Adventures In Banking (or More Customer Service Stories)

Since I work in customer service, I know that sometimes someone is having a good day and sometimes someone is having a bad day. As a customer service rep,  I can’t make every customer happy (I just got in trouble yesterday by a customer who called me rude to the owner of the company I work for because I refused to do things that I either have no authority or legal right to do). I’m aware that because of my job in customer service, I can be a tough customer from time to time. I do expect a lot out of customer service reps since that’s the standard that I have for myself, and I really hate when I have a bad experience.

I’ve been dealing with a lot of customer service people from banks lately. After setting up my DBA for work, I’ve had to do a couple of things and one of those things was getting a business bank account set up. My first stop was my current bank since it would be easiest to have everything in one place. Unfortunately, I would have to pay $15 a month to have a business bank account until I had a minimum balance in the account which was higher than I’m comfortable with.

Even though I couldn’t do the account at my bank, they were so nice to me there. They looked into some possible loopholes that might be able to get the fee waived for me, they tried to find other options, and they really did everything they could to try to find a solution that would make me happy. I’m sure that they also want to keep my business, but any bank should want my business whether or not I’m already a customer.

I ended up doing some searching online for business bank accounts with no monthly fee and found a bank that happens to be one block away from my current bank. My first attempt to go there to talk to someone was not a success because I forgot it was Columbus Day and the bank was closed (totally my fault for not looking into bank holidays). But I was able to go back the next day and that’s exactly what I did.

When I arrived nobody greeted me or asked me what I was at the bank to do (they do that at my current bank), so I waited in line to talk to a teller to find out what to do. They directed me over to some chairs and said there was one person ahead of me needing to discuss business accounts. I took a seat and got my book out to read.

The person ahead of me went back and before they did, a bank employee came to look to see if I had the paperwork I needed to open a business account. They quickly glanced at everything, said it was fine, and said they’d be back soon to help me. I ended up waiting almost 2 hours to be helped. By the time they got to me, the bank was closed. But since I had been waiting since before they closed, they weren’t going to send me away.

They started to look at my paperwork and process things and then told me that I needed $100 to open an account. I’m aware that this is my fault, but nobody told me how much I needed to open an account and I didn’t have $100 in cash (or a blank check) with me. I asked if there was any way I could run over to my bank and get cash from the ATM, but they said that since they were already closed that if I left to get money they couldn’t let me back in.

I left that bank feeling pretty annoyed. In the 2 hours I was sitting and waiting, I easily could have gone to my bank and had the cash that I needed. When they came to check my paperwork to see if I had what I needed, they could have told me that I needed $100 or they couldn’t open the account. But instead I wasted 2 hours sitting on my butt in a bank with nothing accomplished.

I put a bit of a rant up on Facebook that evening because I decided that even though they seemed to be the best option for a free business account, I didn’t want to give them my business. I deserved to be treated better than how they treated me. I never should have waited as long as I did because my time is valuable. And I wasn’t going to be devalued again.

A few of my friends recommended a credit union that they believed had free business accounts. So yesterday, I headed over to the credit union to talk to them. First, I have to say that doing business in a credit union that is housed in a building owned by a major studio is pretty fun. In the entryway there were a bunch of props and other things from movies the studio has done before. And in the credit union, they’ve got a lot of movie themed stuff (sorry that I didn’t get any pictures of it!).

I wasn’t able to get my account set up while I was there because I actually need some more paperwork that I will be getting from the LA County courts in the next few weeks. But once I can do that, I can set up the account (and while it’s not always free, there’s a low enough balance requirement that I can handle it).

Even though I couldn’t do the bank account at the moment and that was discovered within minutes of sitting down, I couldn’t have asked for a better customer service experience. The woman helping me was more than willing to answer all my questions that I’ve been coming up with. I’ve never opened a business bank account so this is all new and sometimes overwhelming to me. But she was patient and took her time making sure that when I left there that I had all the answers I needed and that I knew exactly what I needed to bring with me the next time I come in.

Hopefully my paperwork from the court will come soon so I can set everything up, but there is no question that I am going to go with the credit union (as long as everything works out for me) instead of the bank. I want my money to be a place where I feel comfortable going in to talk to a banker or where I know that they won’t waste my time. It’s important to feel good about where you are giving your business, and clearly the customer service experiences that I had influenced me.

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