We moved February 10, 2007. Here is is June and my bank is still sending my statements to the old address. The biggest issue with this is that they arrive late since they have to be forwarded. I updated the address online the day before we moved. When I got the March statement addressed to the old address, then forwarded, I called the bank at the toll free number on my statement to inform them of the error. They told me it may take a while to fully update and the next statement would arrive at the correct address.

The April statement was addressed to the old address. I called again. They said that was strange because my old address is nowhere in the system. The next one should be right. May’s statement arrived late yet again, and you guessed it, addressed to the old house. I called again, and AGAIN they told me that my old address was nowhere in their system and it may just be taking a long time to fully update… um… ok.

Today I got my statement late, again, addressed to…. the old address. When I called I got someone who barely spoke English. I explained the situation and she tells me it’s impossible for my statement to be sent to the wrong address because they don’t have that address in their system. Excuse me? Impossible? I told her I’m looking at the address right now on the statement.. it’s quite wrong, so it is most definitely without a doubt quit POSSIBLE to be sent to the wrong address. She insisted it was impossible. I’m assume there was a major communication issue there. She did not seem to understand that the address on my statement and thus where the statement was delivered to was WRONG.

I demanded a Supervisor…. this one spoke English quite well. But …… HE proceeded to tell me the address was correct in their system and he cannot even change anything because their system does not show the old address anywhere. I kept telling him THAT was impossible since it’s quite clear my old address IS in their system somewhere. We went round and round and the best solution he could come up with was to re-do the change…

I then called my local branch. I asked to speak with the manager. When I explained the situation to the Manager, he found the error in 3 seconds. They updated my profile, but not my husband’s. And just like that it was fixed. He also told me to never call the toll free number and only call the local branch. My bank recently outsourced their customer support (ya think?) and they had been getting nothing but complaints. Gee. I wonder why.