Complaint Review: Wachovia

I would like to start by saying, Wachovia should employee me to do their job. I feel this way because I have done more work and investigation on my own time to correct their mistakes towards my account than the bank itself has done.

I have been with Wachovia for about 6 1/2 years now, and initially signed because my employeer offered direct deposit thru Wachovia. The deception and misleading information given by the bank started about two years ago when I added my fiance to my account, opened an additional individual account, and a savings account.

On Memorial day a couple of years ago, when I added all of these accounts, and coordinated cards for each, ALL of my cards were cut off and I had to wait until the following business day to have access to our $$$ because the representative did not set our cards up correctly.. resulting in my family spending the holiday less extravagantly than we had planned due to the lack of access to our $$$.

I added "overdraft protection" to my account to ensure that if any funds were not covered in one account would would be paid out of our other account. What a crock. I have not gotten any satisfaction for this service that should make checking hassle free. Instead, I have self-nominated MYSELF to catch what the "system" should be doing for me. I can't get a straight answer from Wachovia about what comes out of our accounts first when calculating debits vs. credits, and by credits I mean our direct deposits. I have had several instances where "overdraft protection" has negated transactions coming out, before even recognizing the money coming in during the same time frame. ....

The last conversation with a Wachovia employee has convinced me that noone knows the system, nor the most important rule of customer service which is quality customer service. Once again, the NSF fees rolled in before the bank decided to calculate our direct deposits and cover our purchases, resulting in a call in to "correct" the system error. I called in very upset.. in fact this was the most upsetting thing I have ever called wachovia about, only because I am taking time out of my day to figure out WHY the representative can not catch what the system is screwing up every time our "overdraft protection" and direct deposit work at the same time. Noyt to mention, I get a different song and dance every time I call in on why he/she feels my account went wacky.WTF?

I reached a representative, and promptly informed her that I was irrate, not at her directly.. but over all of the mis-information, bad customer service, and NSF fees I have endured as a result of relying on hassle free checking (again, yeah right). I had been reduced to tears as the fustration built from hearing the same ole crap mixed with "I apologize" and " I would be mad too if this happened to me". Save it for the birds. I work in a call center and deal with irrate customers as well, and the last thing you say is "I feel your pain". This young lady got so flustered in trying to figure out why my account screwed up again and left me very angry because AGAIN I got a completely different story on why my account went to negative before they calculated the deposits made. She assured me she would personally watch my account and gave her name, ext and call center number w/ desk ext if I had to call back again. Well... my call got disconnected and I had to call back... and when calling the call center number, I was suprised as a rep answered and offered me rates on condos.

So.. I called the 800 # AGAIN... and got another rep who had to hear my song and dance ... . I asked directly for a manager, and got, " Let me see if I may resolve your issue without getting a manager.. as I see your account has gone thru several transactions overnite". I want a manager, not another story on why the bank does it this way or that. When I informed her that the previous rep gave out a condo rental 800# , she laughed in my face and commented on how flustered the prev. rep may have been. I wanted to VENT-and this lady was very amused at how angry I was, and was very unreceptive on why I wanted a manager, not to mention WHY I AM calling in AGAIN. She fixed the error, but was short with me and neglected to fulfill my personal definition of customer satisfaction as she asked, "Is there anything else" and disconnected the call. That is why I am writing... I am so tired of having to catch banking errors. If it wern't for the ease of paying bills with a debit card, all of my $$$ would be CASH ONLY and I would lock it up in a safe and act as my own bank.

I hope this message will serve as feedback to Wachovia and act as a complaint to everyone there who gave me a different answer for all of the times I have calledl in..... ( with free checking, you are allowed two free call in's a month , and then WACHOVIA charges for each additional call in to customer service... but I will save that story for another time.

CrankyCustomer
wilmington, North Carolina
U.S.A.

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