Experiences with credit card services - AMEX, RBC, TD Bank - Raj Wadhwani - ContactCenterWorld.com Blog
I am overseas and as usual I called in advance to let my card issuers know. AMEX Canada was great. TD Bank was appalling - the agent asked me lots of security questions and I answered them all. She asked where I was travelling (normal practice) but didn’t seem to have a clue where Lisbon was and after telling her where I was going she told me she could not authenticate me and suggested I go to my branch so they can verify who I am. (I think she was poorly trained and got confused with where I was going – she did not seem to know where Lisbon was) How absurd and I had to escalate this to my branch and the supervisors at the credit card hotline to get this resolved! It was a simple call to say I am going out of the country and I have done this lots of times yet TD made it so hard! Eventually got this resolved. The agent who first took my call at TD needed lots of training on service AND geography - funny, I have a special card for frequent business travellers!
We also called RBC and what a wasted opportunity to provide better service - we advised we were travelling and went thru all the usual stuff then was asked right at the end when are we travelling and we advised them today "Oh" was the answer, "I will need transfer you to security dept. so they can do this" ... why don't they ask when you are travelling at the start if its a different process I thought! Then, to add insult NO information was passed on to the next person so we had to do all the security questions over again! Very poor - simply ask at the outset if its key AND pass on information if you are going to transfer
So, my scores:
AMEX Canada 10/10
TD Bank 3/10 - very poor service and totally wrong suggesting I go my branch who would only tell me to call the card service hotline!
RBC 5/10 - poor process and can easily be improved!
... These are my ratings based on my experience as a customer!
Publish Date: February 19, 2013 9:59 PM