![\"My](\"\/blog\/images\/0205_mlk.jpg\")
\nMy wife is a wonderful person.<\/p>\n
\nMy wife is a wonderful person.<\/p>\n
She is highly responsible. She is professional. She displays in her work a powerful commitment to customer service. She goes the extra mile. She is honest. She honors her commitments. She is interested in how people feel around her, both in her work life and in her home life. She is compassionate. She is competent. She is reasonable and rational and logical.<\/p>\n
And though it may seem to belie that last sentence, she also expects others, especially in a professional, business relationship to be the same.<\/p>\n
Which is a big reason why this whole U.S. Bank <\/a>thing (see here <\/a>and here<\/a>) has so seriously upset her. And angered her.<\/p>\n Rat bastards.<\/p>\n U.S. Bank’s motto is “Five Star Service Guaranteed.” Which sounds impressive until you realize that that’s on a scale of 1-20 stars.<\/p>\n At U.S. Bank, our Five Star Service Guarantee means that every teller, every loan officer, every manager and every employee is committed to responsive, respectful, prompt and helpful service. The Five Star Service Guarantee means putting your needs first and foremost. It means focusing on what you need to maximize your business or personal financial management. It’s our promise – to change forever what you expect from a financial institution. And it’s a promise WE GUARANTEE!<\/b><\/p>\n They lie<\/a>.<\/p>\n Each of us at U.S. Bancorp takes responsibility for providing outstanding service to our customers, understanding our individual jobs, and performing our jobs at the highest level. In the end, it’s our individual personal commitment that helps deliver real results to our customers, company, shareholders and community.<\/p>\n![\"We're](\"\/blog\/images\/usb_usbank_logo.gif\"){kind=logo}
Because the faceless drones at U.S. Bank have been utterly lacking in taking any responsibility. They have behaved unprofessionally. They have shown no commitment to customer service. They’ve not only not gone the extra mile, they’ve wandered off when her back’s been turned. They’ve been dishonest. They’ve not honored her commitments. They’ve shown little interest in how their customers feel. They’ve had only lip service to compassion. They’ve been incompetent. They (and their systems) have been unreasonable and irrational and illogical.<\/p>\n![\"US](\"\/blog\/images\/usb_5star.gif\")
In other words, every aspect of Margie’s dealings with them over the past month and a half, in trying to figure out and resolve this stupid little $250 amount still showing up on an old, supposedly-paid-off-by-them <\/i>second mortgage, has flown in the face of everything that Margie is, holds dear, and expects from others.<\/p>\n
![\"Why,](\"\/blog\/images\/usb_work_at_usb.jpg\")
She’s gotten apologies — from Level 1 phone folks who prefix everything with, “Well, I’m afraid I <\/i>can’t help you with this, but …” She’s had supervisors refuse to get on the phone with her. She’s been transferred to the “department you need to talk to,” only to discover, after half an hour on hold, that it wasn’t. She’s had people tell her that it has to be handled at the branch, only to be told at the branch that it has to be handled by the folks in corporate.<\/p>\n![\"Hey,](\"\/blog\/images\/usb_fin_plan_ps.jpg\")
The one mercy in this debacle is that it will not interfere with our closing our new loan. The title company, at least, was able to get through the layers of customer disservice and arrange for a payment of the $200-odd (the number keeps changing). <\/p>\n![\"Margie](\"\/blog\/images\/0204_mlk-klh.jpg\")