1-800-WHO-RYOU

I remember when my mom and I went into her bank after my daddy died and the president of the branch came over to give her a hug and tell her how sorry he was for her loss. He took us into his office and handled everything himself. He provided personal service with kindness and compassion. You would have thought she had hundreds of thousands of dollars in his bank. He approved a signature loan for her and didn't even check her credit!!! The year was 1988.

So, what has happened in the last 20 or so years?

We've been members of a local bank for many years and I go inside the branch to handle all of my transactions but I guarantee you that nobody knows my name. I don't know their names either. It seems like everytime I go to this branch there is someone new taking my money. And, I've never seen the branch president or vice president. I don't even know who the manager is.

The other day I wanted to get some information about a home equity loan. I was told that the branches no longer handle loans of any kind. I was given a toll free number to call. I called. After entering my account number and stating my name, zip code, etc, I entered 3 for loan services. I was connected to Sara. Sara proceeded to tell me that I had the wrong department and that I would need to call back and enter the correct number for loan services. I was sure that I entered it correctly the first time. And, of course, she was unable to connect me back to the voice response system. So, I called again. Went through the same rigamarole and, this time, I never made it to a live person. I was disconnected. I gave up.

I wondered where the call center was located; Texas, Montana, India?? For sure, I knew that if I had ever been successful in getting through to loan services they wouldn't know my name. They wouldn't care about how good of a customer we've been for the past 10 years. They wouldn't know, nor would they care, about the tragic loss of our son or about my recent job loss. They wouldn't know me and I wouldn't know them.

I'm not sure exactly when this lack of personal service started but I don't like it at all. I want to sit down with someone face to face to discuss our financial situation and our current needs. Someone who is familiar with our accounts and our good credit history would be ideal. I want them to know I'm more than just a bank account number or a credit score. I want them to be able to provide all the services we need, from a money order to a loan, right there in our branch. Is that just asking too much? Seriously, do they even have a branch manager, vice president or president on the premises? I'm going to ask next time I'm there.

In the meantime, while I sulk, I'll be searching for an old fashioned bank to give our business to. One with a personable, friendly and consistent staff and a manager whom we can shake hands with; maybe even hug one day when we get to know each other better. I know there has to be a bank like this somewhere out there. Hopefully closer than the small nearby towns like Lavon or Blue Ridge, 30 minutes away from our house. That would be a pain!