I noticed on my bank statement a $10 "service fee" for my checking account that I've never seen before, apparently because I had no direct deposit activity. Whatever, I don't care what the rules are, that's a bullshit fee.
So I call the 800 number. First person just says she can't do anything and have a nice day. So I ask to speak to a supervisor, because I guess I'm just used to call center schmucks being powerless to do anything.
Supervisor goes through the same thing and tries to talk me off the phone as to why there's nothing she can do. At this point I get hostile because she's being useless and non-helpful, lecturing about how I should be getting some direct deposit action. I explain that doesn't happen when you're unemployed, duh. I don't know what my options are except to go to another bank, so I start get assholish because I'm annoyed. Finally she says she can transfer me to the branch where she "thinks" someone can help me.
Local branch manager answers the phone, I explain the situation, he's like, "Yeah, we just need to switch the account type. You use your debit card five times a month, right? Because that'll waive the fees."
Why do you have to be a dick to companies, where you are the customer, in order to get anything done? That's a shitty way to do business.
I can't tell you how many times I've written to CEO's of major corporations to argue against a bogus feel or interest rate. I'm a loyal customer to a lot of businesses and if loyalty doesn't count for something then I don't want to do busy with that company.
Capital One lost my business when they raised my interest rate from 9.9 to 14.99% for no reason. My account was paid on time, I was carrying a balance. The 800 number people wouldn't help, so I wrote the CEO, who turned it over to their complaint department, who mailed me a complaint form to fill out and mail back. What I mailed back was a check that paid off the balance. Of course, as I told the 800#, they would be mailing me balance transfer checks for 9.9% with in a month and within three months they would be mailing me a letter saying they lowered my interest back to 9.9%. Sure enough. That is exactly what happened.
Having worked in several call centers, I can tell you that in most, the schmuck is far from powerless. It is rare that the rep can't do virtually anything a "supervisor" can do. It is also rare that you are talking to a "supervisor" when you ask for one. Call centers having roving specialists that take over calls with difficult customers. While your mileage may vary from one company to another and even within the same company, a complaint or request presented calmly and rationally can usually be resolved. Obviously, I can't speak to your specific situation or the reps involved and I do agree they could have and should have handled your problem, promptly and to your satisfaction. Very few of us read the terms and conditions associated with our accounts and even if we do, institutions are notorious for changing them and advising us via a generic small print notice in your statement which is also unlikely to be read. That's why call centers exist to SERVICE us!