No sense of customer engagement

Addressed how? A huge organization such as yourself should make a much more concerted effort in resolving customer issues and not post some generic response just toy shed positive light on the situation you find yourselves in... This response is the type of bull**** generic response that makes me seriously consider moving to another service provider. It may not make a dent in the grand scheme of things for an organization such as yours but perhaps I'll get better service and a more innovative way of retrieving simple information rather than waiting for extended periods of time If the customers really meant something to standard bank, a generic response as such would not be the primary contact or course of action, but rather a more personal touch and call the customer to gather more information about the complaint