Dead People and Credit Cards

Be sure and cancel your credit cards before you die. This is so priceless, and so easy to see happening, customer service being what it is today.
A lady died this past January, and The Bank billed her for February March for their annual service charges on her credit card, added late fees and interest on the monthly charge. The balance of $0, is now somewhere around $60. A Family Member placed a call to The Bank.

Here is the exchange:

Family Member: “I am calling to tell you she died in January.”
The Bank: “The account was never closed, and the late fees charges still apply.”
Family Member: “Maybe you should turn it over to collections.”
The Bank: “Since it is 2 months past due, it already has been.”
Family Member: So, what will they do when they find out she is dead?”
The Bank: “Either report her account to frauds division or report her to the credit bureau. Maybe both !”
Family Member: “Do you think God will be mad at her?” (I really liked this part !!!!)
The Bank: “Excuse me?”
Family Member: “Did you just get what I was telling you? The part about her being dead?”
The Bank: “Sir, you’ll have to speak to my supervisor.” !

(Supervisor gets on the phone)

Family Member: “I’m calling to tell you she died in January.”
The Bank: “The account was never closed, so the late fees and charges still apply.” (This must be a phrase taught by The Bank!)
Family Member: “Do you mean you want to collect from her estate?”
The Bank: (stammering) “Are you her lawyer?”
Family Member: “No, I’m her great-nephew.”
The Bank: “Could you fax us a certificate of death?”
Family Member: “Sure.” (fax number is given)

After they get the fax:
The Bank: “Our system just isn’t set up for death. I don’t know what more I can do to help.”
Family Member: “Well, if you figure it out, great ! If not, you could just keep billing her. I really don’t think she will care.”
The Bank: “Well, the late fees charges do still apply.”
(What is wrong with these people??!!)
Family Member: “Would you like her new billing address?”
The Bank: “Yes, that will help.”
Family Member: ” Odessa Memorial Cemetery, Highway 129, Plot Number 69.”
The Bank: “Sir, that is a cemetery!”
Family Member: “What do you do with dead people on YOUR planet?!!


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Comments

Sad But True

This sounds so ridiculous it could be a joke. However, having dealt with banks on customer service calls, this could very well be true. Given all of the bad press banks have been getting recently, I would assume that this was at least based on a true story.

LOL@“Do you think God will

LOL@“Do you think God will be mad at her?”

Gad, this is so hilarious. I have never laughed like this for a really long time. And also, Kim just in case you're taking this as a serious anecdote, I am sorry but you fail. THIS IS A JOKE, for chrissakes. You must be working for the same bank, eh? LOL

Jason

The yearly e-tailing Group's

The yearly e-tailing Group's Mystery Shopping Study of 100 of the top 100 online retailers found that just 9 made the top for customer experience. This figure is incredible at a time when competition is stiff and the economy slack. The report found that even simple, yet effective, practices such as sending an email shipping confirmation had decreased in use. "With Holiday '08 e-commerce sales down 3 percent (comScore) and online sales growth prospects flat, the channel is at a crossroads," cautioned Lauren Freedman, President of the e-tailing group, in the firm's release of data. "It is a matter of survival of the fittest among merchants. Delivering best-in-class service will be an important differential and every customer interaction needs to be a positive one." From the results, some slips in customer service quality appear to be the result of cost-cutting exercises. For example, the decrease in 24 hour services (27% in 2008 vs. 39% in 2007), the time it takes for a package to be received (4.76 days vs. 4.18 days) and no growth in live help options (32%). "In tough times merchants must control expenses but they need to monitor cost-cutting choices to maintain a robust customer experience," added Freedman. "It is important to read between the lines as our mystery shoppers often felt that customer service was somewhat 'smoke and mirrors.

Well that's a very

Well that's a very interesting conversation, I cannot believe what I am reading, I think we are loosing our good sense here. How can they continue charging a dead person???? It's hard to accept such methods, I would definitely consider this specially now that I want to apply for a credit card. I will make sure I'll review all the possible details on www.mycapitalonecard.com .

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