Note: I sent this email to the Compass Bank Manager on December 19 and still have not had a reply from her. A simple "I'm sorry" would have sufficed, but they can't even do that.
Jenny Carlstrom:
My name is Griselda and on November 16, I opened up a checking account with $125 so that my pay checks could be directly deposited into that account. On November 24th, I used my debit card twice: $10 for gas and $1.08 at McDonalds. I was charged two overdraft fees of $32 for each transaction.
There are a few problems with this situation:
1.) I knew about the 7-day hold on new accounts, that's why I waited until the 8th day, but the lady that opened my account (Jennifer DeGraaff) seemed to be in a hurry that day and quickly went over all the information that I signed. She neglected to inform me that the hold is for 7 business days.
2.) Why were my debit card transactions approved at POS and I still get charged overdraft fees even if my account was never overdrawn?
3.) I came in to the Compass Bank on Marlandwood Road to see if I could resolve this situation—if it was my mistake, I fully intended to pay for it and go on with business—I got Ms. DeGraff, again, and as I began to explain the reason for my being there, she started to get defensive. At first, she did not know why I was charged the two overdraft fees either; so she asked another employee and then came back to me with the answer (the hold on new accounts). As a result of her defensiveness and negative attitude, I informed her that I wanted to close my account; at which time, she expressed no interest in trying to keep me as a customer.
I know that $125 may not mean a lot to your bank, but working with the public myself, I know that customer satisfaction is extremely important—whether the customer is spending one dollar or a thousand...
I was really disappointed because I was referred to your bank by a long-time customer of yours and was under the impression that Compass Bank was a bank that I could count on, trust, and receive excellent customer service from.
I appreciate the time that you have taken to read this e-mail and hope to hear from you soon.
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