It’s not often you get the chance to directly compare service from 3 different banks on the exact same customer-service issue. But I did yesterday.
You may recall I was nearly stranded without money during my UK holiday, since my cards were not set up with chip technology.
Sure enough, upon my return, there were three, count ’em, 3, very discreet envelopes in my mail containing new cards from Vancity, ING and Royal Bank of Canada respectively. Each one had a different process for activating them. Here are the (drum roll) results:
FIRST UP: ING
I heart that bank.
As always, they were slick. I called the phone number which was a direct line for card activations, followed about three quick prompts and…. DONE. Just like that. 5 minutes tops. Except trying to memorize the new pin will be a pain in the neck.
SECOND UP: Vancity Credit Union, (aka seller-offer-of-formerly-best-bank-in-Canada)
I got the card, read the letter and … nothing. I had to do nothing. Did you read that? Nothing. Zip. It was all taken care of for me and I could keep the same pin. “That was easy”.
LAST UP: Royal Bank of Canada
- Call Toll-Free number.
- Got “this number is temporarily unavailable” kind of message
- Called Toll-Free number again
- Entered Card number.
- Got put through to agent
- Had to verbally give my number again to agent. It took her three (3!) tries.
- Agent then asked “how old are you” as a security question. I said, “Uh… can you ask me something else?” She then asked my date of birth which I gave, albeit aware it was essentially the same question. Somehow at least it *sounds* more respectful though.
- Agent then said some kind of activation was taking place and meantime she started to pitch me on insurance I don’t want.
- “I don’t want that insurance”, I said, loudly and clearly
- “Uh, Well, Anyway….” the agent said then continued exactly where she’d left off on the pitch
- I then recalled this was THE EXACT SAME PITCH I GOT LAST TIME when I got a new card from RBC, AND I HAD ALREADY SAID I DID NOT WANT THAT INSURANCE BACK THEN TOO
- I put the phone on speaker and carried on with some paperwork while she continued
- “Are you still there?” agent asked
- “Is my card activated?” I replied
- “Yes” she said.
- “Great, thanks a lot,” I said, and we politely said goodbye.
I totally understand she was just doing her job.
Guess, just guess, who won the customer service showdown, and who lost.
psst — want to know why I have 3 bank accounts? Because I know how to rock them to reach my goals. So do my clients. You can too.
Photo Credit: 24oranges