I’m in the process of trying to get a loan to buy my first home in Italy.
Yesterday I got a quotation online and I got a good one from the bank I already have an account with. I contacted them because I wanted to have more details, understand what the process would be like - e.g. would I be able to complete the process fully online?
Waking up, the morning after, I got 7 emails from them: they are all pre-formatted and they are giving me contradictory information, such as “Yay you can get the loan - I’m sorry you are not eligible”. And they were sent out all together, at 07:45am. I replied to one of these, asking to be contacted for clarifications, and I attached my new English phone number.
5 hours later, I get a new email by the bank. They didn’t mention at all to the 7-emails-problem, they said they tried to contact me but I never answered. Guess what! They were calling my Italian number and they are not allowed to call non-Italian numbers.
This bank payoff is “Banking made easier”.
How can a service be this bad? How can a CRM not support properly the customer service of a bank - in particular when related to such a complex service? I mean, it’s a loan, I’m going to owe you money forever, it is not a free prepaid card. On top of that, stop using beautiful payoff when you can’t keep the promise.
