We’re leaving Commonwealth Bank after five years, and have refinanced our home with Westpac. I realise there’s little difference in service levels today. Instead we shopped for the best product fit.

What was interesting was the call I received yesterday from the “Customer Retention Unit” at Commonwealth Bank. Their operator called unsolicited and starting asking questions to verify my identity. Having received hundreds of phishing emails over the years I wouldn’t speak to him until I could verify he was actually from CBA. That took another call - and a telephone answer tree - and five minutes. But later we were re-connected.

I like the idea of a “retention team” but by the time a bank has received discharge instructions it’s probably too late. And for me the tipping point was when I was referred to (again ad again) as a “Valid Customer.”

I’m sure I am.

But more than likely the customer retention specialist meant “Valued Customer.” It’s time for more training CBA. Good acts poorly executed lead to bad results.

Fare thee well!