February 25, 2004
I received a letter in the mail today from MBNA in response to my complaint letter I sent them a few weeks back. Their letter reads:
To: Christopher R Curzio
From:
(Name Blanked), Customer Satisfaction department
Date: February
18, 2004
Subject: Account inquiry
Account No.: (Not likely)
We recently received your comments regarding the service you received. At MBNA, we try hard to maintain the highest levels of Customer satisfaction, and are committed to providing the high-quality service you deserve and expect. We are sorry that we did not meet your expectations, and appreciate you bringing your concerns to our attention, as this has allowed us to improve. We are confident that your future dealings with our company will better reflect our commitment to your satisfaction.
If you have any questions, please call 1-800-421-2110. We are at your service 24 hours a day, seven days a week.
This only serves to piss me off even further. They're trying to placate me with this pre-packaged form-letter bullshit, which is completely non-specific and entirely false. Since it's a pre-written catch-all reply, it wouldn't try to address any of my complaints whatsoever. Hell, even the subject is titled "Account inquiry." Every complaint can (and probably does) fall under that subject, and I guarantee every complaint receives this exact same letter in response.
Now getting this boneheaded reply is bad enough, but on top of it they actually have the gall to say "[We] appreciate you bringing your concerns to our attention, as this has allowed us to improve." Horseshit! Nothing has changed! The system still incorrectly bitches about old versions of Netscape, and still won't let me make additional payments until the billing period recycles. They haven't done a damned thing to "improve," thus invalidating statements made in their attempt at appeasement. I suppose my estimation was pretty accurate with regard to how much they care about their customers.
I'm tempted to fire off a letter to MBNA's upper management blasting them for having such horrible customer service, and alerting them that I would be immediately transferring my balance off the card and cancelling my account, while including my original letter along with customer service's bogus reply.
What a fucking way to treat your customers.
(20:15)
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