All He Wanted Was To Settle His Aunt’s Accounts…There Was Just One Problem, Apparently. She Was Dead.

“Big Business” can be good in certain ways. Driving down prices for consumers means that instead of paying $6 for a loaf of bread, you only pay about $2. The bigger corporations can give you better rates on utilities and services, and their return policies give you a lot more leeway when it comes to things that you don’t want or need after buying. However, along with these good things come a whole list of bad things. If you call the number for a large company, you’re probably going to get stuck in a call center full of half-trained employees who don’t have the ability to truly help you with your problems. For this bank, their call center employees just weren’t sure how to handle a deceased customer…

If you have ever had to deal with a major corporation’s customer service then you will really appreciate this.

My Aunt died this past January. Her bank billed her for February and March for their monthly service charge on her credit card, and then added late fees and interest on the monthly charge…(the balance had been $0.00… now was somewhere around $60.00)

I placed the following phone call to the bank:

Me: “I am calling to tell you that she died in January.”

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

Me: “Maybe, you should turn it over to collections…”

Bank: “Since it is 2 months past due, it already has been.”

Me: “So, what will they do when they find out she is dead?”

Bank: “Either report her account to the frauds division, or report her to the credit bureau…maybe both!”

Me: “Do you think God will be mad at her?”

Bank: “…excuse me …..?”

Me: “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!”

(Supervisor gets on the phone)

Me: ”I’m calling to tell you, she died in January.”

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

Me: “You mean you want to collect from her estate?”

Bank: “…..(stammer)” …. “Are you her lawyer?”

Me: “No, I’m her great nephew.” (Lawyer info given… )

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

Me: “Sure.” ( Fax number is given )

( After they get the fax. )

Bank: “Our system just isn’t setup for death…”

Me: “Oh…”

Bank: “I don’t know what more I can do to help…”

Me: “Well… if you figure it out, great! If not, you could just keep billing her…I suppose…don’t really think she will care….”

Bank: “Well…the late fees and charges do still apply.”

Me: “‘Would you like her new billing address?”

Bank: “That might help.”

Me: ” (Odessa Memorial Cemetery #### Hwy 129 and plot number given.)

Bank: “Sir, that’s a cemetery!”

Me: “What do you do with dead people on your planet?!”

This is awful! While dealing with the death of a loved one, the last thing that should be on your mind is fighting with a bank over closing her accounts. How could they NOT have policies in place to handle a deceased customer?! I hope they were able to straighten this out…but until they do, this story is just hilarious.

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