Thursday, August 14, 2008

Phone Calls

Calling lots and lots today. Fortunately NOT collections calls, although those are going to have to be done again soon. No - the company is switching banks, and I have to call EVEYBODY who auto-deducts and giving them new bank info - or getting forms to fill out to give them new bank info.

The first lady I spoke with started to freak out when I began to ask her about how to change the account information. I think she was afraid that I had some complaint and wanted to cancel it, or that they'd deducted multiple times or something. She was all flustered and cutting me off before I could finish my sentance - so I waited a bit then told her "whoah! Hang on! We LIKE the service - but we'd like to continue it and if you don't let me change bank accounts, this one will be gone and you'll not get paid!" Then she calmed down and we got it all straight.

After that, I started to preface my "attack" with "You take the money directly from our account and WE LIKE IT A LOT!!!" I got laughed at a lot, but at least I didn't have any more customer service reps having a stroke trying to anticipate negative interactions!

158 days

1 comment:

Rauf said...

Customer Service

My Aunt passed away this past January. Her bank billed her for February and March for their monthly service charge on her credit card, and then added late fees and interest on the monthly charge. The balance had been $0.00, but had now grown to somewhere around $60.00.

I placed the following phone call to the bank:

Me: "I am calling to tell you that she died in January."

Bank: "The account was never closed and the late fees and charges still apply."

Me: "Maybe, you should turn it over to collections..."

Bank: "Since it is 2 months past due, it already has been."

Me: "So, what will they do when they find out she is dead?"

Bank: "Either report her account to the frauds division, or report her to the credit bureau...maybe both!"

Me: "Do you think God will be mad at her?"

Bank:"Do I think God... excuse me, what did you say?"

Me: "Do you understand what I was telling you... specifically the part about her being... dead?"

Bank: "Sir, you'll have to speak to my supervisor!"

(Supervisor gets on the phone)

Me: "I'm calling to tell you, she died in January."

Bank: "The account was never closed and the late fees and charges still apply."

Me: "You mean you want to collect from her estate?"

Bank: ".....(stammer)" .... "Are you her lawyer?"

Me: "No, I'm her great nephew, but feel free to contact her lawyer at: XXX"

Bank: "Could you fax us a certificate of death?"

Me: "Sure."

( Later, After they have gotten the fax. )

Bank: "Our system just isn't set up to handle this..."

Me: "Oh..."

Bank: "I don't know what more I can do to help..."

Me: "Well... if you figure it out, great! If not, you could just keep billing her... I suppose...don't really think she will care...."

Bank: "Well...the late fees and charges do still apply."

Me: "Would you like her new billing address?"

Bank: "That might help."

Me: "Fredrickson Memorial Cemetery, Hwy 19 and plot number 233."

Bank: "Sir, that's a cemetery!"

Me: "Yes sir, that's what we do with our departed loved ones."