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\nHave you ever had a frustrating experience with a customer service department of a major corporation? Well, let me tell you a story that you, especially if you\u2019re in the 45 \u2013 65 age range, will surely appreciate.<\/p>\n
\nHave you ever had a frustrating experience with a customer service department of a major corporation? Well, let me tell you a story that you, especially if you\u2019re in the 45 \u2013 65 age range, will surely appreciate.<\/p>\n
Earlier this year, my dear Aunt passed away in January. The next month, I was shocked to see that CitiBank had billed her for their monthly service charge on her credit card. Not only that, they even added late fees and interest on top of the monthly charge! It\u2019s worth mentioning that the card\u2019s balance was a perfect zero, but now it was around $60. Can you believe it?<\/p>\n
Determined to resolve this absurd situation, I dialed the CitiBank customer service number, hoping to find some understanding and empathy. Here\u2019s how the conversation went:<\/p>\n
Me: \u201cI am calling to inform you that my Aunt passed away in January.\u201d<\/p>\n
Customer Service: \u201cI\u2019m sorry for your loss, but the account was never closed, so the late fees and charges still apply.\u201d<\/p>\n
Me: \u201cWell, maybe you should turn it over to collections then.\u201d<\/p>\n
Customer Service: \u201cActually, since it\u2019s already 2 months past due, it has already been turned over to collections.\u201d<\/p>\n
Me: \u201cAlright then, what will happen when they find out she is no longer with us?\u201d<\/p>\n
Customer Service: \u201cThey will either report her account to the frauds division or report her to the credit bureau. Or maybe both!\u201d<\/p>\n
Me: \u201cOh, I see. Do you think God will be mad at her for not paying her credit card bill?\u201d<\/p>\n
Customer Service: \u201c\u2026excuse me?\u201d<\/p>\n
Me: \u201cDid you understand what I just told you? My Aunt is no longer alive.\u201d<\/p>\n
Customer Service: \u201cSir, you\u2019ll have to speak to my supervisor!\u201d<\/p>\n
I was then transferred to a supervisor, who I hoped would be more understanding. Here\u2019s how that conversation went:<\/p>\n
Me: \u201cI\u2019m calling to inform you that my Aunt passed away in January.\u201d<\/p>\n
Supervisor: \u201cI\u2019m sorry for your loss, but the account was never closed, so the late fees and charges still apply.\u201d<\/p>\n
Me: \u201cSo, what you\u2019re saying is that you want to collect from her estate?\u201d<\/p>\n
Supervisor: \u201c\u2026um\u2026are you her lawyer?\u201d<\/p>\n
Me: \u201cNo, I\u2019m her great nephew. But I can provide you with her lawyer\u2019s information if you need it.\u201d<\/p>\n
Supervisor: \u201cCould you fax us a certificate of death?\u201d<\/p>\n
Me: \u201cSure, I can do that.\u201d (Fax number is given)<\/p>\n
(After they receive the fax)<\/p>\n
Supervisor: \u201cOur system just isn\u2019t set up to handle cases like this.\u201d<\/p>\n
Me: \u201cOh, I see\u2026\u201d<\/p>\n
Supervisor: \u201cI don\u2019t know what more I can do to help\u2026\u201d<\/p>\n
Me: \u201cWell, if you figure it out, great! But if not, feel free to keep billing her. I highly doubt she will care.\u201d<\/p>\n
Supervisor: \u201cWell, the late fees and charges do still apply.\u201d<\/p>\n
Me: \u201cAlright, would you like her new billing address?\u201d<\/p>\n
Supervisor: \u201cThat might help.\u201d<\/p>\n
Me: \u201c(Odessa Memorial Cemetery #### Hwy 129, plot number given)\u201d<\/p>\n
Supervisor: \u201cSir, that\u2019s a cemetery!\u201d<\/p>\n
Me: \u201cWell, what do you do with dead people on your planet?!!\u201d<\/p>\n
While this frustrating encounter may have been comical in hindsight, it sheds light on the challenges we face when dealing with customer service departments of major corporations. Hopefully, situations like these will encourage companies to improve their systems and processes to better serve their customers, even in unique circumstances like the one I faced.<\/p>\n
Remember, if you ever find yourself in a similar situation, don\u2019t be afraid to stand up for what\u2019s right. And don\u2019t forget to keep your sense of humor intact!<\/p>\n","protected":false},"excerpt":{"rendered":"
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