protocol is to call within 24 hours of an incident, but usually call immediately after canceling a card to avoid the situation I went though. Later that day a Fraud Squad member called me and notified me that my accounts are in order and no funds were siphoned from my account. He also notified me that even though my card was cancelled, my accounts were still active and should have been able to transfer money to my affiliated bank card. You really have to admire those clueless CSRs.
Friday evening, I’m at home and receive a call on my phone. I am asked a series of skill testing and personal questions. My bank has decided to call me and notify me that my card was compromised last week, and if I have used my card since. I was extremely pissed at this point. It took my bank a week to call me to notify me that my card was compromised?? This poor CSR got the brunt of my anger. I asked her if this was a joke, and if it was normal to call someone a WEEK after their card was cancelled. She told me that her supervisor had asked her to call me. And there it was. It was a pity call. I guess someone got in trouble for not calling me a week ago and tried to make amends by calling me a week later. I don’t hold the CSR here at fault at all. The problem lies with the way banks treat their customers. In the end, I would have been better off keeping my money in a jar beside my bed.
The above was yet another reason why I hate banks
Wednesday, January 24, 2007
Bank Case 1: Waiting at a bank
I figured I’d start off my case files with the quickest and most recent bank case.
I decided I’d start saving for my future and invest in some RRSPs. I currently invest money for retirement, but was looking for something a bit more stable. I opted for a Bank RRSP. It was 3:00pm on a Thursday (extended hours day) and I was the only customer in the bank. I walked up to the customer service desk and informed the CSR that I’d like to open and RRSP account. I was asked to take a seat. After waiting 15 minutes, the CSR approached me with some news. Unfortunately, all of the personal bankers were occupied and could not assist me. I’d have to come back another day. Now don’t get me wrong, I’m appreciative of this CSR’s advice, however, I would have liked to have known 15 minutes earlier that the bankers were all busy. Isn’t it her job to know how long each banker should take and when a banker should be free? So I left the bank with 15 minutes of my live given to the bank.
I then went to visit the bank on Saturday at 2:45. When I spoke to the CSR at this bank, I was informed that there wasn’t enough time to process my RRSP as the bank was to close at 3:00pm. I then glanced at the hours of operation, and noticed that the bank was open from 9:30 – 3:00. There was nobody in the bank, yet I was once again turned away.
The following Monday, I visited a different bank branch at 3:00 pm, and notified the CSR of my intentions to open an RRSP account. After waiting 25 minutes, the CSR asked me if I wouldn’t mind waiting two more minutes before meeting with a personal banker. Hooray for me!!! I’m going to finally meet the illusive personal banker. I imagine this is how the tin man felt when he finally got to meet the Wizard of Oz. Unfortunately, what the CSR meant to say was “Excuse me sir, would you mind if I let all these people behind you, ahead of you?”. Shortly after asking me to wait a couple more minutes, the CSR proceeded to usher the two clients who followed me into the bank, to their personal bankers. I waited an additional 15 minutes before the CSR asked me if I wouldn’t mind coming back another day as all the personal bankers were now occupied. So, I’ve been sitting in the waiting room for 40 minutes with nothing to do but play gold on my cell phone, and now the CSR has the nerve to ask me if I could come back another day. In total, this bank branch, which I shall remain nameless, has robbed me of over an hour of my time (I’m including drive and park time). I politely told the CSR that after waiting 40 minutes at her location, I wasn’t leaving the bank without setting up my RRSP. I waited an additional 10 minutes and met with my personal banker. He didn’t look anything like the Great Wizard of Oz. He was bumbling and tried to sell me a third RRSP solution.
All in all, this was a horrible experience, and hope that I’ll never have to deal with this bank until my 65th birthday. They’ll take my money, invest it without my intervention.
I decided I’d start saving for my future and invest in some RRSPs. I currently invest money for retirement, but was looking for something a bit more stable. I opted for a Bank RRSP. It was 3:00pm on a Thursday (extended hours day) and I was the only customer in the bank. I walked up to the customer service desk and informed the CSR that I’d like to open and RRSP account. I was asked to take a seat. After waiting 15 minutes, the CSR approached me with some news. Unfortunately, all of the personal bankers were occupied and could not assist me. I’d have to come back another day. Now don’t get me wrong, I’m appreciative of this CSR’s advice, however, I would have liked to have known 15 minutes earlier that the bankers were all busy. Isn’t it her job to know how long each banker should take and when a banker should be free? So I left the bank with 15 minutes of my live given to the bank.
I then went to visit the bank on Saturday at 2:45. When I spoke to the CSR at this bank, I was informed that there wasn’t enough time to process my RRSP as the bank was to close at 3:00pm. I then glanced at the hours of operation, and noticed that the bank was open from 9:30 – 3:00. There was nobody in the bank, yet I was once again turned away.
The following Monday, I visited a different bank branch at 3:00 pm, and notified the CSR of my intentions to open an RRSP account. After waiting 25 minutes, the CSR asked me if I wouldn’t mind waiting two more minutes before meeting with a personal banker. Hooray for me!!! I’m going to finally meet the illusive personal banker. I imagine this is how the tin man felt when he finally got to meet the Wizard of Oz. Unfortunately, what the CSR meant to say was “Excuse me sir, would you mind if I let all these people behind you, ahead of you?”. Shortly after asking me to wait a couple more minutes, the CSR proceeded to usher the two clients who followed me into the bank, to their personal bankers. I waited an additional 15 minutes before the CSR asked me if I wouldn’t mind coming back another day as all the personal bankers were now occupied. So, I’ve been sitting in the waiting room for 40 minutes with nothing to do but play gold on my cell phone, and now the CSR has the nerve to ask me if I could come back another day. In total, this bank branch, which I shall remain nameless, has robbed me of over an hour of my time (I’m including drive and park time). I politely told the CSR that after waiting 40 minutes at her location, I wasn’t leaving the bank without setting up my RRSP. I waited an additional 10 minutes and met with my personal banker. He didn’t look anything like the Great Wizard of Oz. He was bumbling and tried to sell me a third RRSP solution.
All in all, this was a horrible experience, and hope that I’ll never have to deal with this bank until my 65th birthday. They’ll take my money, invest it without my intervention.
Please stop being so hard on Banks! – A real inconvenient truth
I am a true friend of the bank. I get upset when people slag banks for being inconvenient, costly, inattentive, and self serving.
Why should banks be open before you leave for work, or after you finish work? I think we’re being a bit selfish in thinking that banks should offer hours of operation longer than 6.5 hours a day. Listen up bank customers, bank employees have families too. I’m sure they’d like to maximize the time they spend at home as much as you. Don’t you think it would be indecent to ask them to spend an entire 9 hour shift at work, simply to accommodate the customers? It’s true that banks close for every holiday, celebratory day and soon enough, mothers/Father’s Day; but let the employees have their days off! Really, these holidays aren’t coming as a surprise to us customers. They fall on the same days every year. Who cares if Veterans Day falls on a pay day? You’ll have to visit a money mart to get your cash pensioners! You should make it a priority to visit a bank on your lunch hour, the one day a week the bank is opened late, or on a Saturday. Brave those 30 minute line ups and understand that the banks really are here to serve you.
The banks have made numerous attempts to accommodate us customers. The banks have listened to our requests for later service hours, and have appeased us by introducing ABM machines and Online Banking. Where would I be without those 24 hour ABM machines? These two marvels of modern technology are godsends, albeit convenience does come with a price. Every ABM and internet transaction carries a minimum $1.25 per transaction price. I trust that my $1.25 transaction fee feeds the needed research used to prevent internet banking fraud, and ABM card scams. Just 5 months ago, my bank card was defrauded, duplicated and used. I am confident that without each of my accumulated $1.25 bank fees, they wouldn’t have had the manpower to cancel my card, and then notify me about it a week later. That one week notification could have easily been two months or longer. It’s this personal attention I don’t mind paying for.
When requesting personal branch banking, I don’t mind waiting 30 minutes for service, before being asked to go home as the bankers are all busy. Really, how could they know that the customer who preceded me would take over an hour to finalize a mortgage and house signing papers? I know that my time and patience is valued; it was written on a placard, hung on the wall.
I really do live banks and the services they offer. I leave these thoughts with you: Why do banks need to operate under business hours, and work unofficial holidays that accommodate the customer? What’s the big deal about them collecting a measly $1.25 each transaction they process for us? Doesn’t the service they provide reflect the cost of business? Aren’t banks always looking out for our best interests, and not only interested in milking us of every penny we own?
If you’d like to learn more about my experiences with banks, please read come of the Case files I will pos shortly.
Why should banks be open before you leave for work, or after you finish work? I think we’re being a bit selfish in thinking that banks should offer hours of operation longer than 6.5 hours a day. Listen up bank customers, bank employees have families too. I’m sure they’d like to maximize the time they spend at home as much as you. Don’t you think it would be indecent to ask them to spend an entire 9 hour shift at work, simply to accommodate the customers? It’s true that banks close for every holiday, celebratory day and soon enough, mothers/Father’s Day; but let the employees have their days off! Really, these holidays aren’t coming as a surprise to us customers. They fall on the same days every year. Who cares if Veterans Day falls on a pay day? You’ll have to visit a money mart to get your cash pensioners! You should make it a priority to visit a bank on your lunch hour, the one day a week the bank is opened late, or on a Saturday. Brave those 30 minute line ups and understand that the banks really are here to serve you.
The banks have made numerous attempts to accommodate us customers. The banks have listened to our requests for later service hours, and have appeased us by introducing ABM machines and Online Banking. Where would I be without those 24 hour ABM machines? These two marvels of modern technology are godsends, albeit convenience does come with a price. Every ABM and internet transaction carries a minimum $1.25 per transaction price. I trust that my $1.25 transaction fee feeds the needed research used to prevent internet banking fraud, and ABM card scams. Just 5 months ago, my bank card was defrauded, duplicated and used. I am confident that without each of my accumulated $1.25 bank fees, they wouldn’t have had the manpower to cancel my card, and then notify me about it a week later. That one week notification could have easily been two months or longer. It’s this personal attention I don’t mind paying for.
When requesting personal branch banking, I don’t mind waiting 30 minutes for service, before being asked to go home as the bankers are all busy. Really, how could they know that the customer who preceded me would take over an hour to finalize a mortgage and house signing papers? I know that my time and patience is valued; it was written on a placard, hung on the wall.
I really do live banks and the services they offer. I leave these thoughts with you: Why do banks need to operate under business hours, and work unofficial holidays that accommodate the customer? What’s the big deal about them collecting a measly $1.25 each transaction they process for us? Doesn’t the service they provide reflect the cost of business? Aren’t banks always looking out for our best interests, and not only interested in milking us of every penny we own?
If you’d like to learn more about my experiences with banks, please read come of the Case files I will pos shortly.
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