Marty was stranded in Greece after his credit cards got stolen on the metro. He called WaMu to cancel his cards and then when he tried to confirm they were closed, he got transferred from department to department. In the meantime, thieves continued to run his bill up to $5800. Marty’s cellphone minutes continued to drain. No one could help him because the Consumer Lending Department “was closed over the weekend.” WaMu must believe that identity theft is only committed during the weekday.
Marty, pictured above while traveling with his family in Egypt, made a recording of his horrible customer service experience that you can listen to here. Listen to what a sarcastic unhelpful punk the supervisor is. Somehow he’s completely incapable of leaving anyone in the company a message on an answering machine to help this guy out. What a toolbag.
In comparison, when Marty called US Banks to cancel his cards with them stolen in the same batch, the whole thing was wrapped up in 5 minutes.
Despite commercial touting its customer service and personal relationships, Washington Mutual doesn’t give a damn about helping its customers when they need it.
Washington Mutual Complaint [Journey to Ancient Civilizations] (Thanks to Dustin!)
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WaMu Update
I have been repeatedly asked to write an update on the Washington Mutual post so here it is. It’s been a little more than a week since Rich recorded that conversation with the Washington Mutual representative. I waited a couple of days before I wrote the article. I was too angry and stressed out about how we were going to settle the fraudulent charges to our cards and just pay for day-to-day life here while working. I posted the article and felt quite relieved to get it off my chest. I had no idea what would happen next.
I have reconnected with many old friends as a result of this sabbatical trip and my blog. One of them, whom I have not seen in twenty-plus years, read the WaMu post and linked it to his site. I casually wrote him a thank you note and looked at my site meter. It was going nuts. I went from having 30-70 hits a day to more than a thousand that day. That was Friday here in Athens. At 4:00 am Saturday morning I was awakened by a phone call from a Washington Mutual executive named Rosie. She apologized for the service I received saying that it was totally inappropriate and said that she would personally be working on my case with the fraud department. I explained that my main concern was having WaMu remove the fraudulent charges from my card and getting new cards. She said she would work on it and get back to me. She also sent me the following email:
Dear Mr. Robertson, I am truly disappointed to learn of the level of service that you received. I am an employee of Washington Mutual Bank and work for the Executive Offices. I would like the opportunity to contact you and assist you with the resolution. My email address is … Is there a telephone number that I may call to reach you directly?
Three things struck me. First, the squeaky wheel does get the grease after all. But how sad that the squeak had to be so loud to be heard. Not everybody has access to the Internet. Not everybody has great friends that are willing to hold phones to computer speakers for hours or link posts to their web sites. At the time of this writing there have been over 2000 visits to the original post. Some of you have let WaMu know what you think, and I think they actually heard you. Thank you!
Second, I received the call from Rosie at four in the morning here in Athens. I’m not sure where Rosie was calling from, but even if her office was on the west coast that put her time at 6:00 pm. Someone was working after hours on a Friday on this. Maybe something will actually happen.
Third, and I alluded to this earlier, none of this would have happened without the help of friends and community. I had already done everything I could on my own, and it was clear that nothing was going to happen for a long time. But thanks to good friend, Rich, and old friend, Rusty, and the Internet community I’m on the road to getting this resolved.
One last note. The fraudulent charges on the US Bank/REI Visa card have been totally reversed and taken off of my account. My wife’s WaMu consumer MasterCard has had all but $.29 of the fraudulent charges reversed and taken off the account. I’m not sure why the $.29 remains; heck, I’m just glad that it’s taken care of. I hope to see new cards in about a week and a half. Now we’re just waiting to hear from Rosie about what will happen with this final WaMu account. Hopefully there will be more good news soon. I’ll keep you posted.
Had my wallet stolen on a Lufthansa flight from Dallas to Frankfurt. Didn’t realize it until I had deplaned in Frankfurt. Lufthansa and airport personnel were awful. Fortunately my sister arrived a couple of hours later and she had money and credit cards. We had a connecting flight to Paris. I had AMEX travelers checks so I had a number to call for AMEX. They replaced my card and travelers checks in London two days later. (I agree on the uselessness of travelers checks by the way) Calling the MASTERCARD and/or VISA cancellation number is a waste of time. Cancellation of cards didn’t happen. When I returned stateside and called to get a new MASTERCARD AND VISA – I was told that the number I had called to cancel them was useless. The CSR did tell he however – that I could have called the number on the back of the card . . . . . . . . .
Now when I travel I photocopy both the fronts and backs of all of my cards, and also photocopy my passport. I leave a copy (of everything) at my office – in case my luggage is stolen and I lose the copies that I have with me. Also – as a women who travels a lot internationally – I NEVER use a purse – only a fanny pack – either the around the waist type or I have one that goes over the shoulder and across my body. I ALWAYS have a jacket or sweater or something on when riding on trains or on a bus. You often hear about the dangers of South America. I travel extensively in South America and Europe. I’ve been robbed twice – both times in Europe.
WAMU was my mortgage company until they sold it to Wells Fargo. Both are awful.
I’m so glad that WaMu sold my mortgage to another bank. I’d hate to think that I’d be paying for that poor guy’s stolen cards. Talk about a total lack of customer service.
I think the moron calling in is a whiny idiot. Who goes out of the country with one form of payment!!!! he deserved to be stranded. i hate middle aged men whining like little babies ewwww. Luckily for his wife she doesn’t have to worry about him sleeping with a younger girl when he has his mid-life crisis because anyone under the age of 40 would be completely repulsed by crying like a little girl.
After listening to the call that this man recorded, I am very amused by his lack of knowledge about any sort of credit card transactions. I completely disagree with Wamu having their loans department closed on the weekends, they should always have someone there to help. However if you listen very carefully, Marty was told many times that his card was already closed…and as anyone who has ever had any experience with any sort of card transaction can tell you, there is no way any credit card company or bank can cancel something that has already recieved authorization previous to the card being closed. He makes it sound in his description of what happened like his card was still being used, but by definition a closed card cannot be used to make any transactions. The transactions that were processing were already authorized and needed to be disputed, I know, I had nothing but a good experience with Wamu when I had fraud on my accounts. All of my money was returned to me!!! And as for him bashing the supervisor, it’s not that representatives policy! Good for him for taking out his anger on someone who has no choice but to be abused if he would like to keep his job! He did his best to treat the customer with respect while constantly being bashed and abused, way to blame him for being human. Its ok to have Marty treat him like trash, but heaven forbid the rep get upset after constant abuse. And as for the moron that commented about how upset she was that she had her purchases declined because they were over her card limit, This is an example of why!! Putting it very simply for the rude people like her if someone stole her card, you would be the one calling yelling about transactions that someone was allowed to make on your card because there was no spending limit!!! Give me a break! If you want good security dont bitch when it’s given to you!!
I had to stop reading all these posts!!! I’m almost in tears.
I have 2 home loans with WaMu; both auto paid. I just found out 2 weeks ago, by chance, that one no longer was being pulled (paid). The other is current and in good standing. I was told that
I was behind about 172 days.
I am now in preforeclosure. I know very little. WaMu says that they stopped pulling the $ because of my chapter 7 bankruptcy about 4 years ago. They also say that it is against the law to talk to me about it and refuse to answer my many questions.
No offense, but so what! I don’t know why you need to blame the Customer Service people. They are only instructed to do so much. You try working that job for a couple weeks. I guarantee you will be jumping off a building with in a month. He did not sound sarcastic at all. Considering the fact that you are not responsible for any fraudulant charges on visa cards, I don’t really see what the problem is. The rest of the story is missing. The part where all money was returned to his bank account. They are not responsible for you cellphone issues. If washington mutual wants to waste their money giving it to crooks then it is their money to do as they please. I feel bad for the supervisor because he was just doing his job. And for that family, you need to get a dictionary and look up sarcasm because it did not sound at ALL sarcastic!!!!
@Jordan916: Thank you. Somebody with some common sense and reason.
I just discovered by reading my WAMU statement, that someone used my card number for some internet purchases totalling around $1000. Calling customer service [had to call a branch first, as WAMU doesn't list that number on their statements] then had long difficult conversation with Indian cs rep with a very thick accent. He said he would send a “dispute form”. Why don’t they incorporate this with their statement? The prevailing attitude I felt with the several people I talked to about this situation, including Wamu’s “fraud” department, is that they just don’t care about their customers. As soon as I can afford to, I plan to cut all ties to them. They truly suck.
I work in a call center and there are absolutely ways to contact other offices within the same company. EIther you somehow leave a message, send and email, or have someone in your office get a hold of the other department come Monday. Jason did a poor job resolving the call and representing WaMu positively.
You need to be careful about recording your customer service calls however. Each state has different laws that may require disclosure of the call being recorded. Posting the recording on the Internet may create some legality issues.
Still, I am glad this has circulated the Internet in hopes to make others aware of companies that treat their customers this way.
I am closing my WaMu account today! They charged me for 19 overdraft fees incurred in a one week period when i was out of town and used my debit card for $5-$15 purchases. When I got back, horrified, I begged for a little consideration because it was an honest miscalculation on my part. I was told they can’t do anything about it, despite the fact that I have been a customer for over two years and have never had an overdraft before, and despite the fact that I am a student who does not have over $600 to throw away in fees! Obviously this was my fault, but isn’t $650 a little excessive and dare I say, unethical? they were also complete jerks on the customer service line, and the branch manager said she was new and didn’t know what she was doing so i got kicked around for two weeks before finally getting a “screw you!” from them. WAMU stinks!
1.The customer service rep was remarkably pleasant throughout almost all of the call despite rising ire from Marty.
2. However Wamu could improve its connectivity to its clients…ie. an option to call back…an International fraud office open on the weekends etc.
3. Martys’ comment that he was in a country with a phone system that wouldn’t let him call what the customer service rep said was an INTERNATIONAL toll-free number seems slightly ludicrous as he was in Greece…not exactly 3rd world.
4. He was making a HUGE issue out of being called back the next day…internet cafes are easy to find and very cheap in most places tourists frequent around the world.
4. Overall Marty seemed a little melodramatic about the whole thing…sure it sucks but his cards had already been cancelled and he had an American friend who seemed to be helping him out…not exactly indicative of a desperate situation.
There is plenty that this manager could have done..Washington Mutual does have great service and is not a lie, and WAMU would take full responsibility for all fraudulent charges. There is more this supervisor could have done…either contacting a branch to completely cut off or put a stop on the Equity Line of Credit Debit/master card… (i dont know who would be stupidified to carry a high revolving limit balance of a card and not just xfer money from equity account to checking account then xfer back the rest you didnt use) but anyway…he could have done a stop on your loan, and had an affidavit filed to get the fraudulent charges rolling while you were on vacation…as far as funds…it should have been your responisibility for a back up plan incase something like this happened…theres not way to issue emergency cards or numbers unless i think they get forwarded to the home branch where you originated your loan. As of customer service, he could have done an advance off your behalf and WIRED the money…but then again he would be taking a risky loss to his job and to the company if he did..because he cannot properly identify you to do such transactions…
so is this really the banks fault? NO.
Did wamu leave them stranded? NO.
What the consumer could have done to PREVENT this from happening…
1. Not carry a high balance account card as day to day spending…its essentially used for larger purchases rather than day to day expenses..thats what a bank account is for…
2. carry a debit card that can easibly be replaced or go online to wamu.com and order a temporary card number or load a card with just enough money to fly back and get things straightened out…
3. Not be so baffled that they left thier wallet missing..or unattended in a foreign country they do not know….
This is both the consumer and banks fault…
1. the customer rep was arrogant and rude..
2. the customer expressed his needs, they were not met, but was dumb enough not to carry a back up source fund…and also carry an equity card as main source of funds…
3. the customer was frustrated..however they could have advance transferred online to thier checking/savings account had they had one…and purchased airline tickets online, or ordered a reloadable gift card and used the temp code online…
WAMU DID NOT leave this family stranded…they had plenty of banking options…but just like every consumer even myself…we take our own arrogance and manliness into consideration, and throw everything out the window…if its free which mostly everything is…open it…
theres the solution…
as far as the supervisor..he could have stopped the loan…then again..you still would have no funds to get back..because YOU got your wallet stolen…how did you get back anyway?
@MissTiff629:
about your OD charges, it was NOT a bank error, just like you said mis calculation, you should go back to school and pick up some math classes..as stated and disclosed to you when you open ANY bank account, if it is NOT a bank error, they will NOT refund any fees…im glad your closing your account because you just made wamu 650.00 richer! and if you dont pay any bank will put you in chexsystems…
good luck…
wamu is not bad at all..go bank with bofa and have them start charging you fees to bank with a teller..or using too much atm…or better yet thier overdraft fees that consist anywhere from 19-42.00 A PIECE! and us bank that charges you daily everytime you are over drawn!
that will show ya!
again..good luck!
Thank you XPROPHX… It always bugs me when I see “customer service” issues w/ a bank, and it’s a person pissed off because they got charged overdraft fees when they didn’t have money in their account and the bank paid their transactions. It doesn’t matter if it’s $5 or $500, you still didn’t have the money, and the bank is not obligated to loan you money for free. The fees are not “unethical,” and are explained to you upon account opening. It’s a fact of life, and as pointed out, EVERY bank will charge you if you go below your balance.
Also, someone mentioned earlier that the phone rep prob gave bad service because he only makes minimum wage and it’s not worth it for him to do any research. For the record, I had a friend who worked in a call center, she made $16/hour and she was not even a manager. So I’m not sure where this idea that people who work in a bank make minimum wage, but it’s hardly the case. Besides, the amount of the paycheck has nothing to do w/ the ability to give good service or not, that’s entirely up to the person doing the job.
The matter of whether or not the customer service manage could have been more sympathetic is moot. The department was CLOSED. He did not make the decision for that dept to be closed on weekends, he can only relay the information and follow the rules. So it’s really ridiculous for people to take their frustrations out on someone who has no control over the immediate matter. Agreed: the manager should have jotted the customer’s info down and sent a quick email to the other dept so when someone got in on Monday it could be handled. However: The customer wanted his issue resolved immediately, and I have a feeling he would not have been satisfied w/ even that as an answer. Just my opinion though.
I do believe customer service could be better in ANY company, not just WaMu, but I also believe the customer overreacted a little here. Of course, I don’t know the whole story, just what I read and heard here, but I don’t think it was fair for the family to blame WaMu for their entire fiasco just because they had one bad experience w/ a customer service manager. Like KIWIHOLLYWOOD said, he had a friend helping him out and an internet connection, so he wasn’t “stranded” by normal terms. I think this whole issue was to simply get the reaction that they got: Bad publicity on WaMu to even the score.
@xprophx: Right on! I couldn’t agree with you more. Customers sometimes want more then what you can do. The fact of the matter is the whole world does NOT revolve around you. So take your pissy attitudes some where else.
@xprophx: I dont think he knows what chexsystems is, perhaps he should know that it stops you from opening a checking account with any bank for the next 7 years.
@Daytonna:
WaMu LOST my first mortgage payment (they purchased the loan as I paid following the first payment instructions from closing).
Fortunately it was sent with Wellsfargo bill pay. Wellsfargo was great at handling all the contacts, but it took WaMu 60 days to find it and credit it (The check had cleared before I got the late notice). It took another 90 days to get them to remove the late payments from the credit report.