Friday, December 12, 2014

Poor Customer Service Experience

On September 2, 2014, I wrote the NCUA's General Counsel requesting a legal opinion letter.

A month passed and I had not received an acknowledgment from the agency that they had received the letter.

I sent an inquiry to find out if the General Counsel Office had received the letter.

I receive a short response that he had received the letter.

Since then, I have not heard anything.

At ABA, we place an emphasis on offering excellent customer service.

At the minimum, good customer service would include acknowledging the request when sent, setting expectations as to when the request would be fulfilled, and keeping the requester informed regarding the status of the request.

In this case, NCUA's General Counsel Office has done none of these things.

Maybe my experience is unique.

But there is no excuse for this poor customer service.
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2 comments:

  1. AnonymousDecember 12, 2014 at 1:01 PM

    If you're looking for a good customer service experience, a federal agency isn't the place to go. You can replace the NCUA part of your post with any number of federal agencies: FDIC, IRS, CFPB, FFIEC, EPA, FDA, etc., and the same holds true. I do however, agree with your premise and appreciate you bringing attention to this issue.

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  2. AnonymousDecember 12, 2014 at 2:14 PM

    Gee, getting good customer service from a rogue federal agency that talks about transparent but actually is as transparent as a brick wall...what a shock. We've applied for a state charter but must get approval from NCUA to switch from federal to state. I wonder what kind of customer service we'll get.

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