Ah, the beauty of social media.
Anyway, this morning at about 9 a.m. I had this tweeted to me from @Ryanat53:
Imagine my surprise.
They answered my tweet?
I immediately phoned @Ryanat53 and said "Hi Ryan. This is Traci. The person you just tweeted at."
Hi. So, what's going on? I saw your tweets and I want to help.
I told Ryan what happened on Saturday between the car loan phone call and then the mortgage phone call. I told him how I didn't appreciate being treated like that by the bank. The bank the I've been a customer with for more than a decade. I made sure to tell him everything that was said to me about foreclosure, forbearance, debt reduction, etc.
And then he apologized some more.
And then he continued to apologize.
Ryan found the number for our car loan and said he would personally make sure it was taken care of properly and would let me know when it was all squared away. He also looked up the "mortgage police" from Saturday's phone call (Alexandra) and said he would get to the bottom of that phone call.
What I found most
"Um, don't you think it would be prudent for them to understand the concept?"
Ryan and I spoke for about 20 minutes and aside from the many apologies, he did make it a point to promise that he would get to the bottom of what happened and would make sure it didn't continue to happen. That my friends, is good customer service.
Thank you Ryan.
You got the "customer service gold star" today.
So the point is this: use social media wisely when confronted with a customer service issue. It worked for me and I had my issues addressed. And I got an apology (OK, many apologies). And I have the direct line number for @Ryanat53 just in case I have any other issues.