Dear Royal Bank,
I can't tell you how much I appreciate rbc.com online banking
Your associates are beautifully trained, extremely helpful, and never never lose patience. (except for one!)
but I am writing you to recommend that you add one more procedure to the million procedures you already have on hand.
The procedure of how to deal with an "old lady" of 87 who is running a business, is sharp and innovative .....with one tiny exception.....
"SHE CAN'T HEAR TOO GOOD!"
so when i was overly careful about entering my 140 characters of a password
i flubbed and entered it again and flubbed it again, and, guess what?
I hit 3x and you're out!!!!!!!!!!!!!!!!
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LOCKDOWN!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
As you know YOUR RESPONSE TO 3X AND YOUR OUT is to shut all entry into my accounts and throw me into the welcoming arms of your support team....after waiting the requisite 40 minutes for the call to be connected!
and then I truly flubbed up
They followed all the procedures and i went through them flawlessly - you would have been proud of me....until the last one...."what was your last deposit into your account?"
and that's where my hearing problem kicked in.
The question wasn't clear
And then when it hit me what the answer was and I rushed to give the answer... SHE HAD HUNG UP!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
Everything's well that ends well.
With days spent on the F.....G phone going through the same proceedures, i hit a beautiful associate who when i told him i couldn't go to my branch i was in Lockdown, gave me the name and tel of the bank manager of my branch Stephan 514-874-6832
(He must have a grandmother who loves him very very much!)
Again another few days passed of interrupted phone calls, and then OUT OF THE BLUE, my "tenue des livres" whom I appointed as my POA - seems she was pulled into the act - and after a few days, got the right password (the FIRST password she was given didn't work!!!!!!!!!!!!!.)
I am scared to test it because if the same thing happens again and I will be blocked and this time for sure I will have a nervous breakdown.
SO THIS IS WHAT I AM WRITING ABOUT.
I am making this recommendation that you CREATE ANOTHER PROCEEDURE to help your associates
DEAL WITH AN OLD WOMAN WHO STILL HAS HER WITS ABOUT HER............BUT NOT
HER HEARING!!!!!!!!!!
What i went through was cruel and unusual punishment. it must never never happen again either to me or to any old lady with hearing problems.
i request a"personal"accuse de reception and as well an outline of the new proceedure you are creating to deal with old ladies with hearing problems.
,,,,oh and before I forget. Could you also give me $1million in damages for all my pain and suffering!!!!!!!!!!!!!
Thanks, Very kind of you.
p.s.
I tried the new password today -1 week later - I was too scared to face what could happen.
What could happen DID happen.
IT WORKED!!!!!!!!!!!!!!!!!
AND THEN.....................
GUESS WHAT////////////////
THE NEW PASSWORD DIDN'T WORK!!!!!!!!!!!!!
NOW YOU SEE WHY YOU HAVE TO CREATE A NEW PROCEEDURE!!!!!!!!!!!!!!!
Love hugs and a thousand phone calls!
Claire
POSTCRIPT
I am being forced by circumstances to open up another account with another bank.
The Royal Bank has a rule. If you have a POA, only a POA can have access to your Royal Bank Accounts Online.
"But wait, it's very simple, I appointed my POA. I can "Unappoint" my POA. And then we will create a Joint Account. And BOTH OF US CAN HAVE ACCESS TO MY ROYAL BANK ONLINE ACCOUNTS."
The Bank's answer>
Not Possible!!!!!!!!!!!!!!!!! "YOUR PROFILE IN THE BANK IS SET FOR LIFE!!!!!!!!!!!"
The Bank's Rules cannot be broken....FOREVER AND EVER!!!!!!!!!!!!!!!
c
