February 26, 2010
Banking Stupidity
I used to love my bank's online banking system. We have multiple accounts linked together in one online account and I could designate which account to fund a payment from a pulldown menu in each payee. In one quick session on one screen I could handle the payments for each account.
Then they "upgraded."
First they messed up the fairly simple and straight forward login process and made it less simple and straight forward. Then they neglected to mention anywhere on the login screen that you no need to enter your user name in all caps - which was not required on the old system.
If you enter your username in lowercase, the system directs you to a page with a pair of security challenge questions. When you get these questions wrong - and you will because there is no profile with the lowercase username to match the answers to, your account gets locked out and you are sent to a page with a customer service phone number to resolve the issue.
When you call the number you get a standard automated system. Press one for online banking issues. Then press one for personal accounts. Press two for business accounts. This being a personal account I pressed one.
The next recorded voice kindly gave me another phone number to call for online banking support and disconnected the call.
When I got the online support people on the phone they took a bunch of my information then informed me that they would need to speak to my wife since the first account in our online banking account is her checking account.
After my wife approved me - they explained the bit about the ALL CAPS.
People's United Bank TOTAL CUSTOMER SERVICE FAIL.
Posted by: Stephen Macklin at 06:01 PM | Comments (3) | Add Comment
1
Not sure who you talked you, but you have your information incorrect. I log in to my peoples.com account with lower case letters and get right to my password. The way you avoid the security questions is to register your computer that you're on. When you register it, the system will then skip the security questions and the photo forever more.
Posted by: Steve at February 27, 2010 05:35 PM (ZxS4E)
2
I did that - and the system still locked me out. When I got to the support person at the second phone number they told me to use all caps. I did not create the original username in caps.
I think their new system sucks - even with the login issue resolved. And having to go through one phone system to get recorded message to call a different number does nothing to lessen that impression.
It's probably not enough - yet - to make me go through the incredible hassle of changing banks - but it's close.
I think their new system sucks - even with the login issue resolved. And having to go through one phone system to get recorded message to call a different number does nothing to lessen that impression.
It's probably not enough - yet - to make me go through the incredible hassle of changing banks - but it's close.
Posted by: Stephen Macklin at February 28, 2010 11:28 AM (R7LgM)
3
Just for grins, after leaving the comment above I went to the site and logged in without ALL CAPS and it worked. The whole Keystone Cops experience does little to inspire confidence.
Posted by: Stephen Macklin at February 28, 2010 11:30 AM (R7LgM)
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