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Not So Sound Reasoning

Frustrations with financial institutions never seem to end. Some of this frustration is from sloppy product development. Take the image above from Sound Credit Union in the Seattle and Tacoma area. Note that there are two different requirements for the PIN. The first set in black is for first-time or recurring users — what people normally see. The set in red is an error message when the wrong requirements are put in. The second set does not even make sense by itself. A digit is a number (in computer land). So does the second set mean there should be four or five characters? (Five characters: four digits + one letter.)

This kind of inconsistency — nearly contradictory — drives consumers crazy with frustration. Sloppy product development creates costs for any organization through frustrated consumers who either take business elsewhere or call for support. Call center staff should not be burdened down with what is simply poor editorial control within product development.

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Another Bank Security Lapse: USAA

Financial institutions are putting on so much security when you call in that you sometimes wonder if it is worth it. Perhaps this is a way for the banks to discourage human interaction, allowing them to reduce staffing costs.

Nevertheless, I get tired of being bombarded with questions galore to substantiate my identity. Yes, good that they are being careful. Horrible that we customers must endure this.

Given the amount of aggravation we customers must go through (not to mention the frustrating voice menu systems), you’d think a financial institution such as USAA could one of the most basic security measures when sending a replacement debit card. This basic action is to seal the envelope. Yes, I received my USAA debit card in an unsealed Priorty Mail Express envelope that was unsealed and open. I’m lucky someone didn’t pull the contents out. I’m lucky the card did not fall out of the open flap.

One would think that if you are going to send Priorty Mail Express that you would seal the envelope. Really, it takes about 2 seconds to do this.

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How Starbucks Confuses

Here’s a straight forward lesson in confusion. The Starbucks promo that appeared on my phone in the Starbucks app clearly shows ICED drinks. I go into Starbucks on August 29, 2019 to get a two-for-one iced drink. NO! The staff tells me the happy hour promo is only for HOT drinks. I would say this borders on false advertising. Being that the happy hour is August, it is also reasonable to think that the happy hour promo would be doing ICED drinks on a summer day. This is a fail for corporate communications.