I had heard about companies (particularly Comcast) monitoring social media for customer or prospect complaints, but had never experienced it personally until this week.
Bank of America had canceled my debit/ATM card because a merchant had some kind of data breach. Unfortunately, they did not inform me of the cancellation, nor had they sent me a replacement card. So I called customer service to bitch and also tweeted about my crappy experience. Within an hour or so, I got a reply from BofA_Help via Twitter asking if they could assist. They requested that I DM them with my name and phone and they called me the next day (the original interaction was on a Sunday). Although I had already resolved the issue with the telephone customer service people the day before, the Twitter help people listened responsively and then sent me a gift card for my troubles.
If only the rest of Bank of America’s service was as responsive or as good.
(For their part, BofA claims that they informed me of the cancellation by mail and sent me a new card by mail. I did not receive either one. They could not explain why they do not inform a customer of a data breach or impending cancellation by email or phone.)