Have you ever wondered if customer service agents are trained to handle life’s most bizarre situations? Here’s a story that will leave you laughing, shaking your head, or maybe both.
It all started earlier this year when my beloved Aunt passed away in January. Just a month later, I was stunned to discover that CitiBank had billed her credit card for a monthly service fee. But they didn’t stop there—oh no! They also tacked on late fees and interest. Mind you, this was a card with a zero balance before her passing. Now, it was sitting at a cozy $60.
Naturally, I decided to resolve this absurdity with a quick phone call. Spoiler alert: it didn’t go as planned.
The Call That Made Me Question Reality
Me: “I’m calling to let you know my Aunt passed away in January.”
Customer Service: “I’m sorry for your loss, but the account wasn’t closed, so the late fees and charges still apply.”
Wait, what? I thought I had misheard.
Me: “So, should I just let it go to collections then?”
Customer Service: “It already has. It’s two months past due.”
At this point, I was trying not to laugh—or cry.
Me: “What happens when collections finds out she’s no longer with us?”
Customer Service: “They might report her to the fraud division or the credit bureau. Or both.”
Oh, really?
Me: “Do you think God will be upset with her for missing her payment?”
Customer Service: “Excuse me?”
It became clear this conversation needed a higher authority. Enter the supervisor.
Supervisor to the Rescue? Think Again.
Me: “Hi, I’m calling about my Aunt’s account. She passed away in January.”
Supervisor: “I’m sorry for your loss, but the charges still apply since the account wasn’t closed.”
Unbelievable.
Me: “So, you want to collect from her estate?”
Supervisor: “…Are you her lawyer?”
At this point, I was too stunned to argue.
Me: “No, but I can connect you with her lawyer if you’d like.”
The supervisor requested a death certificate, which I promptly faxed. Surely, this would clear things up.
Spoiler Alert: It Didn’t.
Supervisor: “Our system isn’t designed to handle cases like this.”
Me: “What does that even mean?”
After some back-and-forth, the supervisor asked for a billing address. I couldn’t resist.
Me: “Sure, her new address is Odessa Memorial Cemetery, Highway 129, Plot Number ###.”
Supervisor: “Sir, that’s a cemetery!”
Me: “Well, what do you do with dead people on your planet?”
Lessons from the Other Side
Looking back, the situation is almost comical. But it highlights a serious issue—customer service systems need a major overhaul to handle unique cases like this.
So, if you ever find yourself battling late fees for a deceased loved one, stay persistent, keep your sense of humor, and don’t let absurd policies get you down. After all, sometimes the best way to deal with the ridiculous is to laugh at it—and maybe share your story to give others a chuckle too!
