Al sent a message to Greg D. Carmichael – Chief Executive Officer of Fifth Third Bancorp – Email Address that said:
I am extremely frustrated with the service level I have just received from your mortgage dept. They do not hear the customer, they just take a stance and wait for you to get done talking. there is no middle ground, there is no putting themselves in the customers shoes, and in my case, there is no understanding that customers do not know the inner workings of your organization and terminology, the way they do. This is far too brief a format to tell the whole story, but feel free to review my account. There are notes on my calls. Any reasonable person can see exactly what happened, but if you are unreasonable, you can throw your hands in the air and say, "we didn't do anything wrong", it's your fault! that's not customer service. Essentially, I asked to have my mortgage date moved. The woman did it for one month, not permanently. We, not in the banking world, don't even know that's a thing. Of course, when my mortgage came out two days early the following month, my account overdrew. They were kind enough to cover half. That's not good enough, it shouldn't have happened in the first place! Hiding behind semantics, miscommunication, and improper or misunderstood terminology is not only poor customer service, but it's also very ignorant, whether it be intentional or accidental. 5th 3rd will lose my mortgage and my bank account over this....$74. There are too many choices that arrive at my door (daily), to be treated like this. I would love the opportunity to speak with you, or someone in executive management, who can have a policy free dialogue regarding this issue, and be capable of making a sound business/customer service decision, vs. following a flow chart of resolutions.
Al
