Metro Bank Harrisburg – Complaints

I’ve been getting a ton of traffic and support over Metro Bank’s ongoing customer service issues.  In this post I’m going to talk about how to file a complaint and get results.  But first, I’d like to help:

My site is currently getting thousands of hits every day from Metro Bank customers.  If you work for a bank or credit union and you’re offering any sort of special incentive for Metro Bank customers to jump ship, send me your contact information and details on your promotion.  I’ll post all the offers within a day or two.  I’m willing to do this for free, and in fact, I will not accept any compensation of any kind.

From the comments here and elsewhere, the most common problems users are reporting are:

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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.

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June 2009 Tweetup

May’s tweetup was — as predicted — incredible.  The warm weather plus having the deck at our disposal meant a lot of new faces showed up.  I believe we wound up leaving around 11 … Am I right?  Thanks to everyone who made it out, and I hope you all return!

The next Harrisburg Tweetup is going down on Wednesday, June 17th.  7pm on the deck (weather permitting) at Appalachian Brewing Company in Harrisburg.  If we get rained out, we’ll be inside the Abbey Bar (second floor).  If you have a blog, post on Fark, or have a Twitter account, you’re officially invited!  Added bonus:  Bottles are $2 off, so if the seasonal ABC brews on tap aren’t to your liking, that bottle of Framboise will only set you back $8.

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Tonight’s Tweetup

Let’s see if I can recall this all from memory:  @andreacecil, @VickyKH, @KathleenLD, @bydanielvictor, @sarabozich, @jak440, @aaronwinborn, and Roxbury News.  A lot of the regular attendees (including @jerseymike, @yoshua, @Bone_, @billbostic, and @EdGrohl, among others) weren’t able to make it out for one reason or another.  Looking at the Twitter timelines, it looks like it was a combination of everyone being busy and having prior engagements.

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