Unsure whether to be PO'd ...

[Pixilated]

So Moderate-Sized CC Co. gets bought up by GiHumongous Bank. I make a BIG payment – online. Payment does not show up on my next bill. I call them to find out what is going on only to be told ... "Well, you know, it's your fault; you sent the money to the wrong place."

I know nothing about writing computer programs, but ... am I wrong in thinking that GiHumongous Bank should be able to write a program that will allow online payments to transition smoothly to THEM now they've bought out Moderate-Sized CCCo, rather than ending up somewhere in cyberspace? Or is that an unreasonable expectation?

I should add that my account number has not changed. Also, my Wonderful Friendly Awesome Credit Union says they have had a slew of similar complaints. (They are tracking the money, of course.)

[tofu]

not an unreasonable expectation at all, i reckon they should have planned for that ahead of time and prepared for the eventuality - but then, that requires common sense >.< they seriously dropped the ball, to understate it severely :/

[Pixilated]

Thanks, Tofu, that's what I thought but I wasn't sure.

[Heksubah]

I know when I worked for quite large bank which is known for its credit cards (hint hint, the CEO is the most highly paid man in the banking world per CNN Money recently) that whenever one card or company gets bought by another it causes hitches. Now with Quite Large Bank we tried to warn people that there would be the upcoming hitch and we would work with people afterwards to try and resolve things. Often if one bank buys another they won't use the other banks payment processing centers but prefer to redirect to their own, etc etc.

I'd recommend talking to a supervisor if a regular rep just snarks at you. You tried to make a payment, the fault is on their end since they weren't clear during the transition.

[wagegoth]

I temped long term at Citicorp Savings after they acquired Sears Saving Bank. The reason I was there so long was because it took so long to convert the records to merge into the Citicorp system. I ended up becoming the main contact for people who had problems with their savings and checking accounts. It was not a fun time, but from stories I've heard of other acquisitions, Citicorp actually did a pretty good job.

I'm glad to hear your branch is making a real effort to find your money. I hope everything works out.

[Seshat]

You have every right to be annoyed (even angry). Just direct the unhelpful part of the annoyance/anger at pillows/cushions/punching bag, and use the energy boost to help sustain you while speaking nicely-but-firmly to the call centre people who have to try to work through a screwed-up system and get your money where it belongs.

[bankworking]

May I suggest that you check with your "awesome credit union" and see if they can open a credit card for you to take over whatever balance you owe? Nothing talks like taking your money elsewhere, and credit cards and loans make a lot more money for banks than savings accounts.