Frustrated Bank Customer Lets His Computer Make Complaint

Frustrated that he couldn’t battle past a bank’s automated telephone system and talk to a real person, Brian McConnell got his revenge.

He wrote a computer program that automatically phoned eight different First Union Bank numbers with a recording that went something like this:

“This is an automated customer complaint. To hear a live complaint, press . . . “

Anyone who pressed the specified number then heard, “The customer is unable to come to the phone right now, but your call is very important. Thank you for being patient.”

And the tape recording rolled on, finally giving McConnell’s name and phone number.

“Just your basic customer protest,” McConnell said. “An organization that has billions and billions of dollars can afford to have someone there to answer the phone.”

McConnell’s frustration stemmed from his unsuccessful attempt to reach someone at the bank’s Charlotte, N.C., headquarters after an automated teller machine reported his balance incorrectly.

McConnell said he has nothing against automated phone systems. In fact, he is president of Commonwealth Multimedia, a firm that writes software for such systems.

Carol Jarratt, marketing manager for First Union of Virginia, called McConnell on Monday and apologized.