Coast Capital Savings Credit Union review: Customer service

I am writing to express my dissatisfaction with the service I received during recent call to your customer service department on March 21st 2024 at 10.56 am PST.

I spoke with one of your call centre representatives, Manpreet Kaur, regarding my loan account and I encountered several issues that need to be addressed. Representative has successfully located my chequing account and authenticated me. During the call, representative initially informed me that there was no outstanding loan associated with my account despite my certainty that I do have a loan with your bank, which is being paid off every month from above mentioned chequing account. After being placed on hold twice the representative finally confirmed the existence of my loan account. This inconsistency and lack of clarity in the information provided were highly concerning and frustrating. What added to my frustration was the lack of explanation provided for the initial confusion. As a customer I expect transparency and professionalism when dealing with inquiries related to my finances. I understand that mistakes can happen but such errors can lead to unnecessary stress and confusion for customers. I urge you to review your customer service processes to ensure that accurate and consistent information is readily available to your representatives.

I request the investigation to this matter and appropriate measures to prevent similar incidents from occurring in the future. Additionally I would appreciate if you could provide me with an explanation for the discrepancies encountered during my call. I trust that you will take this matter seriously and work towards improving the quality of service provided to your customers.