I called on March ** and again on April *--speaking to Gail Edwards, a Renee, and someo...

GetHuman4844049's Complaint issue with Comerica Inc. from May 2020

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The issue in GetHuman4844049's own words
I called on March ** and again on April *--speaking to Gail Edwards, a Renee, and someone in the Corporate Quality Process Dept. All of them promised to get back to me about my concern with the latest update to the Voice Integrated Response. I have serious questions about the security compromise made when an important step was eliminated when checking your account via phone. You no longer are asked to supply your account number: just the last four digits of your social and your security code gets you everything you ever needed to know. I argue that since that step was present prior to the last update, it is still in the system and should be capable of being activated when requested. If your IT department cannot handle that, you need new personnel. Some of us are older and do not do as well with the voice activation due to shaky voices. I must question if this is an example of age discrimination. I have tried today for the past three hours to reach a live person.......left message with Gail Edwards (but she promised to get back with me in a week to ten days on April * and has not done so yet)* I held on the phone for over ** minutes because the "smart voice" could not*would not transfer me to an agent and kept me in a loop on hold for **:** minutes* I called Corporate at ***-***-**** and the devil recorded voice informed me that the wait time is * hr,.* min. **We have been customers at DeSoto long before Comerica came on the scene (since July, ****). The people in this branch are great: friendly, efficient, and helpful. However, the rest of the corporation surely gives me pause and reason to question the security, the efficiency, the customer concern, and the overall business planning model in place.

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Comerica Inc.

Complaint issue
Reported by GetHuman4844049
May 19th, 2020 - 3 years ago
Not resolved
Seen by 17 customers so far
Similar issue to 41 others
0 customers following this

Timeline

GetHuman4844049 started working on this issue
May 19th, 2020 8:16pm
GetHuman4844049 indicated the issue is not fixed yet.
May 19th, 2020 8:19pm

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