Another Cross Channel Failure – Mellon

I received a mailing from Mellon Investment today with a request to identify and certify my taxpayer information. I was provided with two ways to carry out this request; over the phone or through the Internet. I had already set up my account so online was an easy choice. I logged in and followed the instructions. I verified my information and entered my PIN to complete the transaction. I received an error that my PIN was invalid, although it was the same one used to log in not 2 minutes before. Three attempts and I was locked out. So I guess I’ve got to use the phone.

I called the toll free number and listened to a series or prompts, none of which matched the instructions on the mailer. Eventually I got to the “for all other issues press 5,” So I did. I entered my ID number and PIN and was promptly told, “We’re closed.

Lots of things wrong here.

  • The mailer lists the phone option first vs. the cheaper online channel.
  • If you are going to drive people to the phone as a first choice, you better be on the other end when they call.
  • The online certification process was full of financial jargon and unclear.
  • The system would not accept my valid PIN.
  • No phone hours of operation were printed on the mailer, which is fair since they say the have an Interactive Voice Response system, but the expected prompts never came.

I am an experienced Internet user and work in financial services, and I failed to complete the transaction in both channels. Now I have to take the mailing to work, find time to call, wait in the cue and then conduct the transaction. So frustrating. True, the cross channel game is tougher to master, but it’s not that hard. Get it together Mellon.

I will give them one positive. When I logged off after being shutout they asked for feedback through an online satisfaction survey. Do you think I took it?

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