Dear Editor,
On Friday December 8, I asked our school secretary to call the bank. Our business credit card had expired in November and her task was to find out which branch I needed to go to in order to pick up the new card. The secretary hit a roadblock and was told by the agent on the line that they could only speak to the cardholder. I found that strange and illogical since the secretary was not seeking any information about the account. Once again, she was merely enquiring about the location to pick up the card.
She gave me the number to call which I did. After listening to a long-recorded message, I was on hold due to agents attending to other calls. After 5 minutes or so a customer service agent came on. I identified myself with the name of the school and my name. I also stated my reason for calling: the credit card expired, and I would like to know where to pick up the new one.
The agent asked for my name which I had already given to her. I repeated my name for her. She then proceeded to ask me the number on the credit card. I then had to put the agent on hold after I told her that the expired card was submitted to the secretary. Upon retrieving the card, I asked whether your agent wanted the last four digits on the card or all the numbers. She wanted all which I read to her. Her next question was to ask me my complete name. I gave that to her for the third time. There is that saying that “three times is a charm”.
At this point, I am wondering how this interrogation is needed to answer a simple question as to where I must pick up the new card. Your agent asks the next question about the credit limit on the card which I could not remember and do not need to know when all I am trying to do is find out if I am driving to Simpson Bay, Philipsburg or Bush Road. But it seems that giving the location of the building where the new credit card is being securely held is an issue of national financial security. So, in order for a customer to find out where a new credit card must be picked up, that customer must jump through the question hoop like this is a game show and they are vying for a million dollars?
And the questioning did not stop there. The next volley thrown at me was: What was the amount of the last purchase? I was able to tell your agent what was purchased and when, but at this point did not care to go into the recesses of my frustrated mind to spew out a price.
Since I failed your United Nations Credit Card Retrieval Location Security Council Tripartite Test, your agent of inquisition told me to call back when I have the information to answer the questions. Now I am tasked with studying for another test that will waste 15 minutes of my senior citizen life. Being the persevering one, I kindly asked what information I needed to present. I was now told that the questions always change, and she could not give that to me.
Well, common sense seems to have left the organization called WIB. I do not know who or where you can call to get information about where to retrieve it, but it is certainly not 546-2880. Before hanging up on your agent, I told her that this makes no sense, I will just tell the principal to apply for a card in her name. The next thing your agent heard was a dial-tone.
I then put on my thinking cap – no wait – it was always on – I just encountered a business that does not provide any thinking caps to their customer service agents.
Did I finally get the new credit card?
How did I determine which location?
I did it the unprofessional way.
I called an employee of the bank on his private cellphone while he was eating his lunch at a noisy restaurant. He asked me one question: Is it a debit or credit card? Credit card was my answer. Bush Road was his.
M. Richardson
