Have you ever had a bad experience with a large company’s customer service department? Let me tell you a story that you will undoubtedly like, especially if you are between the ages of 45 and 65.
My beloved aunt died in January of this year. I was surprised to discover that CitiBank had charged her credit card for their monthly service charge the next month. Furthermore, they increased interest and late fines in addition to the monthly amount! It’s important to note that the card’s balance was exactly zero before, but it was now approximately $60. Is it not unbelievable?
I called CitiBank customer support in the hopes of finding some empathy and compassion since I was determined to put an end to this ridiculous circumstance. The conversation proceeded as follows:
“I’m calling to let you know that my aunt passed away in January,” I said.
Customer service: “I apologize for your loss, but the late fees and charges are still applicable because the account was never closed.”
“Well, perhaps you should give it to collections then,” I said.
Customer service: “In actuality, it has already been turned over to collections because it is already two months past due.”
Me: “All right, so what will happen when they discover she’s gone from us?”
Customer service: “They will either notify the credit bureau or the frauds division about her account. Or perhaps both!
Me: “Oh, I see. Is God going to be upset with her because she didn’t pay her credit card bill?
“Excuse me?” asked customer service.
Me: “Have you absorbed what I just said? My aunt has passed away.
Customer service: “You must talk to my supervisor, sir!”
Following that, I was moved to a supervisor, who I believed would be more sympathetic. This is how that discussion unfolded:
“I’m calling to let you know that my aunt passed away in January,” I said.
Supervisor: “I apologize for your loss, but the late fees and charges are still applicable because the account was never closed.”
“You’re saying that you want to collect from her estate?” I asked.
Supervisor: “Well, Are you her attorney?
“No, I am her great-nephew,” I said. But if you need it, I can provide you the details of her attorney.
“Could you fax us a certificate of death?” said the supervisor.
“Sure, I can do that,” I said. (The fax number is provided.)
(Once they get the fax.)
“Our system simply isn’t set up to handle cases like this,” said the supervisor.
Me: “Oh, I see.”
“I don’t know what more I can do to help,” said the supervisor.
Me: “Well, that’s fantastic if you find it out! Feel free to continue paying her, though, if not. She probably won’t give a shit.
“Well, the late fees and charges do still apply,” said the supervisor.
“All right, what’s her new billing address?” I asked.
Supervisor: “That could be useful.”
Me: “(Plot number provided, Odesville Memorial Cemetery #### Hwy 129)”
Supervisor: “That’s a cemetery, sir!”
Me: “So, what do you do on your planet with dead people?!”
In retrospect, this annoying experience might have been humorous, but it highlights the difficulties we endure when interacting with large organizations’ customer support teams.
Even in exceptional cases like the one I encountered, it is hoped that such events will motivate businesses to enhance their procedures and systems in order to better serve their clients.
Never be scared to stand up for what’s right if you ever find yourself in a similar circumstance. Additionally, remember to maintain your sense of humor!