Business as usual at Commonwealth Bank

Ahh, the sweet reassurance of bad customer service.

Three weeks ago, when this happened, I took Phil's suggestion in the comments and contacted Commonwealth Bank about cancelling the over-limit fee for the unauthorised transaction by the incompetent receptionist at my anaesthetist's office.

I emailed, because frankly, using Commonwealth Bank's automated phone system is a bitch and I figured I'd have nothing to lose.

I was pleasantly surprised when within 24 hours I received an email back, then a phonecall. The lady I spoke to, 'Kathy', was very pleasant, noted that no over-limit charge had been applied, but said to let her know if it did get applied later and it would be removed. Then she did the requisite flog-the-customer-a-new-account thing... which is her job and she has targets to meet in order to get a bonus, so I was fine with that even though I didn't want a new account. She emailed me again within 24 hours of the phonecall. I would give her a 9.5/10 for customer service. I was very surprised at how painless it all was.

Three weeks later, our credit card month has ticked over, and the over-limit fee finally appeared on our account. I'd been keeping an eye out for it, because I kind of expected it. These things usually go through automatically. "No worries, I thought, I'll just send 'Kathy' another email and it will be sorted.

In the back of my mind I couldn't help thinking "Hmm too bad if Commonwealth have sacked her in the mean time", given their propensity for cutting staff numbers whenever they can.

Now, I don't know if 'Kathy' was sacked, but nearly 48 hours after I sent her an email, I received a reply instead from 'Ashleigh'.

Dear Sarah,

Thank you for your recent email regarding an overlimit charge on your Credit Card and please accept my apologies for not having replied to you sooner.

In order for us to assist you with your request please call 13 22 21 (if overseas +61 2 9999 3283 from a land line to the international operator to reverse the charges) 24hrs a day 7 days a week, where one of our team may be able to investigate this for you immediately.

Generally Sarah, when the investigation is complete this would be reimbursed to you.

Thank you for your question, the security of our customers accounts is of the utmost importance to us.

We look forward to talking to you.

Yours sincerely,


Ashleigh

I had believed, after my contact with Kathy, that the problem of my over-limit charge was as good as sorted. God knows why I was so optimistic. Good customer service from any major bank is an abberation. The reason I emailed in the first place is because I really really hate dealing with the $#%!ing automated telephone 'service' at Commonwealth. It takes ages and it sucks. When it actually works, that is.

None of this is the fault of 'Ashleigh', mind, and I suppose had I received bad service the first time around I might not have even posted on it, I'm so used to it. But I had honestly been so pleased and surprised with the response by 'Kathy' that I was thinking maybe I was wrong about Commonwealth and maybe we wouldn't switch to Bank of Queensland the minute I'm no longer a student and can no longer get the monthly account fees waived on our cash account.

Yeah. That sentiment was fairly short-lived.