Toronto Dude (torontodude) wrote,
Toronto Dude

The worst credit card service rep in Canada

In a previous entry I was speaking about the problems I was having with CIBC's new master card. The problems did escalate further as things got worse not better!

I waited another couple of weeks and I see that the payment still didn't go through. I was getting a little worried because a) interest will start to be charged and b) my card was running out of limit since it hasn't been paid in a long time. I call back the customer service and ask directly for a manager this time. I told them that this is the 4th time I have called about the same issue and have been put at least 2 hours combined on hold so I wanted to escalate the issue. I spoke with Bocar. Bocar seemed like your average bank employee who has no clue how the system works. His story kept changing, at first he told me that the system never carries the automatic payment and I need to sign a new form, then I explained what happened to my account and he said ok, "let me listen to your conversations with previous reps" after it he came back and told me that things should be fine and the payment should go through, it didn't work before that because my card hasn't been activated, the system was waiting for me to have the card activated. This didn't make much sense since my card has been activated for at least a week before then, he told me that I should give it few more days for things to clear up.
This time around I wait 2 weeks, I checked my statement and I see that there is now hundreds of dollars charged in interest. To me, it looked like the situation was getting out of hand so I paid the balance, I was pretty sure at that point that these employees are just incompetent, and have only wasted a good 4 hours of my time in dealing with this.

I then call Bocar (who gave me his extension previously) and I had an interesting conversation with him. He told me that since the payment never went through since the first time after the transfer it most likely was messed up in their system and I should apply again for the automated payment which would be enabled within 60 days. I told him that this was not acceptable at that stage, I would have been more than happy to sign whatever forms when I called them the first time months earlier, but I shouldn't need to wait any time for this to happen especially after wasting my time. He told me that there is nothing he can help me with anymore, but he was going to reverse the interest charges that started to collect in my account, "because I was a good  customer" as if this was my fault in the first place, and they are doing me a favor!
I complained that I was not happy with the level of service I am receiving and I should speak with his supervisor. He insisted that I cannot speak with his supervisor because the supervisor doesn't deal with customers, I should speak with customer care. I told him that I wasn't going to waste my time again to be put on hold after hours of wasted time, his supervisor should be able to answer complaints about his employees when the provide poor and inconsistent customer service like the one I received from Bocar. He continued to resist but then finally gave in and transferred me to his manager "Dennis" but during the transfer process he hang up on me! So I called him back but he never picked up the phone, so I left a message that I was extremely unhappy with the unprofessional way he treated me and requested his supervisor contact me. To this date, I never received that phone call again.
Tags: cibc, the worst bank in canada
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