Watch out... Here she comes... and she's not happy...

Yesterday I posted about customer service... Here is a prime example of how to lose customers!

but it's not what you really expected!

  OMGOMGOMG as my daughter, Andrea would say!

Regions Bank has screwed up big time and come 9am this morning, they are going to here about it.





 The back story...

I used to be the one who had the ledger notebook with the amount of each bill, when it was due, when it was late, how much I paid last month etc etc on one page and on the opposite page my balance sheet from my bank account. Once a month I would sit down balance my check book and pay all my bills. 

Move to the future... I now use bill pay to schedule and pay several of our bills. It makes life simpler now that we run a business, or so I thought. Until Regions Bank decided to change their on line bill pay system.  I found this out by accident. How you wonder... I needed to change a payment amount on one of the company credit cards.

When I went into bill pay there was a new splash screen and... no payees!  OMG where did it all go!?!?! So on the phone, push all the button, get the recordings, on hold... finally a live person who tells me I have to talk to online banking. Rinse and repeat.   When I get to a person in online banking I again explain my issue and ask "Where is my bill pay". The gal on the phone was quite nice, she explained that they had recently upgraded their bill pay system and due to a glitch some customers accounts did not transfer properly.  They expected to have the problem corrected in 3-5 business days.  Okay, so I will note the calendar and will make my changes in a week. I have time...

Mind you this is not the first time we have had issues. We originally opened our account when the branch was AM South. They were great! Best customer service I have ever had from a commercial bank. Then several years ago they were bought out by Regions Bank. Since then we have watch the service go down hill... Great employees have been let go or have left. They have given Bill a hassle when he has gone to cash a check from our insurance company.  We were given miss information when we asked what happens if you lose a safe deposit box key.  It has just been one minor issue after another... annoying up until this point.

So back to my original rant... a week went by and nothing changed. I called and again had to explain that I needed to get into my bill pay to make a change in a payment. This time I was told that they would have to hand enter all my information and it would take 24 to 48 hours. As you can imagin my frustration level is accelerating. I have also been informed that ALL my bill pay history has been lost and I will not have access to any past payment I have made! OMGOMG!!

I waited the 48 hours.  Again, I went in to change the payment. NOTHING, absolutely nothing had changed! Rinse and repeat. This time online banking told me that I had to re-enter all my payee accounts. Oh no I don't for almost two weeks your department has told me that they would be resolving this issue. After making enough of a fuss, I was told that they would start re-entering my payee accounts by the end of the day and have it completed within 24 hours.

After I calmed down from that episode, we decided to go and open accounts at another bank. We had already been looking around for a bank that was more customer orientated. So the new accounts being opened, we left the minimum amounts in the old accounts. Problem solved... but wait there's more.

I went online two days later (after the 24 hours) and yes all the accounts were listed... but none of the payment amounts or due dates were included and I had no access to the old information.  Well since there was no payment information, a safe assumption was that they did not set anything up. Since I was going to have to look up and re-enter all of the amounts and due dates, I might as well set it up in the new bank and just abandon the Regions bill pay.  I set up everything all pretty just the way it used to be only at the new bank. Done... but wait there's more (this is starting to sound like an infomercial)

The month plays out and I go check the new bank bill pay, everything pays as scheduled, no problem. Wonderful, we will wait another month and close the old accounts.

 In the mean time we get a notice regarding reward points on one of our other business cards. The thought Occurred to me that since we will be closing all the Regions accounts soon, we should go in and take advantage of the rewards on the Regions CC.  We go on line to check the rewards and... you are not going to believe this...

After a month of screwing around with Regions, all the bills I had scheduled to pay in the old Regions Bank bill pay... PAID!!!

OMGOMGOMG YOU HAVE GOT TO BE KIDDING ME AND YOU OVERDREW MY ACCOUNT AFTER YOU TOLD ME ALL THE INFORMATION WAS LOST AND I HAVE NO ACCESS TO CHANGE IT!!!!!!!!!

who me upset... na not a bit...


So... all my regularly scheduled bill payments have been paid twice this month, save one, that was returned for insufficient funds.

There are three things in my life you don't mess with... my husband, my kids, and my money... Stay tuned, this is not over!

Life is simple... enjoy the journey!