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User turns to Twitter to denounce six months of poor customer service by Banco Inbursa.
He accused the bank of stealing $5,000 and not following up on his return complaint.
Every day and at all hours, social networks are filled with all kinds of claims, complaints, comments and thousands of conversations. Above all, the blue bird’s social network, Twitter, has become the main reporting channel for those who experience abuse or an unwanted experience with brands. Along these lines, a user denounced Banco Inbursa for “stealing” 5 thousand dollars and not following up on her return complaint.
When offering a product, customer service is the easiest way to see if the product or service meets the expectations of consumers, and with this, the shopping experience can be improved. Customer service is a great effort to serve the consumer, resolve their doubts, complaints, suggestions and claims.
Customer service must be given all the way to the purchase, ranging from the web, the response on social networks, a follow-up call to determine satisfaction or even the follow-up of a complaint against the brand.
Good customer service can ensure loyal customers, support business, and provide positive word of mouth leading to the possibility of new customers. According to PwC, 80 percent of consumers prioritize speed, hospitality, and support as the key factors of a great customer service-based shopping experience.
User accuses that Banco Inbursa does not follow up on her complaint: “5 thousand dollars were stolen and they are washing their hands.”
Through a thread of tweets, a user reported that Banco Inbursa stole 5,000 dollars and has done nothing to return them, for which she accused “she is washing her hands to return them.”
The user relied on the “magic of Twitter” to report and recounted her experience on the social network, saying that in December 2021 she made a transfer to a Norwegian company through her business account at the bank; however, the money did not reach her destination.
Then he decided to make a report to request the return of the money and an executive asked him to call 48 hours later, but when he called he did not receive a response from the operators and he waited more than 1 hour on the line.
“Banco Inbursa has asked me for signed documents, to follow up with their incompetent executives and they always have to start from scratch because they claim to be new to the call,” said the user.
After six months of an exhausting process as a client, he pointed out that no Banco Inbursa executive has a solution and that they ask him to continue waiting for the solution.
Social networks were the last resource of the user who has already made calls on different occasions and with various executives.
When trying to have contact with the Bank through its social networks, on May 9, the company asked to report its situation, but did not receive a response.
“Banco Inbursa is one of those banks that believes that by telling their clients on networks we send a DM, they have already done their job, but their work will not be ready until my money is back in their account,” the user concluded.