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Outlook Financial --- Bad Service
December 7, 2018
11:19 am
Retep
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December 2, 2018
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The main contact for these folks is by phone. Today I called and waited and waited. Then the message gets more aggressive to press 1 for a call back. I took the option and it took 45 minutes for a call back. I was wondering why so long....I then Googled Manitoba time and was their lunch time. I missed the call back and recalled and the line dropped after 5 minutes of waiting. I am now making my third call and have been trying to link to them for over an hour!!!!! So I now took the call back option for the second time. I have been with Outlook for over 8 years and their phone system has been poor and continues to be!!!! Well I am now at an hour and a quarter!!! Lunch must be over???? I am beginning to think the Outlook piece gets second place for service at ASSINIBOINE CREDIT UNION? I just got my call and took a minute for a total wait of one and a half hours!!!

It is a worth while effort to turn on ALERTS on your Credit Cards and Bank/Credit Union Accounts.

December 18, 2018
1:04 pm
assiniboinecreditunion
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December 10, 2018
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Retep said
The main contact for these folks is by phone. Today I called and waited and waited. Then the message gets more aggressive to press 1 for a call back. I took the option and it took 45 minutes for a call back. I was wondering why so long....I then Googled Manitoba time and was their lunch time. I missed the call back and recalled and the line dropped after 5 minutes of waiting. I am now making my third call and have been trying to link to them for over an hour!!!!! So I now took the call back option for the second time. I have been with Outlook for over 8 years and their phone system has been poor and continues to be!!!! Well I am now at an hour and a quarter!!! Lunch must be over???? I am beginning to think the Outlook piece gets second place for service at ASSINIBOINE CREDIT UNION? I just got my call and took a minute for a total wait of one and a half hours!!!  

Hi there. Thank you for your feedback. We apologize for your longer than normal wait times and for your call dropping. Outlook Financial usually has wait times that average less than 3 minutes. Our wait times have seen increases this year and we’re working to increase and train staff to handle these volumes, and continue to work towards solutions. In regards to your concern about Outlook receiving a lower priority, ACU and Outlook calls are queued together so no priority is given to either – the call goes to the next available representative.

As Outlook services are primarily offered online, we do encourage members to take advantage of the self-serve options on the website whenever possible. Along with phoning us for Outlook assistance, you can also reach us through other methods including email. Here is the webpage which outlines all our contact info: https://www.outlookfinancial.com/about/contact

Take care.

December 18, 2018
2:21 pm
Top It Up
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assiniboinecreditunion said

Along with phoning us for Outlook assistance, you can also reach us through other methods including email. Here is the webpage which outlines all our contact info: https://www.outlookfinancial.com/about/contact   

Nice to see a direct corporate response, on this forum, to a client concern!

It would be nice if OF took the next step and offered Secured Messaging LIKE the competition (Achieva) does!

PS to Peter - great vetting on your part, to allow the participation of ACU/OF on the forum. Hopefully, this will encourage more FIs to chime into the conversations.

December 18, 2018
4:51 pm
Retep
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Yes, I too am surprised to see a response. I have seen an improvement in OF. I believe I have dealt with them for about 7 years. Was plagued with errors...all created on their behalf that I had to chase for resolving. All were acknowledged as legitimate issues and were resolved to my satisfaction. And over these years their phone system is poor and continues to be. Drops calls after a few minutes, answers call and then drops, and the long waits are still today and as bad as a few years ago. But will admit the quality of help has improved over the phone. But over all for an FI, too many issues. Be it OF or PT.....a bad taste lingers on. The only thing they offer GIC wise is .10% more than ACU. And less maintenance from OF customers vs ACU.

Ps. My needs would not be resolved by self service and I would not call as an easy way out.....I only call if it is necessary and the only way. I understand the good rate and their expectation of a low maintenance product being offered. And yes I agree the competition offers email answers, chat responses AND phone. OF lacks in GIC options during input. And that would eliminate a call and IF the correct Information was reflected when you look at your GIC online. If any one for online GIC entry has it almost right....it’s Oaken.

It is a worth while effort to turn on ALERTS on your Credit Cards and Bank/Credit Union Accounts.

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