My inattentiveness or corporate inefficiency?

A message to Park State Bank in Duluth MN

Park State asks for resetting passwords too frequently.  I don’t remember ever having to do it with Pioneer National Bank (which was bought by Park State).

I messed up on making one of these required updates this week and was locked out of my account.  I went to the Mt. Royal branch and Therese helped me get my iPhone and iPad accessing  my account.

When I returned home, I successfully accessed my account.  However, I could not access my account with a Mac Book Pro (10.9.5) or a MacBook Air (10.14), both of which I have been using for some time to access my account.

I called the Lincoln Park office and was reminded that my password was the last four digits of my Social Security number.

I made the update on all four devices, but I still cannot access my accounts with the laptops.  I obviously can access my account my iPad.

Has Jack Henry made some errors in its latest update to Park State Bank?  If so, it is  ironic!  I  moved my account several years ago from Republic Bank to Pioneer National Bank because Jack Henry did not work properly with my Consumer Cellular phone.  In fact, Jack Henry did not even list Consumer Cellular in its list of providers.  Consumer Cellular has full page ads in the AARP magazine!  That phone worked fine with Pioneer’s provider.

P.S. the characters on this page are very tiny and I found no way to enlarge them.   4pt is very hard on senior eyes!

End of edited message to Park Bank.  I corrected all my typos that I didn’t spot because of the tiny print.  I also found that Park Bank doesn’t want recognize my iPad as it did yesterday.

So, we’ll have to go to the main office sometime in the coming week to walk through this will all of our devices.

Corporate inefficiency

“Conservative” politicians and billionaires keep touting corporate “efficiency”, but I keep finding case after case where they are efficient is inefficiently interacting with their customers.  How many times have you received a satisfactory answer with your first call or email?

I dropped my Republic Bank accounts (including VISA) last year because they blamed Consumer Cellular for the errors I received trying to access my Republic account through my iPhone: both the app and the online account.  Republic said the problem was with Consumer Cellular.  Consumer Cellular said the problem was with the bank.  Neither seemed really interested in pinpointing the problem.

My wife had no problem accessing Pioneer National Bank through her Consumer Cellular phone.

After I opened my Pioneer accounts, I transferred all my funds from Republic Bank to Pioneer.  I wrote Republic to close all my accounts including my VISA account.  I no longer receive monthly statements from Republic.

However, this week I received a notice of a statement from VISA for my Republic card.  Oh, boy!  Did I forget to notify somebody that automatic payments should no longer go to Republic VISA?

When I finally looked at the statement, it was to notify me of my renewal fee!  $0.00!!

I did find a “Contact Us” button that allowed me to call this unneeded statement to somebody’s attention.  I also stated that I had requested Republic Bank to close my VISA account.

Earlier in the week I received from AT&T “Exciting news - your wireless bill from AT&T is now on video.”  Who is it exciting new?  The producers of the video and the advertising department.  It was just a bother to me.  The email didn’t say whether the data for the video was to be charged to my account or was free.  I didn’t bother to find out.

However, I did open up MyATT account, saw the current bill, and paid it, also asking that all future bills be automatically be billed to my credit card.

Imagine my surprise to receive an email today that my bill was ready!  i double checked and the online balance was zero.

I tried to send a message to AT&T and found a page:

Contact Us
AT&T Support - quick & easy support is available 24/7.

I looked and looked for an email form, but I only found two choices: call an 800 number or Online Chat.  I don’t want to wait for “the next available operator",  and I don’t want to wait for the next chat person, type what I noticed, and “hang up”.

I wonder if AT&T uses one of the reputation services, and if so, will the service find this blog post and will AT&T act on it.

Don’t stay tuned!  We may never know if AT&T even read this post.

I think it was the New York Times that had an article this past week that said most telecommunications companies really don’t want to solve your problems: just pass you from one person to another.

“Hello, Melvyn Magree.  My name is ______ and I will be glad to assist you.”  This is generally followed by some generalized gibberish that doesn’t even address the problem, like completely reset your device.

An exception that we’ve found is Apple if you have a device under an Apple Care warranty.  My wife’s iPhone either wouldn’t come on at all or would only get up to 30% charge.  A search of the Apple Support Community came up with over 23,000 topics on this problem.  The only advice seems to be to hold the home and lock buttons together for quite a long time.  For us and others, this did and did not work.

The 23,000 figure does not indicate an efficient corporation, especially when the number of users who have this problem could be ten or more times greater!!

Fortunately my wife’s IPhone was still under warranty.  The Apple Care people walked us through a few steps, and it would work for a while.  After a few calls, they sent us a new phone.  Of course, we didn’t have a backup and had to manually enter phone addresses.  I did manage to print a list from the old phone before we sent it back.

Oh!  And we could never erase the old phone.  It kept asking for a re-something passcode.  It would never accept the phone passcode and we could find no workable answer in the Apple Support Community.  We had to return the problem phone with only the assurance that Apple would erase the data.

How did we get into this mess?  I remember when it was a big deal to have direct-dial long-distance.

The Blamer Games

Sometime last year I switched from Republic Bank to Pioneer National Bank.  I could not access Republic Bank from my cell phone using cellular data.  I could access my account if I went to a coffee shop and used wi-fi.

Republic Bank and Consumer Cellular (my cellular) provider each absolved themselves of any problem.  Republic Bank said that Consumer Cellular was changing its IP address.  Consumer Cellular said they were not.

I could access my wife’s accounts at Pioneer National Bank without a problem.  So, I switched my account to Pioneer also.

Now this problem has raised its ugly head again.  I tried making a estimated tax payment to the State of Minnesota.  It would not open any page where I was to provide information, whether I wanted to pay online or just request a form to pay by mail.  It said I had cookies turned off.  This happened with both FireFox and Safari.  With Safari it happened both with my MacBook Air and with my iPhone.

As far as I could see, in both FireFox and Safari I did not have cookies turned off.  In fact, in one of these browsers I had a long list of cookies.

I went to Perk Place and bingo, everything worked.  Same laptop.  I have a receipt in my email.

Wanna bet that somebody will blame the problem on my Mac.  As I gaze around the coffee shop, I see over a dozen Mac laptops and only on or two other laptops.  I think these providers better get with the program.

I have heard this same thing from the Duluth News Tribune, a problem with Macs.  I can’t even access the Olive edition of the DNT.  Olive is the name of the software that provides a facsimile of the printed edition and allows expanding any article for easier reading.  However, I access the Olive edition of the Star Tribune without problem.  In fact, the Strib has even fixed the annoying problem of inconsistent expansion of the comics.

This whole mess would be comical if it weren’t so time-consuming and frustrating.