Maybe in a recession, companies make more of an effort to hang onto customers. It costs more to recruit new clients than to keep the ones you have.
These days, I find the turnaround time is faster when I send complaints from readers to large firms. The complaints are often resolved within a day, which used to be unusual.
See comments below for recent cases where companies changed their tune and gave customers what they wanted, after denying and stonewalling such requests before.
All it takes is a little nudge from the media to get the wheels rolling.
Braaking news: TD Canada Trust has listened to customers and decided to cancel the $35 inactivity fee it was going to impose on those with unsecured lines of credit. I’m sure the comments at this blog helped play a role in that decision.