I recently had a mildly frustrating situation where I wasn’t able to deposit a check through the mobile deposit feature on the Truist banking app. I tried and tried and it just wouldn’t take it, so I had to drive over to the bank to deposit it. It wasn’t a big deal, but it got me thinking — who should be the person that cares about that at Truist?
I didn’t bug the bank teller about it, as it clearly wasn’t her fault and there wasn’t anything she could do about it.
I could call the 800 number, but same thing — they would be many degrees separated from the people that could actually fix this bug.
So who is in charge of caring about things like this? Or is this kind of a “noreply” situation where they are simply happy to not have people reaching out about these kinds of issues and hope they go away on their own (like I essentially did)?
Someone at Truist would likely be very interested in hearing about this bug so they could resolve it, but the layers of bureaucracy at a company that large means that it’s impossible for my little concern to ever reach them. Smaller banks have better ways to link this kind of communication, but they also tend to have mobile apps with much more frequent problems.
When you’re as large as Truist, things just need to work perfectly because there’s no way to facilitate that kind of information sharing. Fortunately, at least in their case, the mobile app works perfectly 99% of the time and that’s good enough for me.
