I am unhappy with the customer service from the BMO investor line. It took 10 days to respond to one of my email questions and 5 business days to process a simple purchase of a mutual fund. Cause the transaction took so long I thought it had failed and processed another one. As a result my account was overdrawn and I had to put more money in.
Pissed off, I started looking around at other alternatives. I looked at iTrade from Scotiabank. I wrote them an email asking how long they take to process a transaction including mutual funds. The email address was provided on their contact us page and I checked the help section and mutual fund sections for the answer; not find it I sent an email. This was their response:
Dear Client:
Thank you for choosing Scotia iTRADE.
Please contact our trading desk to get more detail information.
Feel free to reply with any further comments or questions you may have.
For further assistance, please contact us at 1-888-283-7787 or (416) 214-6457 from 8am to 9pm ET weekdays or 8am to 6pm ET weekends, or go to http://www.scotiaitrade.com and visit our Help Center. You can access the Help Center by clicking on the “help” button located at the top of each page. The Help Center provides detailed instructions, definitions, and services to assist you in navigating your Scotia iTRADE account.
Sincerely,
XXXXX XXXXXXX
Financial Service Representative
Scotia iTRADE
There are a few problems with this. First off, I am not a customer and after this email, probably never will be. Customers should have a seperate help/contact line. It can go to the same place but it should be differentiated so that customer service representative can (a) address the email correctly (b) better understand the nature of the question/issue. A customer having issues is much more important than if I have troubles.
Secondly, sending me an email telling me to check your website isn’t helping and if I wanted to call I would have. I want an email so I have the answer in writing. If someone on the phone can answer the question then someone should be able to answer it by email. It isn’t a tough question or even a trade secret!
“Feel free to reply with any further comments or questions you may have.”
Ya I have one, “Why won’t you answer my f*cking question?”
You mean a multinational corporation with billions of dollars and hundreds of thousands of customers, didn’t roll out the red carpet for your mutual funds?
You might as well blow the whole place up.
First off, I’m sure they’re really eager to hear about your ingenious ideas about how to make their service “better” for you.
Secondly, you don’t provide the e-mail you sent, just their “reply”. This is problematic because perhaps, there are many circumstances that may need to be made more clear (in your e-mail), before iTrade can give a reasonable response, and giving you some vague answer, “1 – 35 business days” isn’t helpful, and would only further your rage.
The reply, appears to be an automated message. It really reads:
“We’ve received an e-mail from you, and we appreciate your interest in our company, but please use the avenues provided for your questions.”
No point in getting your panties in a twist over being lazy, and not wanting to make a phone call.
Sincerely,
The-Girl-With-No-Patience-for-Self-Indulgent-Twats.
when establishing a business, a good customer service is always necessary’..
customer service should be put first with any kind of business**: