So yesterday my husband received a phone call from our bank, the CIBC. It was an automated call that came after regular work hours had begun. Should my husband not have a job that requires irregular work hours, he never would of heard it.
That could of been a disaster and here’s why.
The call was automated and said he needed to go to his branch within the next two hours to reset his pin # because they believed his security had been breached.
Of course, we flew into a panic because we thought the money in our account had been taken out. In other words, that we had been robbed.
Even though he had a work appointment to get to, he flew out of the house and down to our bank. After reaching the teller she told him he just needed to reset his pin. He asked her what had happened and she said “your account has been emptied”. She was joking. Joking! Can you believe it? As if that was funny. When she saw my husbands face she told him she was joking and couldn’t really tell him why he needed his pin number changing. She couldn’t tell him what put the fraud department on alert only that they had been alerted.
Okay, here’s my problem. First, why was the call automated? Second, being called by the fraud department is not a joke. Third, you should be entitled to know what has occured. What if my husband had not been at home? What if our accounts had been frozen as they indicated they would be until the matter was taken care of?
Really? Not great customer service. I appreciate that they have a fraud department but it obviously needs a few changes.
This afternoon my husband received another call from CIBC. This time it was from an actual person. CIBC had read my blog post. They called to apologize for the errors and explain what had occured and why he needed to change his PIN. Apparently a store he purchased at is known to have been comprised on occasion so this was a precautionary move. It was the tellers responsibility to explain what had happened and to help my husband change his PIN number. Her attempt at a joke was unacceptable..
I’m I am hoping that CIBC takes the time to remind their branches of their own fraud policies and appropriate teller behavior.
Thank you to Adrianne (apologies if I have spelt your name wrong). Both my husband and I appreciate your call.