People are really stupid, especially some of those customer service folks!!!!
This is so ridiculous, and depicts why customer service is what it is today.
A lady died this past January, and Citibank billed her February and March for 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 is now somewhere around $60.00. A family member placed a call to Citibank to have them correct the problem.
Here is the exchange:
Family Member: “I am calling to tell you she died back in January.”
Citibank: “The account was never closed and the late fees and charges still apply.”
Family Member: “Maybe, you should turn it over to collections.”
Citibank: “Since it is two months past due, it already has been.”
Family Member: “So, what will they do when they find out she is dead?”
Citibank: “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?”
Citibank: “Excuse me?”
Family Member: “Did you just get what I was telling you - the part about her being dead?”
Citibank: “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 with a $0 balance.”
Citibank: “The account was never closed and late fees and charges still apply.”
Family Member: “You mean you want to collect from her estate?”
Citibank: (Stammer) “Are you her lawyer?”
Family Member: “No, I'm her great nephew.” (Lawyer info was also given)
Citibank: “Could you fax us 2 copies of a certificate of death?”
Family Member: “Sure.” (Fax number given)
After they get the fax:
Citibank: “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. She won't care.”
Citibank: “Well, the late fees and charges will still apply.”
(What is wrong with these people?!?)
Family Member: “Would you like her new billing address?”
Citibank: “That might help...”
Family Member: “Odessa Memorial Cemetery, Highway 129, Plot Number 69.”
Citibank: “Sir, that's a cemetery!”
Family Member: “And what do you do with dead people on your planet???”
Are you still wondering why Citibank is going broke and need the feds to bail them out!!