Quentin Cox

faith | economic justice | community

[Quentin Cox @quentinwcox]

10/10 @bankwithrelay This can be resolved with direct human outreach. A single knowledgeable contact with authority to solve the issue would end this fiasco and support my business. Let me know how to proceed.

[Quentin Cox @quentinwcox]

@bankwithrelay Worth a look for anyone covering fintech customer experience and operational breakdowns. @TechCrunch

[Quentin Cox @quentinwcox]

1/10 @bankwithrelay Imagine completing an application for a new bank account 24 days ago and being explicitly told the delay is entirely on the bank’s side, and that you have done nothing wrong.

[Quentin Cox @quentinwcox]

10/10 @bankwithrelay This can be resolved with direct human outreach. A single knowledgeable contact with authority to solve the issue would end this fiasco and support my business. Let me know how to proceed.

[Quentin Cox @quentinwcox]

9/10 @bankwithrelay At this point, this is not a technical issue. It is a failure of communication, accountability, and customer support. This is #relaybank.
#Fintech #CustomerExperience #CustomerSupport #SmallBusiness

[Quentin Cox @quentinwcox]

8/10 That email comes when no human is available to take a call or answer an email. You submit the same documents again. Seconds later, after their AI bots review my documents, You get the same response.

[Quentin Cox @quentinwcox]

7/10 It says, “Our team would love to get you set up with a Relay account but can only do that once your application is complete.” This despite the fact that you have already completed it multiple times.

[Quentin Cox @quentinwcox]

6/10 @bankwithrelay Then, on a Saturday at 6:45 p.m., you get an automated email “reminder” about “your incomplete Relay application.”

[Quentin Cox @quentinwcox]

5/10 You email the CEO, his co-founder, and the entire senior leadership and executive team, explaining the situation and asking for acknowledgement of your message and a solution. You don’t get a single response.

[Quentin Cox @quentinwcox]

4/10 You escalate the issue to three supervisors. Neither provides a solution. Two promise (and fail) to call you back. After holding for 31 minutes to talk to the third one, she rushes you off the phone after 3 mins.

[Quentin Cox @quentinwcox]

3/10 They tell you to repeat the same actions and send the same docs multiple times, despite being told those steps will not resolve the issue. And you do it. Each time.

[Quentin Cox @quentinwcox]

2/10 During this period, multiple online and phone customer service specialists fail to provide a resolution or clear guidance on what steps, if any, could move the process forward.

[Quentin Cox @quentinwcox]

@bankwithrelay is 0 for 3 when in helpful customer service supervisors. Ira couldn’t be bothered to engage teams in her office to resolve my issue. She promised a call back as she rushed me off the phone. Thanks #service #unbelievable #banking #Entrepreneur #smallbusiness

[Quentin Cox @quentinwcox]

2nd day in a row calling @bankwithrelay to figure out why it’s taken 23 days to open a new account. Today I was only on hold 18 minutes before someone answered and put me on hold again… for now 10 more minutes… and counting…

[Quentin Cox @quentinwcox]

33 mins in and I have YT another service supervisor, Ira (I think). Fingers crossed!

[Quentin Cox @quentinwcox]

@bankwithrelay just received a notice that my documents were rejected. The documents they asked me to send. You absolutely can’t make this up. So I’m calling back in.

[Quentin Cox @quentinwcox]

@bankwithrelay I have a new account application that is “stuck” and has been since Dec 17. I have spoken with several reps including Shannon Muller, a customer service supervisor.

Shannon was able to diagnose the issue and understood how to solve it. That was on Dec 17.

[Quentin Cox @quentinwcox]

@bankwithrelay I so desperately wanted them to better and different than the big large traditional banks and the small regional banks. They are supposed to be innovative. At the end of the day, I’ll take better service with less innovation. #sigh

[Quentin Cox @quentinwcox]

@bankwithrelay tell a different story. They offer a great vision of what’s possible with baking and I think (🤔) a great product (maybe not after all?). But this really has me wondering whether it’s smart to build my business on a banking partner I can’t rely on.

[Quentin Cox @quentinwcox]

@bankwithrelay He also said he’d work to get a solution today. They close at 8… so maybe there’s still time? This is beyond frustrating. I’ve had several small issues with Relay that I’ve overlooked. But with this experience putting them in perspective, they’re all combining to

[Quentin Cox @quentinwcox]

@bankwithrelay I told him the exact same I stuff l've told all the other reps, an I sent (AGAIN) the same docs they requested before. He actually reassured me I hadn’t made an error on my application, which is what I thought the issue was.

[Quentin Cox @quentinwcox]

@bankwithrelay Well, 24 hours since I posted this (23 days since completed new account paperwork online) and my account is still "stuck" with no answer. Shannon didn't call me today, instead Greg did… he’s another service specialist.