Cliente morto não paga!

Andou circulando pela internet uma história – citada como real – envolvendo um cartão de crédito de um banco, destes americanos que não vão lá das pernas, que demonstram o quanto os processos mal estruturados, a falta de bom senso dos agentes e a automação podem tornar a vida dos clientes um verdadeiro inferno. Mesmo estando ele morto, e talvez no céu.

Vejam que mesmo se não for factual, não é difícil que aconteça em nossas centrais de atendimento situações muito semelhantes.

Be sure and cancel your credit cards before you die.

Uma senhora morreu no mes de janeiro e teve a anuidade do cartão cobrada em fevereiro, a qual obviamente não foi paga. Em março, acrescida de encargos a conta já estava em $ 60,00. Quando a senhora faleceu o saldo era zero. Agora, dois meses depois de morta, ela deve $ 60,00.

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 :

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 back 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 given)

Citibank: “Could you fax us a certificate of death?”

Family Member: “Sure.” (Fax number was given)

After they get the fax :

Citibank: “Our system just isn´t setup 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???”

(Priceless!!)

You wondered why Citi is going broke and need the feds to bail them out!!

“DUE TO BUDGET CUTS, THE LIGHT AT THE END OF THE TUNNEL IS BEING TURNED OFF.”