This last week I was on a trip to Las Vegas. Because of the concerns with credit card fraud, I had to call my credit union, get my daily limit increased and asked them to ensure they did not turn off my card. While on a trip to Paris, France, last month my business card was turned off the first day of the trip. Not fun. I spent an hour on Skype getting it turned back on.
This time, I did my due diligence. I was assured the daily limit on the card was increased throughout the weekend. Their office is closed Saturday afternoon and Sunday so I asked them to make sure the card didn't get turned off. They said it wouldn't.
It did. On Saturday afternoon when their card services office was closed.
I'm upset. If this were simply a credit card, I could understand. However, this is direct access to the money in my account. And it turns the card off totally - where I can't access it by credit nor by debit card. And there's no notification via email, voice mail, SMS... nothing. It simply says "Declined".
Twice now that's happened when I was out of town on business trips.
So this morning I called.
The first representative turned the card back on, then forwarded me to her supervisor. The supervisor asked if I had talked to them prior to the trip. Yes, twice. She challenged me that there was no record of that in the account. So I challenged her to find the two calls where I asked for the daily limit to be increased. She said there was no record of that either (even though she could see the spend was higher than my daily limit).
She made me feel like I was lying. Now, I'm angry.
She then proceeded to ask me for the names of the representatives. Argh... I'm kicking myself for not writing them down. On second throught, they should have absolutely told me that I might need that info next time so that I can prove to them that I'm telling the truth. Next time I'll simply record the call.
Then she told me that she always travelled with a back-up card. Wow... the supervisor of card services at my Credit Union travels with a backup card. Am I the only one not amazed at this?
Anyways, she replies, "I've put a note on your account to ask you if you're heading out of town when you ask for an increase to the daily limit." Again, it sounds as though she's accusing me of not calling and talking to her team.
Now, I'm seeing RED.
Before I say something I regret, I simply thanked the supervisor (I didn't ask for her name) and I hung up.
The irony here is that Indiana Members' byline (I listened to while I was on the call), was "Making it Simple!". Sorry, Indiana Members... you didn't make it simple. The call center being unavailable, the calls not recorded nor documented, the accusations that I might not have called at all, the terrible online system and turning off my card without notifying me (twice) ... you didn't make it simple.
I love that Indiana Members is local and their internal staff have always been amazing to work with. However, my business is now international and I can't spend time worrying about whether or not we have access to money every time we're out of town. We are shopping for a new bank.