Regular readers will remember that, last month, my wallet was stolen. The wallet itself was dumped in the trash (someone actually saw it and got it back to me) and only the Wachovia card was taken. As soon as it was stolen, I called Wachovia and ING Direct to put stops on my cards and actually order new ones. I figured I wouldn’t get the old ones back.
The ING card was left in the wallet, so there were no troubles there, but in the half-hour before I noticed and then while I searched for the wallet, the Wachovia card was used. When I called Wachovia to put the stop, they helpfully asked if I’d just bought gas. I hadn’t, but the gas station was directly across the street.
So then I had to work with Wachovia’s fraud department to figure out which transactions I wanted reported as fraudulent. They sent me an affidavit, which I signed and returned. And a couple weeks ago they let me know that everything was taken care of. I got a credit on my account.
Throughout the initial incident report and everything else, Wachovia’s service people were friendly, calm, helpful, and efficient. It didn’t take me too long to get through, to get what I needed to done, etc. The new card arrived in 3 days and the affidavit shortly thereafter. I also spoke to them a while after sending in the affidavit, to make sure everything was ok.
Just as I believe in leveraging blogs and social media to get better customer service, I believe in using them to applaud jobs well down. When it comes to customer service for this incident, I’d give Wachovia an A+.