Unprofessional Service and Term Deposit Account Issues
I have been a customer since 2020, but recent experiences have been frustrating and unprofessional. My difficulties began in early November when I called to close a TD account. Instead of verifying me with my long-standing customer number, I was asked for the specific six-digit number of that account. As I could not log into my digital banking, I was unable to provide it. The staff then insisted I email a certified copy of my ID, which was a cumbersome and inconvenient process. Notably, they did not offer to send a verification code via SMS-a standard and simple practice at other banks.
The core issue is with the online system. On 22 November, I updated my TD maturity instructions online. The system showed "Saved", but the changes did not appear on my side. I had to call to confirm, causing unnecessary stress and wasting my time. I filed a formal online complaint that day. Despite this, on 7 December (today), the exact same problem occurred again, I changed my maturity instructions, saved them, and the update system failure. I am now forced to waste more of my time to make another call to the bank again. For comparison, I hold TD accounts with other digital banks. When I make changes online, they are immediately and correctly reflected in my account without requiring a follow-up call to verify. This proves the issue is specifically with Judo bank's platform.
My complaint was assigned to a staff member, her official title was not provided, and her handling has been poor. We have been spoke twice previously, and her assistance was unimpressive. Her emails were unprofessional-she addressed me as "Mr." in one email and "Mrs." in another, despite having spoken to me directly.
Due to these repeated system failures, poor communication, and the significant inconvenience of multiple calls and emails, I am now forced to considering closing all my active Term Deposit accounts. This is not the service level I expected after several years as a customer.
-JPZ
