| rev:text
| - " If I could give NO STAR, I would".
First, let me start by saying I left this bank on December 11, 2004, and I should've stayed gone! The lack of customer service is abhorrent. and it has only gotten worse. In my review I will be giving specific times and dates of incidents so that the next consumer can hopefully see the warning signs. So, let's start to WHY I came back.
As a "vet" in the industry of commission sales and customer experience, (notice the word EXPERIENCE vs. SERVICE, One Nevada) I truly understand the value of a positive impact on your customer. It is important that if you have to say "No", you provide context around it. This builds TRUST and LOYALTY. You would think this concept was widely adopted by this bank; but alas it is not. Back to my initial "experience". After a complete and utter failure blunder from my bank on May 23, 2017; I got fed up and searched for a new banking institution. I realized I needed someone who was "local" and wouldn't forget to send me a new debit card after closing the other one for a fraudulent transaction. After reviewing multiple credit union; I remembered that I once banked with One Nevada (formerly Nevada Federal). My mom also banks with them (has for over 40 yrs at this point), so I figured why not? I couldn't remember at the time why I left, so I chalked it up to me being young and dumb. The application process online? Very simple and easy. It tells me to go to the nearest branch to complete the process. Excited by the convenience, I make sure I schedule time out of my work schedule to get this done. So, the very next day after driving clear across town to the Flamingo branch, I was reminded of just why I left. I arrive at the bank around 2:10 p.m.. I sign in, and wait. There are 3 branch representatives; and only 2 are with customers. Of the 2, one is clearly new because she was up every 5 minutes asking questions to the other rep. The 3rd rep? Oh, she was chatting on the phone the entire time. So, 45 minutes into my wait; I start to look around. People have come and gone; but not because they were being assisted. They left out of frustration. A father and son walk into the branch and sign in. The rep who had just finished with the same clients that she was assisting when I walked in, looked up and called them by name. Everyone waiting looks at her in desperation and her response was " they have an appointment". I sit there and accept it. If I had taken the time to make an appointment, I would want the same treatment. So, again I wait. Another 10 minutes pass, and the 2nd rep is still lost; the 3rd had finally gotten off the phone only to not call anyone to her desk. So, the first rep finishes with the father/son; and calls another client by name. Turns out he has an appointment too. Ok, now I'm a little concerned. I start looking at her because I actually think she is the fastest rep and would be able to assist me. I'm hopeful she will be the one to call me. But then, she takes it upon herself to mention to the client in front of her " I really hate when people stare at me. They need to wait their turn"? Excuse me?! Not a problem at all. I get up and knock on the door of the retirement rep's office. When he asks how he can assist me, I calmly ask for the branch manager. He looks out of his office and guess who he points to? Chatty on the phone. Well, that wasn't going to do me any good. I explain to the gentleman what had just occurred and explained that I was there to open an account with the bank; but was now reconsidering it. I advised them they had "quotas" for new accounts and that his branch had just lost one. He shook his head and apologized, and I walked out. Almost 1 1/2 hrs wasted with nothing to show for it. While driving back to work; I call the call center. I explained to the rep what had occurred; and she recommended I provide feedback online. She encouraged me to go to another branch and finish my requested transactions. After going back to work; I decided to try again and traveled to the branch closer to my house off of Lake Mead and Buffalo. I walk in, and the atmosphere is much better. I am warmly greeted and quickly assisted. I initially spoke with a gentleman who transferred me to Margaret, because she needed the new account credit. Teamwork makes the dream work. Margaret was extremely personable, and very accommodating. I explain to her my value of customer service, and she concurs. She made witty jokes to ensure I was engaged the entire time. I cannot stress the level of professionalism she displayed that day. She single-handedly had restored my faith in One Nevada. She's processing the transaction; and notices an issue. She asked if I had a previous account to which I replied "yes". She goes on to notify me that the account had a $2XX.XX balance. I questioned this information as it was never reported to the credit bureaus nor was it brought to my attention. She calls her collection department, and they converse about it.
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