Call Center CRM News Blog TMC

Post-Mortem Service Charges?

January 29, 2007
A friend sent this e-mail to me today. I have no idea if it's true or just one of the many frequently circulated urban legends that strike a chord in all of us. But knowing what I know about many companies' customer service policies, I can believe that somewhere, some just might have happened.

An elderly lady died in January last year, and a large financial services/credit card company 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, after the fees were added, it totaled about $60.00.

A family member placed a call to the bank. Here is the exchange:

Family Member: "I am calling to tell you she died in January."

Bank: "The account was never closed and the late fees and charges still apply."

Family Member: "Maybe you should turn it over to collections."

Bank: "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?"

Bank: "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?"

Bank: "Excuse me?"

Family Member: "Did you just get what I was telling you - the part about her being dead?"

Bank: "Sir, you'll have to speak to my supervisor."

Family Member to Supervisor: "I'm calling to tell you, she died in January."

Supervisor: "The account was never closed and late fees and charges still apply."

Family Member: "You mean you want to collect from her estate?"

Bank: (Stammer) "Are you her lawyer?"

Family Member: "No, I'm her great nephew." (Lawyer info given)

Bank: "Could you fax us a certificate of death?"

Family Member: "Sure."

(Fax number is provided)

After the fax is sent:

Bank: "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? I don't think she will care."

Bank: "Well, the late fees and charges do still apply."

Family Member: "Would you like her new billing address?"

Bank: "That might help."

Family Member: "
Odessa Memorial Cemetery , Highway 129, Plot Number 69."

Bank: "Sir, that's a cemetery!"

Family Member: "What do you do with dead people on your planet?"


Related Tags: , , , , ,

Listed below are links to sites that reference Post-Mortem Service Charges?:

Trackback Pings

TrackBack URL for Post-Mortem Service Charges?:

Comments to Post-Mortem Service Charges?

(If you haven't left a comment here before, you may need to be approved by the site owner before your comment will appear. Until then, it won't appear on the entry. Thanks for waiting.)