Customer came into the bank complaining of a duplicate charge on his debit card. Customer claimed he spent 1.5 hour on his cell phone trying to reach them - so we called with the office phone.
Spent 0.5 hours on the phone before we were disconnected. We started the queue as number 92 and went down to 82 before being disconnected.
Today -
I called and started the queue at number 25.2 hours and 50 minutes later I hungup because I had only reached number 6.
Call Log:
Started as Caller 25, estimated hold time 3 minutes
Caller 15,13 minutes est. Hold time - have been on for 15 minutes
Caller 15,15 min est. Hold time - have been on 17 min.
Caller 15,17 min est. Hold time - have been on 19 min.
Caller 15,17 min est. Hold time - have been on 19 min.
Caller 14,30 min est. Hold time - have been on 31 min.
Caller 14,37 min est. Hold time - have been on 38 min.
Caller 13,39 min est. Hold time - have been on 40 min.
Caller 13,49 min est. Hold time - have been on 50 min.
Caller 13,52 min est. Hold time - have been on 53 min.
Caller 13,59 min est. Hold time - have been on 60 min.
Caller 10,82 min est. Hold time - have been on 83 min.
Caller 10,89 min est. Hold time - have been on 91 min.
Caller 9,103 min est. Hold time - have been on 105 min.
Caller 8,103 min est. Hold time - have been on 106 min.
Caller 8,114 min est. Hold time - have been on 115 min.
Caller 7,117 min est. Hold time - have been on 118 min.
Caller 7,130 min est. Hold time - have been on 131 min.
Caller 7,137 min est. Hold time - have been on 138 min.
Caller 7,147 min est. Hold time - have been on 148 min.
Caller 6,166 min est. Hold time - have been on 167 min.
Caller 6,171 min est. Hold time - have been on 172 min.
So I spent the last hour going from caller 9 to caller 6.
Company claims you have to call their 24/7 customer service to discontinue service but the wait time is insane and unreasonable.
I have submitted them to the Nevada Better Business Bureau and to usacomplaints. Coms to protect other consumers.
Brad
La Junta, CO
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