Have you ever had the misfortune of dealing with a customer service department that seemed completely out of touch with reality? I recently had a mind-boggling experience with CitiBank’s customer service that left me questioning their processes and procedures.
It all began when my aunt passed away in January, leaving behind a credit card account with a zero balance. However, CitiBank saw fit to bill her for their monthly service charge, late fees, and interest, bringing the total to a staggering $60. I was determined to resolve this absurd situation and dialed their customer service number, hoping to find some understanding and empathy.
The conversation that ensued was nothing short of comical. The customer service representative seemed completely unfazed by the fact that my aunt had passed away and was more concerned with explaining their policies and procedures. When I suggested that they turn the account over to collections, the representative matter-of-factly informed me that it had already been done.
As the conversation continued, I couldn’t help but wonder if the representative was living in a parallel universe. When I asked what would happen when the collections agency discovered that my aunt was no longer alive, the representative replied that they would either report her account to the frauds division or the credit bureau, or possibly both.
At this point, I couldn’t resist asking if they thought God would be mad at my aunt for not paying her credit card bill. The representative’s pause was palpable, and I could almost hear the confusion on the other end of the line.
I was eventually transferred to a supervisor, who seemed just as clueless as the initial representative. After explaining the situation again, the supervisor asked if I could fax over a certificate of death. I obliged, and after receiving the fax, the supervisor informed me that their system wasn’t set up to handle cases like this.
As the conversation drew to a close, I couldn’t help but ask if they would like my aunt’s new billing address. When I provided the address of the cemetery where she was laid to rest, the supervisor’s response was priceless: “Sir, that’s a cemetery!” I replied, “Well, what do you do with dead people on your planet?”
While this encounter was frustrating, it also highlighted the importance of companies improving their systems and processes to better serve their customers, even in unique circumstances like this one. As consumers, we must continue to hold companies accountable for their actions and advocate for ourselves and our loved ones.
So, the next time you find yourself in a similar situation, remember to stay calm, be patient, and keep your sense of humor intact. And who knows, you might just have a hilarious story to share afterwards.
