Wednesday, June 29, 2011

BMO cares

Last Thurday I discovered that my BMO Mastercard had been compromised.

I was buying gas at Esso using my Esso SpeedPass, which is linked to my Mastercard, and it was refused. I then tried to use my Mastercard and it was refused. I ended up paying cash.

When I arrived home there was a message from BMO Mastercard's Fraud department asking me to call them. I did, and was advised that there was a $1600 and an $1800 charge for The Source and Best Buy that triggered the lock on my card. I was advised to visit a local branch where they would take card of the forms I needed to sign, refuting those charges.

I walked up to a local branch that night, about 30 mins before closing time. Without going into too much detail about that experience, I spent about an hour there because the branches don't normally deal with Mastercard issues. Due to the postal strike it seems that they were put in that position without being notified. The staff at the branch were incredible in helping to resolve the issue with BMO over the phone.

The rep I spoke with on the phone, while at the branch, told me that I would receive my new card via courier in 2 business days. I should have received it on Monday. It is now Wednesday.

I called BMO Mastercard's customer service number. After a brief time on hold I was speaking with a rep who asked for my Mastercard number.

I told her the situation and said I could give my old number if that helped.

She immediately apologized and explained that due to a larger volume of requests for couriered cards, there was a backlog and that it may take an extra time to arrive. She offered to check on the status of mine, so I gave her the old card number.

After confirming some information to ensure that I was who I said I was, she advised me that my card had not yet been shipped. She apologized again and asked if I was travelling and in urgent need for the card. I explained that I have a recurring charge that was upcoming, but I could probably make arrangements to pay it another way if necessary. She thanked me and said if I could do that it would help a lot.

Then without even asking, she told me that my yearly $35 fee would be refunded for the inconvenience and I would also receive AirMiles for the charge I would not be able to apply to the card.

She also noted that I have been a customer for 9 years and thanked me for that.

To be honest, my biggest concern about not yet receiving the card was a fear that it had gotten lost, but I came away from this experience feeling like they actually cared.

Yeh, I could have gone off on a rant about how I shouldn't have been told 2 business days if it wasn't going to be 2 business days, but seriously, why bother? What would that accomplish? They made a decent attempt to compensate me for the inconvenience, and treated me like a person and not a number. I've been on the other end of the phone before, and I know that "shit happens". It was nice to see that the reps at BMO have the power to do little things like this without jumping through hoops.

Kudos to BMO.

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