It took a couple of days for me to get into a branch due to my work hrs being the same hours of operation of the branch, but on Thursday 12/16 I left work early to go talk to a banker. I walked in and went up to the teller and explained my situation, she opened up my account statement and repeated the sentiment of the costumer service agent on the phone. She said she couldn't see anything that would indicate an overdraft and that I would have to speak with a banker for him to be able to do anything.
Ok, I'm still here, now I'm 2 for 2 with employees agreeing with me that it looks like a bank error and that it seems like my concern is valid. So I wait in the lobby to speak with the banker, as he is with another customer. It doesn't take very long and he calls me into his office, I explain my situation and he pulls up my statement...
|This is my online statement and the same statement that the banker printed out at the bank.|
(note: both WaMu (now chase) and First National Bank of Pennsylvania credited me back when I accidentally over-drafted my account, and in both those it was my fault 100% yet both understood it was a mistake and a one time deal (these instances were separated by about 4 years) and credited my account back after a quick phone call)
Now I lose it,
I less then calmly explain I would like to close my account with them. The banker reacts with complete apathy that he is losing a costumer, which further infuriates me, because now not only are they effectively stealing $164 from me but they just don't care that I'm even banking with them. I have to quickly retreat from my threat to close my account as I realize my direct deposit is going to post that evening. I go on a rant and explain that if I did overdraft my account and their explanation is to be understood my account should look like this...
|This is what my statement should look like if RBC's account of the events is true. This is my photo-shopped version to help you visualize their explanation.|
So it's Monday, I wanted for the bankers call which never came, so I called him around noon. He said he was in a conference and hadn't been able to talk to the bank manager yet. He would call me back when he had a chance. So about 2pm my phone rings and he tells me that she (the bank manager) was on vacation and hadn't been able to go over the issue yet. It will apparently be another couple of days.
I was going to wait to publish this until the issue was resolved but I want to post it now and update you all on the proceedings.
Needless to say I have moved my banking to another bank and will cease to do business with RBC ever in the future. They are obviously more concerned with ripping me off for $164 than with providing a customer service level that would entice me to continue my relationship with them.
In regard to this matter I would like to give a shout out to both Chase Bank (formally WaMu) and First National Bank of Pennsylvania, whom both have given me exceptional customer service and have been examples of how banks should operate.
Andy Steinmetz a.k.a. Steven Katz