I was a customer of Old National Bank (notice the past tense there) for over 10 years. I opened my account in college and it was my first ever debit card! Very exciting. I regularly banked at the branch in Carmel, IN and enjoyed nothing less than spectacular service. I was always greeted with a warm-welcome, fast friendly service, if I had to call in for something an actual human answered and quickly resolved my problems! After moving to Louisville, KY a little less than two years ago, my feelings for Old National changed faster than Clark Kent in a phone booth. No one even looked up when I walked in the door. No one said a friendly hello, nothing. When I'd use the drive-thru window I would have to press the button and wait for what felt like forever, in reality it might've been a couple of minutes. Still too long in my opinion. I had the pleasure of waiting on a teller to finish a personal phone call before she could help me. I overheard a Manager and a teller discussing another customer whom they'd just ended a phone call with very negatively right in front of me! They were mocking this person right in front of another customer, me! This was pretty much the last straw after almost two years of extremely poor customer service from this branch. I finally closed my account and when I did was asked why. I gave a PC answer of "another bank in town offers interest on free checking, no service charges, and foreign ATM refunds". (all true - Commonwealth Bank and Trust - they're GREAT) When I said those words aloud I was told "No banks do that". So, not only have you been giving me terrible service, charging me fees, but now I'm a liar? Enough! I happily walked out of the branch at the corner of Shelbyville Road and Hubbards Lane, never to return.
It gets better. I decide that I owe it to my ten year relationship with this company to write a letter. Someone might care! Someone might change this, someone Might. Do. Something. I wrote a letter to the Regional Vice President here in Louisville, whose name I will not mention. I gave this man one week to reply. I thought that was fair. Maybe he's on vacation. I hear nothing. I hear nothing until I have to email him a second time. Here is the response to that second email:
"Dear Ms. Bailey,
I apologize, but we mailed you a response by regular mail earlier this week. I am attaching a copy of the letter. We mailed the letter to an Indianapolis address, which is the address on our system. This address may be outdated, which could be why you didn't receive my reply. Now that I think about it, I should have responded by email since that is how you communicated with me. Sometimes I am a little too old-fashioned. Regardless, as the letter states, I apologize for our service breakdown and appreciate your reaching out to us with the issue. We understand your frustration and disappointment with us, but hope you will give us another chance.
Please do not hesitate to contact me with any questions or comments.
Best regards,
X"
Really? You sent it to an address you KNEW I didn't live at? Guess what...IT WAS THE WRONG LINDSEY BAILEY. They sent it to Lindsey B. Bailey...not me. Like I said. Management means everything, and this is clearly an issue from the top down. This person sent a stale snail-mail reply to the wrong person. And you know what? Had I received an email back apologizing, saying something would be done....I wouldn't be writing this today. I wouldn't be putting it on Twitter, Facebook, Google +, and you might not have heard my story.
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