Metro Bank Responds

PREFACE:  Someone commented on my last post pointing out that the employees of Metro Bank are being yelled at and treated poorly.  I spent almost ten years working in retail and retail management, and I am very well aware of how abusive customers can be.  I always make it a point to be calm and rational towards the employees, even when they’re not treating me the same.

My last post on Metro Bank got pretty popular pretty quickly.  Barely 24 hours after posting, it already has over 500 reads and 33 comments. With a little help from The ConsumeristThe Patriot-News, podcasts, multiple forums, other blogs, and some other frustrated Metro Bank customers, the post has cleared over 1000 reads in 30 hours! more than 3300 readers in less than three days! Thanks, guys!

Two of the commenters describe themselves as Metro Bank employees.  One of them (“Shannon”) did not come out and say “I am an employee of Metro Bank”, and as such, she may very well be some non-Metro Bank employee who happens to say things like “we are doing everything we can”.  Here’s the direct link to the first comment; you can see the other two from “Shannon” immediately after the first.  In fact, let me save you the trouble.  Here are all three comments from “Shannon”, in their complete form:

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Metro Bank Harrisburg: An Example in Failure

UPDATE 3: If you’re having trouble with Metro Bank, I’ve added another post detailing how to file a formal complaint and how to make sure your complaint is effective.

UPDATE 4: The Consumerist has linked to my story.  Thanks, guys!  Since Metro Bank isn’t paying attention to individual consumers, maybe some nationwide bad publicity will help out.

UPDATE 5: The Patriot-News ran a story on Metro Bank.  CEO Gary Nalbandian says things “went well overall”.

So I’ve been a Commerce Bank customer for a few years now.  I’ve always enjoyed their focus on convenience and customer service.  This past weekend, they shed their old moniker and became known as Metro Bank. They replaced the website, re-recorded all the greetings, and I believe all their signage has now been replaced.

As an added bonus, there’s a puppy wandering around their homepage.

Commerce Bank Harrisburg was always well-known for treating their customers well.  And yet it’s as if Metro Bank — with the same people in charge, mind you — has thrown out everything they knew about good customer service.  From major faults such as cutting off ATM cards with no warning, to tiny details (such as having their customer service reps recite an uncomfortably-long 20-second greeting when they answer the phone), Metro Bank has really fouled this one up.

Continue reading Metro Bank Harrisburg: An Example in Failure