I have had problems with this company before. Mainly, access to my account and funds.
Once, I reported an online service to have over charged me. I was just looking to get my money back. The result was the cancellation of my debit/check card. This was espescially bad since I was going on a vacation in another state one week later. After a few HOURS of complaining, I got a new card rushed to me. So, I went on my merry way to my vacation destination. I rented a hotel room, rented a car, and was ready to relax and enjoy myself.
Two days after my arrival, the check card was declined at a restaraunt. I called their customer relations number to see what the problem was since I had plenty of money in my account. I was told that my account was frozen based on security issues. I clarified that it was me making the purchases and verified ever transaction that week. They said that the card had been CANCELLED. Therefore I was stuck on the other side of the country without access to any of my money. Fotunately, I had friends to take care of me. Unfortunately, I came to visit them and turned out to beg for money from them
The most recent issue is more disturbing. I made a purchase from a local retailer on November 2. Immediately, the access to my funds in that amount was removed. This makes perfect sense. I spent the money.
I was unsatisfied with the product so I returned it to the store on November 4. I was expecting the fund to be returned to my account on the same, or at least the following day. When it wasnt there the next day, I called to find out the situation and an estimated time of the availibility.
First, I was told that it should be availible that day, November 5. Low and behold, it wasn't there by midnight. I called back on Sunday to find out the current status of MY money.
I spoke with a woman named Kadiesha (sp?) who had no answers to any of my questions. I asked her if I could please speak with a manager to get this issue resolved. According to her, there is no manager. Not that the manager was nor in or busy, but that there is no manager.
Since my questions were not answered. I called back, hoping to speak with someone who could do their job, relating to the customer by definition. I spoke with someone even worse, Denise. Denise told me that the money was already received by Chevy Chase Bank. But, my money isn't really MY money until Monday, "oh, wait, Tuesday." This is pretty ironic. They clain that Saturday is not a business day, yet every single branch of thiers is open and ready to process withdrawls and deposits and even to issue loans to customers.
I could tell that she wasn't capable either. I asked to speak with her manageer. Fter asking several times, I got Robert.
I am not really sure that Robert is any kind of manager. I had to be so insistant, she may have put anyone on the line claiming to be a manager.
Robert reviewed everything and assuered me that my funds would be availible on Monday morning at 6:00 AM. I ws somewhat relieved. That wasn't GREAT but it was good enough.
I was understandily a little skeptical so I called back again later that day. I spoke with a female named Cassetta (sp?) By this time I started to catch on to the fact that the representatives had scripts. It was not only that I as getting the same answer, but the answers were exactly the same, word for word.
Cassetta was not helpful at all. I asked to speak with a manager to get some answers to the issue. She said that SHE would speak with the manager. I was put on hold. After a few minutes, she regurgitated the same scripted answers as before. So, I asked her over and over to speak with this manager. Finally I got Joyce.
Joyce could only read the same prewritten responses I had heard every time. I was ready to give up, but I still had faith in Robert. I guess I was gullible enough to trust one of Chevy Chase's employees.
So, on Monday November 6, I woke up at 6:30. It was still a nagging issue on my mind so I called their toll free information line about my account. The availible funds amount had not changed at all. The BALANCE was adjusted properly, but I could not have access to the money deposited into their institution.
I needed clarification on my finances with Chevy Chase. Unfortunately, at the time of the first two calls, I didn;t have apen and paper to take names and notes.
When I did, I spoke with Ms. Proctor. (I guess I can;t speak with them on a first name basis anymore.) At this time I had come to realize that when I asked to speak to amanager, I was transferred to a customer service supervisor, not anyone who can resolve any problems. So, I asked to speak with a manager who was nto involved in customer service who could actually get something accomplished.
They can't do that — or at least wont. (cant and wont are very different words.) So I was transferred to another representative named Ms. King.
My dealing with Ms. King was worst of all. Ms. King refused to let me speak with her supervisor. She said she didn;t have any suprvision of her work. Hmm, that would make her the CEO I guess. I asked SIX times to speak with either her supervisor or a banking official not related to the customer service department. No, no, no.
First of all, she blamed the retailer. I WORK FOR THIS RETAILER! I know how the processes and proceedures are handled with credit cards.
I guess she gave up on that excuse and decided to blame the credit card processing company. Now, I workwith this company and deal with the credit card processors ofter. I called them regardign this issue and was told that the funds have already been transferred to Chevy Chase Bank. I relayed this information to Joyce. Ms. King's lies were foiled again... Time to blame someone else.
This time it was Visa. Apparently Visa has no delay (I have timed it, the money's accessibility is done withing 5 seconds.) in transmiiting the information that takes those funds accessivility out of my account. BUT, movign money in the other direction is too difficult for the Mom & Pop company known as Visa. This is according to Joyce. Of course it isnt true, but that is what she told me.
I could see that the blame would never be taken by the bank. I told ehr that I called the bank's automated information systemand the balance had already been increased. And, even better, the deposit had been POSTED to my account!
I asked to speak with a supervisor a few times. She said that SHE would talk to the supervisor, not me. Now, I don;t know if she talked to anyone. Seeing that there is not any proof of this, I don;t know if she talked to a supervisor on went to get a cup of coffee. When she came back on, she said that the supervisor would ahve told her the same thing she just did.
She then said that she would build a case for this issue. But first she had to check to see if I had any other cases pending involved in this fiasco. I was on hold for a few minutes. She said that there were no cases pending, but she would not take the time to create one. She had already heard everything I had to sy and creating a case wouldn't be worth it.
She then told me that she was really proud of herself as to how she handled the call and dispensed this information. I don't see how anyone can derive PRIDE for horrible customer relations, but apparently they do at Chevy Chase.
Now, the worst part..
I checked, my banking record online. The money transfer had been completely removed form the account. I called the automated information line and found the sme thing. Now, the money will never be mine. It was filed away and the money is now the property of the bank.
Why should I, or anyone trust this bank? They can't tell the truth. They can't let you hjave your own money.
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