The service was fine but in the middle of rising COVID 19 numbers, its really dissapointed to see that 3/5 of the staff were not wearing masks. Four of which were having close conversations. Its unprofessional especially in a necessary service such as banking. I wear a mask for 10 hours a day, it's not that difficult. Do better servus!
This is more a review for Servus Credit Union on their corporate policies, regarding their credit card products. The credit cards were brought back in house last year, which was a shaky process, and ridden with bugs (detailed in another review I left.)
But the reason for this review is that this week I wanted to do something that would be relatively simple with most other credit cards--a balance transfer. Normally with most cards you just log-in and with a few clicks you can get a transfer request started. With the Servus card however there is no way to do that through their web-based interface. So I decided to call in the number on the back of the card, which was brought me to an impersonal automated system telling me I could "hang up now" if that was all I wanted. It was designed to make it as hard as possible to talk to a real representative (probably by annoying customers to the point where they would hang up), and when I finally did get through it was to a guy over in the Philippines.
The last thing I want would be something like this. Rather, I should be able to pick up the phone and be connected to someone in this country. I told him I was just calling in to do a balance transfer, and when he had gone through a bunch of verification questions with me told me he was not able to proceed, as they did not have the authority to carry out balance transfers from their overseas office. He could have told me this upfront, rather than wasting my time. He did offer to transfer me to someone in Canada who actually could do one, so I told him to proceed.
I was finally connected to a girl perhaps in an Edmonton office. She was courteous and helpful, no problem with her as a customer support rep. The 1-star is not about her, but how many nonsensical hoops I had to jump through just to talk to her. The way the system is setup is based upon corporate greed and ends up delivering an incredibly poor level of customer service. But even with talking to her she informed me that Servus' policy is that in order to carry out a balance transfer they have to do a credit check first. I was amazed that such a restrictive policy existed, because a balance transfer is not applying for an increase in your credit ceiling, but simply moving a balance from one card to another. So as much as I wanted to get the transfer done I chose to decline their demand as it is an incorrect procedure to require a credit check for something like this. It is silly and overprotective. No other card I have had required this.
The most I had to do was call in and request it with another card, but there wasn't such a ridiculous number of hoops to jump through to get to a customer support rep who could carry it out... So hopefully some sense will be put into some of the individuals who manage the credit card division, and they will add balance transfer requests as part of their web-based portal, which is pretty bare at present...
Why aren't there many servus bank drive-thrus in Edmonton City ?
Hardly any wait times, courteous and friendly tellers. David has been providing us guidance for the last two years and does a wonderful job!
I really appreciate all the help I have gotten from Andrew and everyone at Inglecroft.
Always quiet with no lines and wait time. Staff is well trained.
Poor customer service, would not recommend using this branch!
servus.ca