@Michelle53 I had to contact Scotiabank this week on their CS line to get them to courier me a new debit card. While I only had to wait about 10 minutes listening to the Musak on speaker phone before being connected to a rep (this was Scotiabank Canada- the reps I talked to were in Columbia and India), and the reps were almost all quite nice and trying to be helpful, it took hours and multiple calls.
The first rep I spent 45 minutes with, and was just at the point of giving her the address to send the card to when we got disconnected.
The second rep I of course had to explain everything all over to, and got the delivery set up. She said it would be expedited and arrive in 2 business days.
When it didn't arrive, I called again, and the agent in India, whose accent I struggled to understand, told me he couldn't tell me which courier service it was, or give me a tracking number, but that it would be delivered tomorrow.
It wasn't.
The fourth rep said it was absurd that the previous rep had told me he couldn't give me the tracking info, said it was DHL and gave me a tracking number.
I called DHL who told me that wasn't the right tracking number- it had to be 10 digits, mine had 9.
The fifth Scotiabank rep told me that was the case number that I had been given, not the tracking number and gave me the tracking number.
I phoned DHL again, who told me it was in their warehouse and would be delivered sometime in the next 5 days. When I told her this was an expedited document that was supposed to have been delivered yesterday, she said she couldn't do anything about that. I asked her to confirm that it wouldn't be delivered that day, as I had been at home for the past 2 days waiting for this, as it was something I was required to personally sign for, and really needed to go out shopping. She assured me it wouldn't be delivered that day, so I drove to Costco, an hour from my house. Half an hour after I left, my neighbor phoned to say DHL had just delivered my document. Luckily, she gets a lot of DHL deliveries, so the driver knows her and I sometimes sign for her deliveries if she's not home, so even though he wasn't supposed to, he let her sign for mine.
Air Canada is also known for their abyssmal customer service.