CEDAR HILL NATIONAL BANK HEAD OFFICE

The customer service provided at this financial instituation is horrible. When calling in for an account refund, I was told that in order to accelerate the refund due to me, I needed to fax a copy of the cleared check. I specifically asked what information needed to be included and provided the requested information within an hour. When I called the next day to ensure the fax had been recieved, I was told the information I provided was insufficient and that the information needed to be provided from my bank, on bank letterhead. When I asked to speak with a manager, the manager confirmed this is the policy and that all representatives are aware of the policy. The manager also told me she had spoken to this rep the day before regarding my specific situation. While that may be true, the representative did not communicate this to me - I specifically asked what I needed to include in the documents I was providing; she did not say the information needed to be provided on bank letterhead. When I expressed my frustration with the manager, because I now need to take time off of work to go into my bank branch (which I would have done when I initially placed the call as I was not working that day), she reiterated that it was not her fault as she had spoken to the rep the prior day. I asked her to make a note on my account regarding my dissatisfaction with the customer satisfaction being provided and when I noted her condesending tone, she became defensive and even less customer-focused.

In a post-WellsFargo banking world, where the majority of reputable banks are working hard to provide reputable policies and ensure customers are comfortable with those policies, this bank is far from hitting the mark. The lack of concern around customer-focused policies and customer service is startling.