I think most people don't comment if a customer rep is nice -- but the people who've had bad experiences, vent about them. There are many positive feedback posts all throughout these boards, but negative comments are going to stick out, of course! 
(Oh! And my experiences are generally good as well!)
Starting Score January 1, 2010: 640
I've had some clueless CSR's, but I sympathize, because I've worked for employers who didn't train staff worth a flip, and we were pretty lost and confused at times. That's not the CSR's fault.
Otherwise, I've had great service from all lenders, and I make sure to let them know this, too.
Customer service can be a brutal job. They're only human, and they're making like $8-10/ hour in most cases. Sure, they should always be perfectly courteous, but if I had consumers screaming at me all day long, I'd probably snap. My patience is a lot thinner in my old age. 
And how old might that be? Hauling (this from someone when used to wear an "I Like Ike" button.) 
@Anonymous wrote:And how old might that be? Hauling (this from someone when used to wear an "I Like Ike" button.)
OK, well not that old, I'm afraid! 
I'm 56.
Customer service can be a brutal job. They're only human, and they're making like $8-10/ hour in most cases. Sure, they should always be perfectly courteous, but if I had consumers screaming at me all day long, I'd probably snap. My patience is a lot thinner in my old age.
I worked as a part-time CSR for a utility company. That job really opened my eyes how nasty and mean people can be. During power outages they really get nasty!! The same people will call over and over. It becomes very frustrating. Many times, I just had to hang up on them for acting so stupidly.
We all start off as good CSRs wanting to deliver the utmost cutomer service. But overtime, and on bad days, one's patience can become very thin. Being a CSR is like acting. You jump into character soon as you put on the headset. You also become a rebot.
Most of the time you can tell when you're about to have a bad call. . Many will call in mad with a heavy voice. At that point, they're not hearing anything you telling them. They just vent. Many times when a customer vent, I let them.. I don't say a single word. Then when they see that you're not saying anything, they say "Hello", or " You there".
I bet the same customers who complain about their banking experience with CSRs, complain about the CSRs at their electric and cable company too.
BTW: AMEX CSRs make more than $8-$10/hr.
I am a CSR for a ccc, and boy have I some stories. I'm lucky in that most of the members are wonderful and nice, but there have been some real bad apples. I try to be understanding because I try to imagine how I would feel if I am in their shoes and my money was being messed with... but what I have learned is that some people are just (by nature) very, very cruel.
Most just have this horrible entitled attitude, something I have actually seen reflected in forums regarding credit cards. >_>. I had one person tell me that I needed to credit his account $50 because WalMart double charged him and he did not feel like driving 20 minutes back to WalMart for a credit. When I refused he became belligerent. Then I read the notes on his account and saw this was not an isolated incident.
One of my faves was a few weeks back when I was standing next to a coworker and the member was so upset I could hear her screaming: "Put me back in with that woman!!! What's her %$^ing name?! Who does she think she is?!!!?" My coworker was desperately trying to calm her down, and he was yelling over her: "Ma'am! Ma'am! That was the automated system!! She's not real!!"
The nicest ones (to me) are those who are going through financial difficulties. They are usually calling because they are either getting ready to file BK or are working out a payment plan. It's amazing, because most of the time these are people who at one point had great enough credit to qualify for $35,000 cards, but have now maxed out. They are usually wanting someone to tell their story to, and I always love listening. Been there, done that, can very much relate.
But like I said, I am fortunate in that most of the people I speak with are wonderful. There is a Chase call center near us as well, and I hear the customers there are terrible.
