I recently received a letter from the ANZ bank telling me that my term deposit was about to mature. It noted that my instructions were to have the principal sum and interest paid into my main account. It then went on to say that if they did not hear from me they would automatically reinvest the money for another term. WTF? This logical contradiction annoyed and concerned me. Anyone so stupid as to write this nonsense could not be trusted to manage my money.
I rang the bank on the customer service number printed on the letter. The employee I spoke to told me she could not help me. She put me through to the ‘solutions centre’. The employee I spoke to at the ‘solutions centre’ told me she could not help me and that I had to speak to the branch. I was put through to the branch, which was closed (it was after 5pm by this time). The branch answering machine asked me to leave a message and then warned me that they do not check their messages regularly. WTF? Who are these morons?
I searched the ANZ website and found a 1800 complaints number, which I rang. I explained the situation and made specific complaints about the illogical letter, the inept customer service and the retarded answering machine message. The solitary intelligent person at ANZ seems to work for the complaints number. She must be busy. She said she would send an urgent email to the branch manager about my account and sort it all out. I thanked her and we hung up.
15 minutes later I got a call from a woman at the branch. She confirmed that my original instructions would be followed and to disregard the letter. So why send it to me in the first place? And why write a letter that contradicts itself? She said she did not write the letter and therefore could do nothing about it.
Wrong, loser. You could acknowledge the problem rather than make excuses for your own inadequacy, treat the customer with respect, trace the source of the problem and FIX IT. Instead you let the complaints office do everything. Apart from the helpful woman at the complaints number, ANZ employees seem to be a league of morons. ANZ – you are on notice. If you waste my time again I will move my money elsewhere.