WaMu goes out of its way to convince you that it is staffed by friendly, outgoing people who want to help you if something goes wrong. Their “About” page on the WaMu website says: “We’re informal, friendly and fun. We take our customers’ money seriously, but not ourselves.” We suspect that reader Drew would disagree with the whole “friendly” part of that sentence. He arrived home a day late from a business trip to Europe and was in a rush to pay his rent before it was due. He made it to the WaMu branch 5 minutes before it closed, but it was already locked.
He called WaMu’s customer service to ask where to find a branch that stayed open late and/or to request that his ATM limit be raised just for the day. The WaMu CSR wouldn’t transfer him to a supervisor, accused him of making terrorist threats, and lied, claiming that her supervisor was on vacation. Yikes.
Usually I am not one to complain about customer service. I am the kind of guy who understands that everyone has an off day, and I will usually roll with it. This however mad me so mad, I felt the need to share it with Consumerist.
I recently moved from the West Coast to Florida for work. With a new job, and new apartment, I decided to make from BofA to WaMu. One of the best decisions of my life. Or, so I thought. For work, I travel in Europe, a lot. Anywhere from three days to three months. I am pretty good about making sure my landlord has my rent if I am going to be out of the country. On a recent trip, I had to stay a day longer with a client, thus arriving back into the US later then I planned. The next day my rent was due. I tried to get out of my office for a few minutes to run down to the local WaMu branch which is close to my office. Unfortunately I was unable to. I got to WaMu that day at 5:55 PM. WaMu say they close at 6:00 PM. What they mean is that the doors are locked and you cant speak with a teller or Supervisor from 5:45 PM. So, I used the ATM. I was only able to withdraw ½ of my rent. That’s fine, I’ll call up WaMu, and see if there are any open Branches around. If not, then maybe they can increase my daily limit today.
The first person I spoke with said that there no branches open, and the SHE couldn’t increase my limit. So, I politely thanked her, but asked to speak with a Supervisor. When the Supervisor came on the line, she informed that there was nothing she could do. Ok. I explained the situation to her again. Her response was “It is not my problem if you did not plan to pay your bills on time.” I have a pretty quick temper, but I kept my cool. I said I did not feel it was her place to judge how I handle my business with my landlord, and I would like the name of your Supervisor please. She gave me the name of her Supervisor. When I asked to be connected, I was informed that the Supervisor was on vacation.
Now, I didn’t think this person would give me the name of a Supervisor who was on vacation. I was shocked when she said she did. I proceeded to inform her that, this was unacceptable and I would like to speak with a Supervisor. I proceeded to inform her that if she called my office, looking for my Supervisor, I would find one that was there, and not one that was on vacation. At this point I am extremely irritated, steaming mad, but remain collected. Until she informs me that I am making terroristic threats, and she is going to get HER SUPERVISOR on the phone. Needless to say I was stunned. Instead of pleading ignorance, this CSR HAD ACTUALLY LIED TO ME.
When the Supervisor came on the line, I explained what the situation was for my original call. At this point however, I am actually pulled over on the side of the FREEWAY, and explaining to the Supervisor what has transpired from my side. I did not even care that I could not get an increase on my daily limit. I explained as calmly as I possibly could, that this CSR comments were unprofessional, rude, and inappropriate. I again explained that if this Supervisor were to call my office, and ask to speak to MY Supervisor I would make sure she spoke with one, and not be given the information for someone on vacation. I further explained that this was THE WORST experience that I have ever had with WaMu.
Total time spent on phone with WaMu customer service: 97 minutes.
Total frustration experienced: incalculable.Total time with WaMu from first deposit to this incident: 16 DAYS.
Terroristic threats? What? From the tone of your letter, it sounds as if you might want to switch banks. Bankrate had a great tool for comparing checking accounts with local banks and credit unions.
If you’re just looking for an apology, here’s some executive customer service contacts for WaMu.
(Photo: stirwise )
What’s the problem again?
@savvy999: The CSR was rude and then lied about the availability of the supervisor.
Mmm, yeah, they might not have been able to help him out by raising the ATM limit but there’s was absolutely no reason for the CSR to be rude, or lie about the supervisor thing. Not sure why people are nitpicking on the OP, since he wasn’t complaining about WaMu being closed at 5:55, he was more upset about the CSR being rude and lying.
@Rectilinear Propagation: Yeah, I think a lot of people are missing the point – if he’d called WaMu’s customer service and they hadn’t been able to do dick for him – no branch open for 300 miles, no raising the ATM limit – I imagine he would have been able to deal with it a bit better had they been gracious, maybe said they were sorry they couldn’t do anything, maybe, hell, even have made any one of the suggestions mentioned on here.
I have had situations where a company ended up being unable to help me out of some sort of jam, whether of my own making or some kind of mutual crossed-wires situation, but where the individual CSR’s attitude made it a lot easier to sort through to a solution. Hell, Aetna’s customer service made me feel better about months of getting the run-around because no one knew the answer to my question, just because I could tell people were at least trying, and being nice about it.
(on the landlord thing – I used to live in a duplex where the landlord lived in the other half, and we had to pay our rent in cash. I don’t even remember if he gave us a receipt – I don’t doubt that he was using his Wall Street skills to avoid reporting how much he was getting for the apartment. Ah, New Jersey.)
@hillsrovey: All too common. They need to close out the drawers. I say if they close at 6:00, and you’re not in by 5:30 you’re SOL.
I’ve been a customer of WaMu for about 10 years now, an up until recently have not had any major CSR issues. When I do it always involves the “we run debits before credits, sorry you lose” type of argument.
When I feel as if I’m about to lose my cool (and after I lose it) I repeat variations of the following every few minutes: “Listen, I’m very sorry it seems like I’m ‘taking it out on you’. I just want to apologize for my tone of voice because it’s all so very frustrating. I’m angry at the situation, not at you, and I hope you can understand. I know it’s not YOU personally making policy over there and I appreciate all the help you’re giving me. Please… if there’s anything you can do, or anyone you can transfer me to that can make X happen, I would be really grateful.”
Sucks that it takes Ass-kissery to a new level, but sometimes it works.
@camille_javal:
You know, you’re right. I guess it’s just hard to overlook such a stupid situation. But I suppose, no matter how stupid the person, CSR’s should be professional and pleasant.
I still think the guy should have used his noodle and gone to the ATM the next morning.
RE: Landlords/Property Managers…
As a landlord in a “working-class” town…I learned a long, long time ago that rent is to be collected in CASH or bank check/USPS money order. And yes, I collect in-person from every unit.
Checks bounce. Credit Cards can be stolen. But cash is cash forever and ever. Understanding that holding a lot of cash (I do not have a unit that is more than 700/m), so really, not a “lot” of cash) is not ideal I take bank checks or a USPS money order, which my building is less than 500 yards from the post office so it is a convenient walk.
Yes it means its an extra $1 a month to the tenant but if you rent with me for 5 years, we are talking an extra $60 over that time. Insignificant.
And yes, I issue a cash rec’t for all cash payments. I lose enough money on my rentals so no need to hide anything from Uncle Sam, I declare it all. So Sorry, not a shady landlord
Then again, my rent policy is “First Saturday of the month” or “First Sunday of the month” depending on the town/building, and am very understanding if a tenant is WORKING out of town…I want my tenants to work…I do not want them home drinking all day which many many others seem to enjoy. So none of my peeples need to panic that the rent isnt there on time…unless they should be concerned. Is this the first time this guy was going to be late? Then the landlord needs to be understanding.
NOT THAT THIS ABSOLVES WaMu!!! Definitely a d!ck move on their part.
He should read up on landlord/tenant law. Most states have a grace period before the landlord can begin charging late fees. According to my landlord, in Florida it’s 5 days.
I used to work for Bank of America. Not on purpose though-they bought out Lasalle Bank, which was my original employer. Most banks CANNOT change your ATM withdrawal limit. It’s not the situation where a customer service rep can’t do it, NO ONE can. One of the biggest reasons why is so you don’t get screwed. Say someone gets ahold of your debit card and knows your pin-with a limit, they can’t clear out your whole bank account (assuming you have more than the limit.) This also works for people held at gunpoint at an ATM. No matter how bad you want the money, there is only a certain amount that can be taken out.
The OP should have gone back to the ATM early the next morning. After the bank cycles the accounts, the ATM limit is reset. He could have gone back and got the rest of his rent money.
@camille_javal: I just had trouble getting a prescription filled. The insurance company is slowing the process. The pharmacy tech could have just have been short with me (they were crowded,) or could even have been rude. Instead he apologized, even though it wasn’t his fault, and explained what the delay was and what I could do to help the process.
I walked out of there mildly annoyed at the insurance company, but with a much elevated opinion of the pharmacy. You’re right: part of customer service is helping the customer, but part is treating the customer with respect even when you CAN’T help them.
“We’re informal, friendly and fun. We take our customers’ money seriously, but not ourselves.”
Seeing as how they’re about to go under, maybe they’ll want to rethink that whole “not taking them selves seriously” attitude next time they open a bank.
closed my account with WaMu, closed my account and my wifes account with BoA… will never EVER deal with these banks again… worse mistake i ever did. Not only that CSR are of no help, they charge you skeptical fees. THANK GOD i found USAA.
“I proceeded to inform her that if she called my office, looking for my Supervisor, I would find one that was there, and not one that was on vacation.”
wellll, probably not after 6pm, unless your boss works kinda late…
I decided to make from BofA to WaMu. One of the best decisions of my life. Or, so I thought.
You poor bastard. You’ve been reading way too much of Consumerist, with its hard-on for beating on BoA. How could you have possibly known that WaMu sucks much harder?
At least WaMu is getting a little well-deserved negative press here, but I believe Consumerist policy will require two BoA-bashing articles within 24 hours. So… if you have an under-researched, unfounded tale to tell about BoA… heck make one up if you must… go submit it so they can meet their quota.
I’m switching from wamu this week, actually. I had a 9.99% interest rate when I signed up. I went on a business trip to El Salvador and called Wamu to tell them that because of the timing and lack of internet/telephon access where I was going I wouldn’t be able to make the payment on time, but would do so as soon as I returned (two days after the payment date.) The CSR said that because I called there would be no penalties involved. I thanked him and went about my business. I call a couple of months later to check my rate (I was thinking of switching t a 7.99% card, but Wamu had always given me such good survice that I wasn’t sure I wanted to) and it had been raised to 19.99%. The CSR agent says I violated Wamu’s TOS and that once an interest rate goes up it can never come down. I’ve always paid on time, over the minimum, payed off the ballance a couple times this year, and have an awesome credit score. I thanked the young lady for helping me decide to switch cards and hung up.
My husband and I quit WaMu after they would put debits on the account before credits, no matter how many hours apart. As long as they were on the same day… Whatever got them their overdraft fee.
Why did he need cash to pay his rent? I thought everyone took checks. Heck, I’ve seen people comment here that they Paypal (or some other electronic transfer) their landlords their rent.
I would just say that you could probably talk to your landlord and work out a deal. Tell them that you had a problem where you couldn’t get the money, but you have it. They make work something out with you.
Cheers!
@Krustey: QFT. Every business I’ve ever been in starts closing up shop 5-10 minutes before closing. 5 minutes is way too close to complain. Most places I’ve been in start locking the doors.
Find fault with the customer service. Unless the OP was abusive, snide remarks and outright lies are unacceptable.
But I just have to wonder-what do some people expect? The OP got a surly CSR, what a surprise, but what exactly did WaMu do wrong?
Check WaMu’s stock don’t have to be a financial analyst that they might be the next IndyMac no one working there must be very happy that their job is most likely not going to be there for them in a few months. I got charged around 4 or 5 Overactivity fees a couple months ago and they weren’t willing to waive, I even left a message at the executive customer service and they never called me back… So I transferred $28,600 out of my WaMu account to my HSBC online savings (Which has unlimited transactions and 3.50% RATE!… so the whole savings transaction thing is bull crap and the law says the bank can do whatever they want to discourage it which in HSBC’s case is to encourage it!) So… assuming WaMus ROI is around 10% (possbily better depending on their business practices) on my deposit and 3.30 paid out to me they just lost around 2000$ for this year. WAMU has a good pitch and great marketing but at the end of the day customer service is all talk no show. I hope I helped trigger liquitiy issues and that they fail like IndyMac did.
LOL I get cussed out by angry customer and I don’t run to a blog.
I don’t believe this guy was as “composed” as he said he was.
@RabbitDinner: We’re not talking little Mom and Pop type shops rolling up their awnings 5 minutes early.
when i moved from another state, my new apartment complex would only accept money orders from me for the first year. after i had been with them/in state for a year they accepted my personal checks. perhaps his landlord has a similar policy?
@radleyas: Seriously? At the Convenience Store down the street, the “posted” hours are 6:00am to 10:00pm. Their employees are scheduled from 5:30am to 10:30pm. This means they are able to serve customers during their posted hours. This is a simple concept.
If the bank wants to close at 5:30 or 5:45, they should let their customers know. If they say they are open until 6:00pm and I arrive before 6:00pm, I should be able to conduct my business. I should not be required to look for another branch, hunt down an ATM, wait until the next day, Jump through hoops, etc.
I’m afraid to ask you this question – but what about all the signs that says “Deposits made after 2:00 pm will be processed the next business day”. Would you be upset if a deposit made at 1:45 wasn’t processed that day?
If so, what’s the difference?
@AMetamorphosis: Read the comment code. Stick to helpful suggestions – telling the consumer to “shut the F up” is not helpful and not appropriate.
When I worked at WaMu I had one customer threaten to enter a branch with a gun to retrieve his money.
Mind you, he had a legal hold on his account so the bank could not legally release anything from that account.
*shakes head*
Needless to say, that’s when I ended the conversation and transferred to a manager who repeated the same information I gave him and ended up calling the bank to alert them to the potential security threat. Talk about scary.
@Prions: I’ve taken calls of people cussing at me, yelling, screaming, behaving like children, threatening me! Telling me they would have my job.
When I transfer to a manger they typically would be all happy and cheerful, nice and polite and would say, “Oh I just wanted to thank the previous banker he was so helpful”
I would be like… mind boggled, ugh. I hate people now. So two faced.
Actually, closing early for a bank is kind of a big deal. Banks are insured (read: guaranteed) by the federal government. Part of that guarantee states that they will be open during posted business hours. Banks that close their doors during business hours usually only do so in an emergency (power failure, natural disaster, bank failure, robbery, etc.). Unless this was an emergency, closing early was a mistake that might get some supervisor fired.
OP here. Here is some follow up to the story that Consumerist was so gracious to post. I have been reading the comments, and would like to answer some question you all have had.
1. My landlord doesn’t take checks. She has in the past when I have been out of the country. This was an exception, as I usually have my future payments ready for when I know I am going to be gone for an extended period of time.
2. My complex does not take checks. One of the largest crimes in S. Florida is the passing of bad checks. A lot of people do it. There are VERY FEW places in S. Florida where you can actually use a check. The few places that do are: grocery stores, mechanics, etc.
3. My landlord is amazing. I explained the situation to her, and she allowed me to bring my rent in the next day. It isn’t the point that I could have got more money out of the ATM the next morning. I ALWAYS pay my rent on time. Especially with being gone so often, I want to show that no matter where I am, I always pay my bills.
4. Savy999 says “This is an entirely self-manufactured hissy fit.” If it was self-manufactured I would not have wrote in too Consumerist. Rather I would face the music, and deal with the consequences.
Thanks.
@drew.thiesen:
Then really, what was the point of your story because I fail to see why you got so riled up over something so trivial?
@Consumerist-Moderator-Roz:
If you read my comment you would have seen I wrote ” Hang the F-up ” and did not tell him to ” shut the F up “
Subtle distinction but one never-the-less.
If WaMu is harassing you with 3 or more calls per day, asking or insisting on your giving them a post-dated check via the phone like they did us, THESE ACTIONS ARE ILLEGAL and should be reported ASAP to the Office of Thrift and Supervision at 1-800-842-6929.
They are the governing body that regulates WaMu and are very interested in harassing phone calls and other illegal actions taken by this sham of a financial institution.