"Shareef" answered, and over the course of the call I became increasingly irritated with his seemingly flippant attitude about my situation, overly intrusive verification, and (it seemed) eventual dismissal that Scotiabank had done anything wrong at all.
- The verification process was unlike anything I've ever experienced from a financial institution. After getting my name and card number, he asked for the 3-digit CSC from the back of the card, as well as my mother's maiden name. No address with postal code, no date of birth, or any of the other standard verifiers I'm used to be asked for by banks. Instead, the kind of extra information one could use to make a charge over the Internet if they were so inclined. Yes, I realize I called them and so I was reasonable sure I was providing special codes and password/email reset capability to a designated employee, but still.... I got the creeps. He claimed that the questions were generated by his computer and he already knew the answers anyway, but I think I could have been verified less intrusively given that I had already indicated that my sole purpose in calling was to opt-out of marketing.
- At many points during our conversation he laughed in response to my frustration and when answering my questions. I didn't see the humour. If laughing is his way to cope with a customer describing an irritating situation, I think Shareef is in the wrong line of work. While he may have felt better, I just felt disrespected.
- In the end he determined that I had already signed up for the Do-Not-Call service. Surprise.
I originally approached Scotiabank for one product, with no intention of becoming further entwined. After this experience I'm glad I didn't. This rep's approach certainly made me feel like a stupid, unreasonable, or misinformed customer... in which case, why would I ever want to do additional business with Scotiabank?
Seems I'm not the only one getting repeated calls from Scotiabank Sales. Check out these unsatisfied customers (and be sure to read the comments):