I had opened an account with Wachovia recently, now that I am full-time at Rutgers University, since there is a Wachovia ATM in the campus center. Despite being assured that I would not be charged for an initial order of checks (which I didn’t want) only a week after my account had been opened a $20 fee appeared in my ledger for an order of checks, along with a $31 overdraft fee — after all I wasn’t expecting the $20 original fee.
I called customer support (obscenely late) and was told that the initial conversation had been recorded and I would get a call back. I didn’t. What really brings me to the point of this entry, however is…
I called again today. Talked to a lovely woman named Jasmin who straightened me out immediately, only asking that I return the checks (which I’m happy to do) Then, when I talked to her supervisor to compliment her service, the really amazing thing for me happened… the supervisor asked me if I wanted Jasmin’s direct line.
What a great feeling. I’ve found someone I know and like, and instead of making me try to go again through the generic help desk line, the supervisor immediately asks me if I’d like to have her extension, and told me I could call her again for my future needs. Such a small touch of customer service, that has made me more happy than even a monetary inconvenience credit could have.