September 2018 by Liz M.
I had my car loan through CNB until trading it in last month. My loan was paid off by the new lender, and I received confirmation as such from CNB. Unfortunately, my previous car payment was still deducted from my checking account this month. When I called to get the issue resolved, the agent was very matter of fact about telling me that a check was in the mail to reimburse the erroneous payment. I requested that the amount be credited back to my account instead, as I have other bills to pay and my account could be overdrawn. The answer was no, the check was already cut. I said (calmly, truly!) that I wish someone would have alerted me to this when it occurred. Silence. And then he asked if I needed anything else. Finally, I just gathered my courage and said, "I'm not going to get a 'sorry' am I?" to which he said, with an annoyed chuckle, "I already said that." So I said thank you and goodbye. He did NOT apologize for the error even once throughout the conversation- which would have left me feeling inconvenienced but satisfied with the resolution. I just feel that when you deduct a car payment in error, a simple apology is not too much to ask- and certainly don't be so condescending. I was patient and polite, not at all angry on the phone- I know errors occur. But I left the call feeling chastised. I'm so disappointed in this customer service experience and will never recommend them to anyone.
