As my most popular Hub has to do with my own experience with customer service, I thought I would pass along the following exchange that I was forwarded to me today...
A lady died this past January, and Citibank billed her for February and March for their annual service charges on her credit card, and added late fees and interest on the monthly charge. The balance had been $0.00 when she died, but now somewhere around $60.00. A family member placed a call to Citibank.
Here is the exchange :
'I am calling to tell you she died back in January.'
'The account was never closed and the late fees and charges still apply.'
'Maybe, you should turn it over to collections.'
'Since it is two months past due, it already has been'
So, what will they do when they find out she is dead?'
'Either report her account to frauds division or report her to the credit bureau, maybe both!'
'Do you think God will be mad at her?'
'Did you just get what I was telling you - the part about her being dead?'
'Sir, you'll have to speak to my supervisor.'
Supervisor gets on the phone:
'I'm calling to tell you, she died back in January with a $0 balance.'
'The account was never closed and late fees and charges still apply.'
'You mean you want to collect from her estate?'
'Are you her lawyer?'
'No, I'm her great nephew.' (Lawyer info was given)
'Could you fax us a certificate of death?'
'Sure.' (Fax number was given )
After they get the fax :
'Our system just isn't setup for death. I don't know what more I can do to help.'
'Well, if you figure it out, great! If not, you could just keep billing her. She won't care.'
'Well, the late fees and charges will still apply.'
(What is wrong with these people?!?)
'Would you like her new billing address?'
'That might help..'
' Odessa Memorial Cemetery , Highway 129, Plot Number 69.'
'Sir, that's a cemetery!'
'And what do you do with dead people on your planet???'
It would be funny if it was not so downright stupid... Where do they employ these people??
You laugh now, but wait till you visit her grave next time, and they have repossessed the headstone.
Been there! When my mom died, she had no estate. The lawyer wrote the will so it didn't have to be probated. She had very little left, anyway. She had a balance on her credit card, which I tried to pay. They never cashed my check, so I called AND wrote them and sent a copy of the death certificate. When asked why they didn't cash the check, they said it was because I wasn't on the account and the check would have to come from her. Somehow they just couldn't grasp that she had expired!
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