Managing Customer Service: An Amusing Experience with CitiBank

Encountering CitiBank’s Customer Service

Earlier this year, following my Aunt’s passing, I discovered erroneous charges on her CitiBank credit card statement, including late fees and interest, despite her account having a zero balance.

Frustrating Exchange with Customer Service

Seeking resolution, I contacted CitiBank’s customer service, but the conversation took an incredulous turn:

“I’m calling to inform you that my Aunt passed away in January,” I explained.

“I’m sorry for your loss, but the account was never closed, so the late fees and charges still apply,” replied Customer Service.

“Maybe you should turn it over to collections then,” I suggested.

“Actually, it’s already been turned over due to being 2 months past due,” was the response.

Navigating with the Supervisor

Transferred to a supervisor for further assistance:

“I’m calling to inform you that my Aunt passed away in January,” I reiterated.

“I’m sorry for your loss, but the charges still apply as the account wasn’t closed,” stated the Supervisor.

“So, you want to collect from her estate?” I inquired.

“Um…are you her lawyer?” the Supervisor questioned.

“No, I’m her great nephew. But I can provide her lawyer’s information,” I clarified.

After providing the fax number, I explained that their system wasn’t equipped to handle such cases.

“If you figure it out, great! But if not, feel free to keep billing her. I highly doubt she will care,” I remarked.

“Alright, would you like her new billing address?” I offered.

“(Odessa Memorial Cemetery #### Hwy 129, plot number given),” I informed.

“Well, what do you do with dead people on your planet?!!” I exclaimed.

Lessons Learned and Hope for Improvement

Though this ordeal may seem comical in hindsight, it underscores the challenges of dealing with corporate customer service. Hopefully, such experiences prompt companies to enhance their systems and processes to better serve customers, even in unique circumstances. Remember, in similar situations, stand up for what’s right while retaining your sense of humor!