Jul 09
29
Customer Service At The ANZ
I had an interesting experience with the ANZ Bank during the last week.
First I got a call last Wednesday to tell me that one of my credit cards was about to expire and a new one was ready for pick up at the branch where I have that particular account.
I asked if I could pick up the card from the branch nearest to where I live. The guy at the ANZ told me, “no problem” and said that it should be available for pick up on Friday.
So on Friday, I went to the branch and there was no card. I was told that they would call me when they received it…
Now it is three days working days beyond the original target date, so I thought it might be a good idea to track down where the replacement card is.
Fortunately I had kept the number from which I got the original call. I called it and got a recorded message that said, “This number is only in use intermittently, so please do not call it … etc”.
So I figured I needed to call Card Services.
I got through to a human who I explained the problem to. He told me that he couldn’t track down what had happened to my card. But that he would be happy to provide a replacement. Seemed pretty easy…
Then he asked me if I would like it to be mailed to my home address…
I said that would be fine and asked why the original card hadn’t gone to my home address…
He told me that cards issued to replace cards that have expired go to the branch, but cards issued to replace another card could be sent direct to the recipient….
I understand the need to check that the person getting the card is the person that is supposed to be getting it, so you need to do ID checks and so on, but it seems to me that the way that the ANZ works on this is somewhat illogical.
I wonder if the ANZ monitors blogs in the way that Telstra does.
If so, perhaps someone from the ANZ would like to call me and explain…