Skapad 2009-04-08 12:49
Av: Ej inloggad
We took out our loan in 2004 and have two people who have been our personal contact points since then. Everything worked great - had direct e-mail contact and could discuss things via the phone as well when necessary.
Then last year the bank went over to having a pool of four people delaing with a group of customers, so no longer the one-on-one contact that had been one of the deciding factors in moving our banking services over to DB in the first place.
When trying to sort out increased amortering I contacted the bank via the online messaging service. Although I got responses from the central DB office it took a long while for my branch (Solna) to make contact with me.
When they did I asked about the change from personal advisors and was told that now it is a group that deals with customers, but if I wanted I could have this person as my regular contact point. I asked if he could send me an e-mail so I had an easy way to make contact with him in the future, especially as I do want to discuss discount soon, and I told him my e-mail address. Clearly he didn't note this down or misunderstood as I haven't had any contact from him (just the papers to increase the amortering, so at least that part went well).
What gets me is that I'm paying to have an account with DB - I am a customer and expect a certain level of service. Unfortunately this level of service has slipped somewhat in recent times.