Dear PNC,

I’m a new(ish) customer. However, throughout the whole process of becoming a customer I’ve been faced with frustration on top of frustration. I’ve vented my frustration to the reps on the phone (whom I have to talk to WAY too often), my local bank manager (who was actually very nice, but had no power to actually fix anything), and your online support (oh wait, you don’t actually have online support, I forgot).

Here are a four reasons why I am frustrated with PNC Bank.

1. I can’t do anything (with my own money) unless I call you first. I feel like I’m in middle school again and I have to ask my mom for permission to do anything. However, unlike my mom who was always available, you are only available between 9am and 5pm and I work during those hours. So if I want to reset my password, deposit my first check using your app, make a large purchase, or do anything basically I need to be completely inconvenienced and belittled by having to call you for your permission. Really?! What have I done to make you not trust me?

I do understand that 10 years ago the only way to get something done was by picking up the phone. However, this is no longer the case. And in case you haven’t heard, Millennials HATE picking up their phone.

2. You don’t understand technology or how to provide a good user experience. The idea of technology is that it’s supposed to make our lives easier… not harder. Here are six times that your technology has failed since I’ve been a customer:

• Password Mailer – I’m not normally the type of person who loses their password. However you have such odd requirements for a password that I did forget what my password was. Unlike most banks or online systems, I had to first call to talk to you (see complaint number one) and then you had to snail mail me a new password. Who uses snail mail to send a password?! Where is the simple reset password button?! How am I suppose to access my money for a week while I’m waiting for your stupid mailer?!
• Faxing – I wanted to add an additional person to my account and get a credit increase on my card. To do this I had to email you (I’m at least grateful this didn’t require another phone call, but there really should have just been a link on your website) for a form. The form required me to print it out and fax it back to you. Really? Who still actually owns a fax machine? Shouldn’t there be an online form to complete this process?
• No Online Support – On your website there is functionality that will allow me to send you an online support ticket. The one time I tried this the solution that your online support person provided was to call you. Why do you have online support if you don’t actually provide any support?! If I wanted to talk to you on the phone I would have called you to begin with.
• Lots of Logins – I understand security is important especially when it relates to your bank. However, you guys take things to an extreme. I’m a member of other banks, and they don’t require me to jump through multiple login screens before I can access my own money. I also don’t need a separate login to access my rewards points. Please tell me why these systems don’t seamlessly integrate?
• Lack of Website Functionality – Nothing on your website is easy to figure out and you are lacking documentation. From one marketer to another, I would highly encourage you (PNC) to do some website usability tests. I’m pretty tech savvy and I have no idea how to do anything on your site.
• Mobile Functionally Fail – There is one feature I wanted to use on your mobile app. That is check deposits. So I called you up (like always) and you tell me that there is a $1.50 fee per check if I want to deposit a check using your app… say what?! I complain and refuse to pay that. The person on the phone doesn’t care. So I complain again to the business banking person at my local branch. She explains to me that I can do checks under $1,500 for free and she enables the feature. Why wasn’t the feature just enabled to begin with?! Why is everything such a process?!

3. Lack of Communication and Setting Expectations. Before I became a customer I saw your PNC ad online for up to $300 cash back when you open a PNC business account. Your ad was lovely and well done. I filled out the landing page and I was contacted by a PNC rep. The rep was completely useless and he just told me that I needed to go into branch to finish the application process. Since I filled the info out online I assumed I could just complete the whole process online. However, that was the furthest thing from reality.

So I went into my local branch. What the initial phone rep didn’t tell me was there were a number of documents I needed to bring with me. So I had to go back to the branch a 2nd time. Well it also turns out that I needed to meet with the business banker in order to set up my account and she wasn’t there. So, I had to come back a 3rd time and set up an account. This whole fiasco could have been completely avoided if any one of the people that I talked to would have taken a moment to explain to me how the process worked. Or better yet, I would have loved to have seen step by step instruction online. But no, your website has no such information.

And to top off the whole situation I didn’t end up getting any of the cash back bonus that you offered in the initial ad. I didn’t read the fine print and I didn’t qualify. Although I’m still not sure why- I didn’t qualify. I didn’t want to have to call you up again to find out why.

4. The Right Hand Doesn’t Talk to the Left. I got a call from your fraud services not to long ago. They informed me that my recent purchase of 1k from a fabric store looked fraudulent. It was not fraudulent purchase. I really did want that fabric. The lady on the phone told me that my PNC credit card had a limit towards fabric stores and that if I wanted to make that purchase I would need to get my fabric store limit adjusted. However, she couldn’t make that adjustment. I would have to call another phone number during standard business hours to have make that happen… ugh. That next Monday I called the other number. The new rep tells me I don’t have any such fabric store limit and I should be fine to re-make the purchase. I’ve since made the exact same fabric store purchase three more times. Each time the purchase gets declined by you. Each time I have to talk to someone on the phone to get the transaction to go though. I’ve tried talking to fraud prevention services and my bank manger to get this flag removed however they both have told me there is noting they can do. I’ll just have to talk to them every time I make this monthly purchase. Let me tell you, that isn’t a solution and it’s a waste of both of our time.

PNC, I hope you understand that I’m leaving this letter here for you to help you. I feel that my complaints weren’t being listened to elsewhere. You need to know that your customers aren’t happy.

Sincerely,
A Very Frustrated Business Banking Customer

So as you can see, I’m not a fan of PNC Bank. I have found frustration in every part of the banking process. Do you also hate working with PNC? If so, tell me below in the comment section what frustrates you the most? Do you love working with PNC? Let me know what the company excels at. Maybe this will help me be a little more open-minded about the bank.

I’m an overachiever. I always have been. I don’t tell you this to brag, but instead to help you understand where I’m coming from. I often get asked questions like “is there anything you can’t do?” or “how do you have time to get do everything?” The truth is, I can’t and I don’t do everything. I’m just really good at managing my time. I’m not perfect, but here are a few techniques that I use to help get things done.

1. Be aware of time wasters – Do you spend an hour here and and hour there just looking at social networks? Do you spend a good chunk of time every day over socializing with co-workers? These aren’t things that you need to completely cut out of your day, but you do need to be aware of how much time you are spending on them.

How I personally implement this: I can surf the internet for hours on end if I don’t watch myself. I just lose myself in page after page of nothingness online. So when I’m trying to complete a task online I try to close all other distractions – Facebook, twitter, and likely even my email inbox.

2. Give yourself goals and stick to them – Create long term and short term goals for all aspects of your life. If there is something on your to-do list that doesn’t help contribute to one of these goals then evaluate if you should really be doing it. Once you have a goal STICK TO IT.

How I personally implement this: I personally have long term goals (this year) and short term goals (today and this week). My goals stay pretty consistent but the priorities change. But one thing is for sure, my goals are manageable, obtainable, and very comprehensive.

3. Don’t over commit – It’s hard to say no. But you have to realize that your time is valuable. If someone asks you to do something that you don’t have time for then tell them no. Creating boundaries is key to keeping your sanity.

How I personally implement this: I guard my time with my life. If I’m asked to do something I ask myself a few questions – Does this request help me provide emotionally or financially for my family? Does this request help fulfill a personal or professional goal? Do I actually have time to do the request without pushing something more important off my plate? If the answer is no to two or more of these questions then I likely won’t commit to doing the task.

4. Multi task when it makes sense – When the oven is preheating then you should try unloading the dishwasher. While your computer is starting up in the morning this is a great time to tidy up your desk. If you have idle time you can always likely fill it with some mindless task. That being said, it’s important not to multi task while your working on a project that does take brainpower. If you are trying to write an important document then turn your email off so you aren’t being interrupted. Finding this balance isn’t easy, but when you do find it you will be a production machine!

How I personally implement this: I’m the queen of multi tasking. If I’m warming something up in the microwave I’m also cleaning the kitchen. While I’m letting the dog out in the morning I’m also brushing my teeth. Getting the little stuff done is a lot quicker this way!

5. Delegate whenever possible – If there is someone else willing and able to do a task, let them. This might cost money or it might require you to give up some control. Either way, sometimes you just need to let go.

How I personally implement this: I’m a firm believer in this. I run a successful Etsy shop. But did you know I’ve got an amazing husband and mother-in-law who make all the products for me?! Yes, I pay them to help, but it’s worth it for everyone involved. I couldn’t keep the shop up and running if I didn’t have this help.

6. Stick to a schedule – Try going into work every day at the same time, leaving at the same time, putting your keys in the same place every time you get home, and workout at the same time every day. Allow your schedule to guide you and you will get more done. You will get things done faster every day and you will be more aware of the things that disrupt your schedule and time.

How I implement this: My life is so much of a routine that the dog knows exactly when we are going to wake up, go to bed, and just about everything in between. I thrive on routine. I know it’s not for everyone, but it’s what I need to keep my sanity.

7. Know when things are good enough – Everything can always be better and nothing is ever gong to be perfect. You have to know when a project is just good enough. Sometimes your burst of quick effort is enough to complete a project to fulfill the needs.

How I implement this: I’m a photographer and when I first started I would spend on average 20 minutes editing one picture. I would make the pictures flawless. But I couldn’t keep up as it would take me FOREVER to edit every session. I slowly started doing less and less (and made my editing process more efficient) to each image. My clients didn’t care that I didn’t edit out every little thing and I think my pictures are better for this. I’m also able to do more sessions and make an income using photography. If I still took the time to make every picture flawless then I would have burnt out on photography long ago.

I hope these tips help you with your to-do list! I hope that you can see that you have time for whatever you make time for.

Do you have a tip that helps you get things done that I didn’t mention? If so, leave your tip below in the comment section.