|
Well, progress has been made at headquarters. I think we struck a
no-fault deal. They agree to pay the charges encountered in this mess.
Not so cheap. The state of New Hampshire issued me a $25 fine and
revoked my registration. Then they are charging me another $50 to
reinstate my registration [all this on top of the original check].
DCU did know that these checks were being charged against a closed
account. My question to them was why didn't they call me. The answer
was that this happens very frequently.
the no-fault comes in as they can no more prove that they sent me a
close-account letter then I can say I ever received one, in fact it is
even harder for me to prove that I didn't receive one.
In something as important as closing an account, there has to be more
an interlock, or two way communication. Since I still have checks, I
still have the ability to *think* I can use the account. Perhaps they
did send something. I don't think so , but I do get *at least* six
pieces of DCU mail each month to sort through.
Perhaps, they can send the notices via certified mail. OK, could cost
an extra 50 cents, but look at the costs involved here by not doing
notification, that at a bear minimum did not communicate with me.
Or let the account remain open and charge the fee. The account that
was closed was planned to be used. We had been prepared to pay that $2
per month to keep it open until we were ready. Then came the no fees
gang that saved me money.
Then there is the information center. And the famous "its policy"
reply. That doesn't smack of a member oriented institution. "its
policy" is something you hide behind. Since this issue could be worked
at a higher level than the information center, perhaps its time to give
the people at the center a little latitude so that they can make some
reasonable compromises without hiding behind policy. "its policy" is
from pre-RC times, but its still here.
perhaps they should look at modifying the information center to add a
problem center division. I rarely ever call the info center for normal
business which they seem to excel at, but when I have problems like
DCU cashing check for more than they are written for, or for VISA being
declined when it shouldn't, or in this case, account closed. The info
center is not prepared to handle these cases. I've always had to
skip management levels to get real work done.
This leads me to one of the bright spots in this episode. I had a talk
with Carlos. I want to congratulate the BOD on hiring this person.
He was respectful and a careful listener. He is full of ideas and
seems like a member oriented person. There are good things going to
be announced soon. I hope he can get out and meet members at the
meet the pres meetings that Chuck did so poorly at.
summary:
1. if an account is to be closed, make sure the member knows it. Use
some sort of interlock method BEFORE closure.
2. take the handling of problem situations away from the information
center. They can only provide information, some of it is the
ability to read policy. People with problems need an action plan.
3. Get Carlos out to the members and DEC sites. He could do for DCU
what Lee Iacoco did for Chyisler.
ed
|
| Ed,
I'm happy to hear that the problem was resolved, and that it turned out
to be due to a communication glitch about your account closure, rather
than a policy of not informing members (the impression I got from .0).
I think you make a very good point that requests for information and
requests for problem resolution require different procedures.
I'm also very happy to read your praise of Carlo. I have had the same
impression of him and I'm glad that you feel that way, too. I'm looking
forward to lots more good stuff at the DCU.
Enjoy,
Larry
PS: This year's DCU strategic planning meeting is coming up soon.
If anyone has ideas to share with Board members, now is the time. LS
|