Customer service expectation? (Not Meh in particular.)

chellemonkey thought this was worth mentioning said Tue, Aug 19th 2014 at 5:42pm ET

This past weekend I found out that a company I signed up for a service with charged my account before the date they agreed upon causing me to rack up 9 overdraft charges at $36 each. When I called this week they said they would investigate and get back with me within 24 hours. They kept that promise and when they called back just asked for something from my bank showing that their charge coming early caused the charges. After calling to make sure they received it they made sure to apologize and made a point to say "this is our fault and the right thing to do is to reimburse you for the charges"
I felt like this was great customer service and told my friend. He said yeah, wasting your time trying to get your money back that never should have been taken in the first place sounds super duper. I was just impressed that the company was so upfront about it being their own mistake and doing the right thing. What do you all think?

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Thumperchick said Tue, Aug 19th 2014 at 5:58pm ET:

I think that mistakes happen. The fact that they took responsibility for the overdraft fees is a great response.

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JonT said Tue, Aug 19th 2014 at 6:28pm ET:

I think you should opt out of being able to overdraft so it'll just decline the card and you won't get those stupid $36 fees.

But seriously, I agree that taking responsibility and being transparent is a great thing for companies to do and something that seems to be less and less common these days.

It's a huge thing for us here at Mediocre to be open, transparent, and honest - especially when we screw up. It's one of the things that really drew me to the company and having the ability to talk to the community and customers like people and be honest instead of using stupid marketing doublespeak is a dream come true.

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Foxborn said Tue, Aug 19th 2014 at 8:50pm ET:

Kudos to @JonT so right there, I work for my bank and as soon as I realised that I was opted in I made them changed it. I've seen how much damage that can do and I just shake my head. I'd say the best thing is to do is set up a savings account with about $200 that can be drawn on when checking goes over. Should be a Much Lower Fee, well that or don't use the Debit card ;) . Sorry for the mini rant

ANYWAY - It's AWESOME to find such a honest I hope they follow through for you

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