One Simple Mistake Lost My Bank A Six-Figure Client
A cautionary tale of customer service
Disclaimer: Bank name has been changed for confidentiality purposes.
I’ve been a customer of Big National Bank since I was a kid, thanks to my mother opening up an account for me. As my income grew over the years, so did my relationship with the bank. They handled my mortgage, investments, and the majority of my banking needs.
As a high net worth client, I was escorted by security to and from locations. I was given high priority service. I even had a dedicated line of communication with branches throughout the area. I felt like royalty.
Little did I know, those days would soon be over.
The quality of service started to decrease. This recent experience proved that my loyalty didn’t matter much to them at all.
It started when I needed to make a mortgage payment to help out a family member. This was time-sensitive and needed to be handled as soon as possible. During a call earlier that week, I got a rep was pleasant, thorough in their detailing, and assured me they could take care of everything. This rep asked that I contact them as soon as I was ready to make the payment with their direct access code. Awesome.
