I am sitting here at the start of my 10th day without access to online banking at BMO Harris. On Jan. 18, they took the site down for “an exciting new upgrade.” Since then, I have been unable to see my balance, check automatic bill pay, schedule new bill pays, check automatic deposits and all those other things I have come to rely on them for. They say the outage affects “a very small percentage.” So, why does Facebook have more than a thousand comments about it. Surveys show less than 1 in 10 will complain about bad service. I wonder how many of those will actually take the time to write a comment versus just talk to the manager. If it is “a very small percentage,” why does it take more than 45 minutes to reach a customer service representative on the phone? If it is “only a very small percentage,” why does the customer service phone menu say they are not accepting calls about the app, password resets or other online-related subjects? I believe they are trying to avoid a public relations nightmare. As for when they expect to have a fix, the only answer I have gotten in the past six tries has been, “We expect to have it fixed soon, try again in 24 hours.” It’s time to reload the old app or fix this one. When a bank loses the confidence of its depositors, it’s time to move to another (if you can get to your money).
Chuck Sewell, Westfield