Permit me a brief rant. On Monday of this week, I call CIBC Visa to request that they fax me a Visa statement from 2003. Why I can’t see my own data online from 9 months ago is beyond me–they only show 3 months online–but I digress.
The guy on the phone from CIBC Visa assures me that they will fax my statement later this week. He checks and they’re ‘on Feb. 18’ in the faxes. They’re five days behind on their faxing? What kind of organization are they running? Fine, I say–I’ll have it by Friday.
Friday comes, and, of course, I’ve got no fax. I call them back and politely enquire as to the status of my fax. The clerk on the other end has no information about it. Was it requested? Has it been sent? Was it mailed instead? They have no records at all–not just for me, but there’s apparently no system to track these requests. I ask to speak to her supervisor. Always go up the food chain.
I talk to her supervisor, politely explaining my situation again. I request that, given the fact that I’ve already waited five days for data about my card usage, they expedite this obtuse faxing process. No joy. She says she’ll put my request back in the queue, and that I might get my fax on Tuesday. Seven business days to get a single page of information from nine months ago! I could’ve had it delivered by horse and buggy from Toronto in that time!
I then placed a feature request with the supervisor, suggesting that they develop a feedback loop that enables her staff to actually monitor the progress of these types of requests. The response I got was the most dead, apathetic ‘yes, good idea’ I’d ever heard.
In short, CIBC Visa are half-wits and I’m not optimistic about getting a fax on Tuesday. Note to self: hold onto your Visa statements–they’re apparently like gold.