Brigitte Fires (brigittefires) wrote in bad_service,
Brigitte Fires

e-Bill Pay

My credit union has an e-bill pay service that is actually contracted through a fairly popular online bill pay system (which is a fiasco sign-up story in and of itself but that's like 4 years old and not that interesting).

Well, yesterday I scheduled two payments for MONDAY. The 14th. I get paid today at 5pm, so obviously I didn't schedule them for today and I even double checked the dates as I was confirming the payments.

SO why did my account get overdrafted this morning???

So, I call my credit union to see if they can reverse the OD fee. They tell me to call the e-bill pay service about the payment being put through early.

First I can't find the phone number to contact them on the site ANYWHERE. Finally after about 10 minutes of searching I find the number and sit on hold for a bit.

Mind you, this is not a company I'm very familiar with, and therefore I don't know how much I should really be trusting them. Their website wouldn't be hard to forge, and now the guy is asking me for ALL my information. Over the phone. Like first he wants my account number (which only sort of makes sense if he's through my credit union, but I had to call a different company??) and then he wants me to give my whole social security number to him. I hesitated and then responded with "I'm sorry I'm really not even sure what company I'm calling and I'm not really comfortable giving you that information." He sort of made a disgusted noise in his throat and then asked me for other info (address, mostly).

I mean, I guess if it was just confirming my identity that's one thing... but generally they say "I just need to confirm your identity so if you could answer some security questions for me," or some shorter version of the same. They don't just start asking for full account and SS numbers. O.o

Then the guy is trying to argue with me about when the payment was scheduled for.

Ok, even if 4 and 1 look sort of the same, I actually clicked in the calendar because I typed in the wrong year the first time, so I'm 100% positive I clicked on MONDAY (versus FRIDAY!), and I had double checked the dates when the confirmation page came up (because actually this isn't the first time the date I pick is not the date they schedule the payment for, it's just the first time they picked a day before and not after).

It didn't take long before he gave in and said ok but I never got an apology, just a muttered "weird."

Then the service wasn't so bad. He called my credit union (after I gave him the number... if you have a contract with a credit union, shouldn't you have their number easily accessible?) and explained that the money was taken from my account today but the money won't be there til 5pm and could they please wave the fee for me.

Credit union rep said she needed the customer to call and I said I was on the line, so she got my info... NOT asking for my full social but the last 4 digits... and then she says "Happy Birthday, *my mom's first name*!"

Now ok my mom is on my account with me for a number of reasons. Most notably because she opened the account for me when I was 2. But also so if there's an emergency she can get to my money and most especially so she can transfer money into my account (though we have it set so she can't transfer money out of it). But when I've just told you MY name, confirmed the SSN of the main account holder--ME--and that pulls up the account with my name... why would you assume it's my mom on the phone?

I'm assuming here that they have a popup window that comes up if the account is accessed on the birthday of either party, but still, a little common sense would be great.

So she says she'll put in a fee reversal request and gets my phone number to call me back this afternoon. She hangs up, I thank the dude from the e-bill pay service, and he says good luck and everything's fine, right?

But then I get a call back from the CU rep. Apparently they need to have the negative balance paid before they can submit the fee reversal request. That doesn't make me very comfortable, because I've had problems with an actual bank *ahemnationalcitycough* telling me if I paid the negative balance that they could NOT reverse the fee. Yes, I see that they are different institutions and would have different policies, but I am frankly uncomfortable with the idea of having to pay them and then get my money back. I trust them but... they're still a financial institution and this is "easy screw" territory.

Anyway I said I get paid at 5pm so I'd be in to do that this evening. She said that's fine and she works tomorrow so he'll leave a note in her drawer to remind herself to get that taken care of. I'll probably talk to the branch manager of the one I go to tonight and try and get it taken care of immediately, but here's hoping.

That could all have gone a lot worse and I'm still waiting on the outcome but still, not the stellar service I'm used to experiencing with my CU.
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