Annals of Customer Service- TriCounty Bank and CCCU

When I saw that strange-looking letter, I knew it meant trouble. Here was a letter from BOTH North Valley Bank and Tri-Counties Bank, which has absorbed them.  At the bottom were TWO signatures, one from each bank. When I worked at Pearl Harbor, the CO used to say, “Split responsibility is no  responsibility.”  The Old Man was right. 

The letter was dated October 3 and notified me that as of October 25, a new servicer, Tri-County, ‘will be collecting your mortgage payments from you” and exhorted me to send all payments due on or after October 25 to TriCounties Bank at a Chico address.  I called both numbers to find out that to expect. My mortgage payments are automatically deducted from my Coast Central account.  I called Coast Central and both of the numbers on the letter. No one knew anything except that one person thought that TriCounties would be sending me a letter, maybe even telling me what my new account number would be. Nothing came.

I called Tri-Counties again and was told that all the information was in the packet that was sent to me. I explained that no packet had been sent. Finally they told me to visit the TriCounties branch after November 1. On the morning of Monday , November 3, my mortgage payment cleared! Now I could avoid a useless trip to Tri-Counties, right? Oh no, I called and was told by a nice young lady that I had to come in, anyway. I obediently drove to their branch, which was having the signage changed. It turned out the only reason for making me come in was to pick up the stupid packet, WHICH THEY COULD HAVE MAILED TO ME.

Now that I know Tri-Counties is in such dire financial  straits that they cannot afford first-class postage and an envelope, I will be following their fortunes with renewed interest. 

Meanwhile, a Friend of the Blog filed the following: 

“I tried to simply cash a small $260 check (usually $300) from my wife, done monthly , mostly in McKinleyville’s CCCU. Both of us have an account at CCCU. I told the teller my member #. I assume somewhere on their screen it would show that I have 10Kin checking alone. I have lived at the same home address with the same phone number for 43 years and have been a member of CCCU for decades. My CDL was expired and the clerk was not going to let me cash the check without an unexpired CDL. When I pointed out much of the above, I was told that next time I would need an unexpired CDL.  I asked the teller to ask management why? Are they law enforcement? What next, you need to be a currently licensed driver?  I have both a current license and a CA ID card. I have never had a point against my license since I started driving at age 15 1/2. DMV is using the same photo for both.  My credit score is well above 800.  I have a VISA with CCCU. I have two monthly deposits from CAL-PERS and Social Security into this CCCU’s checking. DMV never asked for the expired license. I held onto it thinking it would be a valid Government issue photo ID-  not at CCCU. What a tale of woe.” 

What a tale of woe, indeed. Whatever happened to recognizing your customers?

I drop into Tasty Tacos (in Cutten, on Walnut) every week and when Tom announces “Julie, you’re order’s ready,” all’s right with the world. The banks should be learning from small business. Boy, should they. 

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