I had a disturbing experience recently during a telephone conversation with the customer service department at Wachovia Bank. Having considerable difficulty understanding the individual I was speaking to, I inquired as to the location of the call center. The individual would not state the location of the call center, only that it was Wachovia’s customer service. On my next visit to the bank, I asked the customer-service manager the same question. After an evasive answer, the woman conceded they indeed had a call center in India.
I do not believe I am a particularly biased or prejudiced individual. I do not believe everything we do as Americans is always better than [an]other country’s. What I do believe, though, is that when I bank with a financial institution in this country, my financial information will remain in this country, subject to U.S. laws and jurisdiction. With identity theft a growing concern, I need more reassurance that some individual in New Dehli is not sharing my information with his brother-in-law in Bangladesh or anywhere else. Call me paranoid, but I have now switched to a local bank with call centers only in North Carolina. I may be overreacting, but I am sleeping much better.
— David Walker