Email as a (bad) automated service?

Dear Big Credit Card Corporation,

being a customer of yours since the late 90’s (which incidentally and sadly also gives away my age), I think I gave you enough fees to have me granted a decent customer care when my name appears today in a new card request.

Instead, I get an automated, impersonal message where it is clear that none of your (sophisticated?) systems put together that, with the same name, personal information and postal address, I am indeed the same person currently using another card.paperino

Plus, when I take the time to respond, very politely, that you should _not_ ask such stupid questions as you should just make the effort of a quick search in your own database, then the ultimate insult surfaces: another automated email, identical to the first!!!! As if your script does not even bother to check what has been previously sent!!!

Apparently there is some more automation as I then get the same email after 5 days, so this means somewhere in your systems you must know what’s going on…or maybe you are really completely in the dark and keep sending the same email over and over.

Is this a joke? Are you telling me that in twenty-fifteen you cannot join two databases and understand that the same person is requesting another card? That you, a finance institution, of all the companies, don’t have enough resources for proper customer care and a decent customer experience via email????

Dear Big Credit Card Corporation, I am so disappointed and sad, that I will just avoid answering your emails and will wait for your systems, if ever, to kick in and contact me properly. Meanwhile, please go and check around some best practices of customer experience via digital channels: this may help with your evident struggle.

Kind regards,

a customer

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One thought on “Email as a (bad) automated service?

  1. Mr.D. says:

    We want to know the name of the Big Credit Card Corporation! Maybe its CS Manager is reading this post and can help/reply properly and/or understand the problem you’re facing with. Let us know the end of the story and good luck!

    Like

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