Once upon a time there was a nice lady named Nancy, who always tried to be a responsible adult. After her mother died, Nancy dutifully changed the mailing address to her own house. She even went in person to the local post office to do this. A week later, mail was still coming to the old house, but Nancy thought to give it more time. Two weeks later, mail was still going to the old address. This included checks and bank statements.
Nancy makes another trip to the Post Office and nicely asks to speak with the supervisor. Thirty minutes later, a smiling supervisor person comes to the front and asks how she can help. (Well, first of all, why did you keep me waiting 30 minutes? But, we’ll let that go.) I nicely explain the situation and my concerns to her. She nods sympathetically and sighs as she says, “Oh dear, it’s those temporary mail people that are messing things up. I will make sure this gets taken care of; I will put a BIG sign next to that postal route, saying this mail should be forwarded.”
Another week goes by, guess what???? Yep, you guessed it, mail is STILL being delivered to the old address. After taking a few deep breaths, I go back to the Post Office and speak with yet another supervisor. She also nods sympathetically and says this shouldn’t happen. Well, yes that is true, it shouldn’t happen, but it is. How do we resolve this?
But, wait, it doesn’t end there. One piece of mail that was delivered to the old address was some important information from the bank. The bank shall remain nameless, but let’s just say that it has the words, “Bank” and “America” in its name.
So I go to the local bank branch and meet with a smiling, soft-spoken young lady. Aside from the fact that she looks like she is 12 years old, she seems nice enough. I explain the situation to her, that mail with personal information is being sent to an old address that I changed THREE, yes, THREE, months ago. Can she explain why that is happening? She looks very puzzled and concerned and starts tapping quickly at her keyboard. She finally looks up and smiles and says, “All is well, the address in our system is showing the correct new address.”
I look at her and say, “Well, somewhere in your system you have the old address because this was just delivered to the old address yesterday.” She starts to look puzzled again and starts tapping away at the keyboard. She also looks at the mail that was delivered and says, “Oh, but this is coming from a separate division of the bank.” I am thinking, “Okay, but it’s still the same bank, isn’t it?”
She continues to look puzzled, does some more tapping of her keyboard and then looks up and says, “Well, in order to change the profile address, we will need formal identification from the original account owner.” By now, I realize that I have entered the twilight zone. I look at her, smile nicely and say, “Well, that will be a little difficult to do since the original account owner is no longer in this world.” She agrees. But, she says there is nothing she can do.
By now I am losing my patience so I say, “I am not upset at you, but let’s take a look at this situation. I am trying to do the right thing here. Who knows what will happen to the mail going to the old address? It may fall into the wrong hands. There could be identity theft and draining of bank accounts. That will not be my problem now, will it? The bank will be responsible for making the account whole, won’t it?”
So now, she nods and says, “Well, I can try writing a note to our back office to change the profile address.”
That wasn’t so hard, now was it?
Argghhhhh. . . .
So, what stories of customer service fun do you have?
Ralph
June 22, 2016
Sounds like you’re living in Spain dear Nancy. You must be ! π β€
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[audio src="https://bluefishway.files.wordpress.com/2015/01/w4.mp3" /]
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Ralph
June 22, 2016
PS. As an experiment I tried to insert an audio of the introduction of the Twilight zone. I know that images come up in comments okay, but it looks like audio doesn’t. Oh well ! π¦
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Nancy Loderick
June 22, 2016
Dear friend Ralph,
Well, nothing ventured, nothing gained, right? π
Nancy
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Ralph
June 23, 2016
Right ! π β€
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Nancy Loderick
June 22, 2016
Dear friend Ralph,
Oh, I think I am living on another planet, or even better, another galaxy.
Nancy
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Bea dM
June 22, 2016
Yes, I still get bank statements for my son who moved out a couple of years ago. And who also closed that particular account soon after π
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Nancy Loderick
June 22, 2016
Hi Bea,
I am not surprised.
Nancy
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melodysgt
June 28, 2016
Customer Service is becoming an oxymoron. Remember the old saying “You can’t get there from here” that is the motto of all Customer Service folks. The only really good CS I’ve had of late, now don’t freak out, was from the Amazon tech folk. They were quick, patient and on point. Or… I got lucky.
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Nancy Loderick
June 29, 2016
Hi Melody,
Thanks for your comment.
Nancy
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melodysgt
June 28, 2016
Big sigh, why is there no edit button??? I got Lucky! yes a simple ‘y’ but you get the idea, I hope. Hang in there Nancy!
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Nancy Loderick
June 29, 2016
Hi Melody,
No worries. I will go in and edit your comment. π
Nancy
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Our Life In 3D
July 7, 2016
Comcast customer service….i want to create a blog that says I Hate Comcast and let others vent there as well.
…sorry you are having troubles this way Nancy
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Nancy Loderick
July 13, 2016
Hey Andy,
I am sorry to hear about your troubles with Comcast. My mother-in-law, who lives in Charleston and who has Comcast, seems to have problems every week. She has phone/cable/internet with Comcast, so when things go down, she is down with everything. Very frustrating.
Nancy
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loujenhaxmyor
July 24, 2016
I became Guardian of my mom’s estate (because she had developed dementia.) While trying to close out her Bank of America account, I encountered a roadblock because she was I living in California with me and my wife– but her account was in a New Jersey branch. So all business had to be done through the NJ office. After being given the run around for over an hour, I went to a local CA branch and discussed my problem. The clerk told me there shouldn’t have been a problem. I then asked her to give it a try for us. She called NJ and after 2 hours of being transferred to several departments, she wound up with the initial person she had called. Finally, her road rage kicked in while requesting to speak to the head manager in NJ– who accepted our faxing all the pertinent info and resolving the issue in less than a half hour. It seems that all the B of A’s are like separate McDonald franchises, and their computers’ info can’t be cross-checked. Glad that’s over with. I sent the local B of A gal a really nice thank you card.
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Nancy Loderick
July 26, 2016
Hi Lou,
Thanks for your comment. Sadly, I am not surprised at your story. I am glad that it all worked okay in the end.
Nancy
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Trinity
July 26, 2016
My husband works in customer data management in the largest bank here in Switzerland; such things like address changes can easily be a headache for all concerned if the bank’s data programs are not linked and synced; most banks are using programs that were designed in the 80’s or 90’s, and updating them is a bit like doing open heart surgery on a marathon runner during a race…
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Nancy Loderick
July 26, 2016
Hi Trinity,
I love your analogy! All too true. π
Nancy
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