Bad, bad service. Shame on you, Unibanco.
April 8, 2008 2:54 pm
categories:
Usability
Today, as many bank users, I tried to find the telephone number of my bank agency through their website. As a internet user, I almost don’t need to contact my manager. But this was a special case and I needed to know the manager’s telephone.
I went to their website and tried to use the “Find an agency” service. The first problem: the page loads at the very beginning a form that asks “Why do you need to go the agency”. Well, it’s a noble initiative, to offer some services that may help the user and (maybe) save him an unnecessary trip to the agency.
So what’s the problem, you may ask? Well, just below this “innocent” question goes a form where you put your Agencu and Account number with a contextual button. Depending on what you select as your “need” at the select field, the form changes. And the very first option of the form is to “loan some money”. Tricky!
When users get to that page they certainly wants to get an Agency number, directions or something like that. But the search service in fact is the last thing the user sees. First there’s a lot of selling services, in a gray box, with texts in bold. Confusing, disruptive, annoying and you could say dishonest in a certain way.
But the very best is of the story comes now.
After struggling with the selling box I finally got to the search service itself. Well, I informed the agency number and ‘voila’, the system says “Invalid agency number!“. I double checked my bank card, and that’s the number, I’m not crazy. Let’s try again….It didn’t work! The service that is the only reason for that page to exists doesn’t work at all! Holly Jakob Nielsen Batman! I bet that the selling service works just fine! But I refused to test it, that would be too much!
I wrote to the Bank Customer Service complaining about that. Let’s see what will they say.
The Unibanco Agency Search Page
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Just to keep track…
I received a feedback from the Bank. They said they are very pleased for my complain and forwarded the email to the department responsible for the website.
But till now, the service still doesn’t work.
Comment by Bruno Pinheiro — May 8, 2008 @ 12:06 pm