Here's the story...I have an account that I keep open and only leave a couple of dollars in at home. Mainly in case of emergency, but also so that my mother and family can deposit their usuall birthday or Christmas cash for the boys with ease since they bank there as well. It was also the first account I ever opened, so I am somewhat emotionally attached to it...but I digress.
My sister just started college and needed Internet access, but the phone company could not install DSL for a few weeks, so she decided to use the "free" AOL account in the interim. I allowed her to use the debit card from the aforementioned account to set up the account since she only needed it for 12 days on the "free" trial.
My sister is very detail oriented, so she spoke to 3 different reps who ASSURED her that the card wouldn't be charged and they only needed the number on file in case she went over the minutes. She also wrote down the confirmation number after she closed the account and was assured by 2 additional reps that NO CHARGES WOULD BE MADE TO THE ACCOUNT.
I received my bank statement, and lo and behold, not only is there a $9.95 fee, but of course an overdraft fee of $33.00!!! So OF COURSE, I immediately got on the phone to see what the hell happened. After about 11 reps, 4 supervisors, AND a letter to the Manager of Billing Operations & Services, of course I get the $9.95 back, but they don't give a DAMN about the overdraft fee they created!
And you see, my gripe isn't about the fee, because I'm sure my bank will reverse it, but there is a principle in this matter which I tried to communicate, and do you know that when their...well..."could not speak English-well"ians...who couldn't understand what I was saying and/follow my line of thought, they hung up on me? EACH ONE!!! I was also highly frustrated because for one, they have long wait times and a ridiculous voice activated promt, secondly becaus I had to keep asking them to repeat themselves because I didn't know what they were saying either!!!
So I had to pause for a moment yesterday after I asked, "Do you have ANY reps and or superivisors in the United States, and how do I reach them?!?!" Tera, that is not right!