Reader Maegan wrote Banana Republic to let them know that their credit card website was buggy and annoying to use. She got back a canned response that halfheartedly apologized for the state of their website and recommended that she use another service to pay her bill.
Maegan writes (to Banana Republic):
…I pay every bill I have online bi monthly. That means that 2x every month I get so frustrated with BR I want to shred my card and never shop in the store again. I have set and reset my login/email/pw etc, multiple times. I can realistically say that I have potentially reset all of this info every single time i have used the site to pay my bill! I write the login info down in my budget and never does it work again.
Then, I try to retrieve my “lost” info and it says my secret answers are wrong. The questions I picked and the answers, I have written down at least 20 times. My life is technology based and i am always plugged in. I find that there is absolutely NO easy of use with your site(in terms of “Managing your account”) and it is driving a loyal customer away from your store. Please revamp the usability ASAP. or see a loyal shopper move to JCrew. Argh!
Here’s the response she got:
Dear Ms. [Redacted]
Thank you for your e-mail. We apologize for the difficulty you have experienced with our site. With CheckFree’s WebPay E-Bill Service, you can pay your Bananacard online. Please note that the online bill payment section of our web site links directly to http://www.checkfree.com. For questions regarding online bill payment, may we suggest contacting CheckFree’s Customer Support directly at 1-888-212-9342, or by e-mail at firstname.lastname@example.org.
For questions regarding customer service or account information for your Bananacard, please call the Bananacard Customer Service Department at 1-877-969-0327, Monday through Saturday 8:00 A.M. to midnight, Sunday 10:00 A.M. to 10:00 P.M., Eastern Time.
If we may be of further assistance, please contact us via e-mail at email@example.com or by calling 1-888-BR-STYLE. Our Customer Service Consultants are available 24 hours a day for your convenience.
Customer Service Consultant
Maegan says she doesn’t appreciate the canned response and doesn’t like using CheckFree, and would rather use the website to pay. Time to get a J. Crew card?