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I have drafted a letter to the Chairman and CEO of Wachovia to be CC'd to the Chief Financial Officer. I've published it online so that any of you who want to can give me pointers of what to leave in or take out or add. I've tried to remove all anger, but not the frustration. I've tried to be as unwhiny as possible. The last letter (email, actually) I sent to company officers got immediate action (Protection One), and I want this one to be as effective as possible. I'm not trying to be bitchy, whiny, or threatening. I'm trying to convey my frustration with the system and point out where that system has failed a loyal customer of the bank.
So, if you feel so inclined and have the time to read and offer suggestions, the letter has been published here.
[Edit] Further information: I just got off the phone with Visa. Corporate Visa, not the Visa department within Wachovia. They said they do not require the consumer to contact the merchant in the case of fraud. That nonsensical request has come from inside Wachovia.
[Edit #2] I called the Wachovia Visa number and spoke with someone there about two items. First, why I'm still able to use the old card number to login on their phone system when I call. Second, whether or not they actually do require me to contact the merchant.
What I found out was rather surprising. It seems they mailed me a replacement card today. I said, "Today?" and she affirmed this. "I'm holding my replacement card." That caused a couple of almost audible blinks.
It seems that Wachovia's left hand doesn't know what its right hand is up to. I had a replacement card by the 11th of February, yet they are just today mailing me one. All the while exhorting me on every call to cancel the old card, and having not canceled the old card as I specifically requested. This is just getting worse and worse.
So, if you feel so inclined and have the time to read and offer suggestions, the letter has been published here.
[Edit] Further information: I just got off the phone with Visa. Corporate Visa, not the Visa department within Wachovia. They said they do not require the consumer to contact the merchant in the case of fraud. That nonsensical request has come from inside Wachovia.
[Edit #2] I called the Wachovia Visa number and spoke with someone there about two items. First, why I'm still able to use the old card number to login on their phone system when I call. Second, whether or not they actually do require me to contact the merchant.
What I found out was rather surprising. It seems they mailed me a replacement card today. I said, "Today?" and she affirmed this. "I'm holding my replacement card." That caused a couple of almost audible blinks.
It seems that Wachovia's left hand doesn't know what its right hand is up to. I had a replacement card by the 11th of February, yet they are just today mailing me one. All the while exhorting me on every call to cancel the old card, and having not canceled the old card as I specifically requested. This is just getting worse and worse.
