I have a credit card through my local credit union. They obviously do not service the card in-house, but rather it is serviced through ezcardinfo.com.
I have a payment due on the 25th, and have been trying to sign in to the website to pay it for the last week and a half. The website has been in varying stages of broken that entire time, and I've not been able to successfully get into the site.
So today, I give customer service a call, hoping to make a phone payment.
"Sorry sir, you can't do that.... your credit union does not allow for us to take phone payments".
Okay, so if I send in a check today, it's not going to get to you until after the payment due date. That means I will get a late payment charge, correct?
"Yes sir, that is correct. It usually takes 5 days to process a check payment."
Okay, so your website has been broken for a least a week and a half, and you're telling me that I'm going to have to pay a late charge because YOUR website is broken?
"Yes sir, that's correct".
Okay, so what can I do about this?
"Well, I can transfer you over to website support and you can talk to them."
And what is that going to do for me? They're going to tell me the site is broken, and I should mail in my payment.
"Well, they might be able to give you a timeframe when the site will be back up"
Okay, fine... send me over.
And that's where I sit... been on hold for over 20 minutes due to high call volume. They don't even have decent hold music. It's the same little riff over and over again in between "We're sorry for the wait, and we look forward to assisting you"
How can a financial institution have their website broken for going on TWO WEEKS and not have heads rolling in the tech department? Hell, where I work, if anything is down for TWO HOURS, you're a complete failure.
Their datacenter had better been burned to the ground and all the servers melted into a puddle for this kind of downtime. And even THAT would be inexcusable, as I'm sure they have to have some sort of DR plan.
Thanks for letting me vent.