Oh, money money money.
Oh, banks banks banks.
I woke up yesterday and saw that an 800 number had called, but left no message. Interesting.
Today, that same 800 number called, and I answered.
It was Chase Bank.
The voice on the other end said that I had negative $530.95.
WHAT?!
Apparently I had been overdrafting for the last two weeks with my $2, $5 and $10 purchases, and it had added up to being $500 on the whole. I had not received any notification, I’d used my pin number during this whole time; no indication of anything wrong. Obviously, it is a rule of banks that you don’t spend money you don’t have. Obviously, I was not paying attention. But I have *never heard of a case where a bank will let you keep overdrafting for *two weeks without saying anything. My debit card, in truth, had been denied the day before, which, I figured, meant that I did not have the $10 in my account that was required for the purchase of the Aspirin and the juice that I was buying. In fact, now I believe that it was denied because I was more than $500 overdrafted.
Now, I don’t have $500 available. I can’t really *get $500 right now. And I didn’t know that this type of situation could happen. Really? Banks just keep giving you money, knowing that you don’t have any? When did this happen?
So the dude on the phone tells me that’s what I owe. I tell him that I don’t understand how it could have happened. He told me that he wasn’t sure how notifying me “slipped through the cracks”. I tell him I’ll pay the bank what I owe, but that the overdraft fees were ridiculous considering the situation. He said there wasn’t anything he could do about it. He was generally amicable and sounded a little stressed at this point, so I asked for his name, and then for his manager.
I’m not stupid, I’m not a pushover. I realize I broke the rules, that it was my fault I wasn’t paying attention, but there would have to be a compromise. I give money to the bank so that they can keep it safe for me use it to make a profit for themselves. Me paying the entire amount of this fee did not seem reasonable under the circumstances. Padriac, employee #F131537, did his job. Keep it up.
Then his manager came on the line. Almost before I finished explaining the situation, she was interrupting me, telling me that it was my fault and my responsibility, that it was my error, not the bank’s, and that there was nothing she could do for me. She told me I should have known how much was in my account when “I was spending all that money” and that I “signed up for these fees when I opened my account”. I told her I was going to close my account. She told me that after I cleared the fees, to go ahead. Whoa.
Now mind you, I am *far more sensitive to *how people say things than what they say. Human beings are liars and fakers, and I’m not so big on believing words just because they’re words. In any case, I’m not completely sure whatever else this woman said, but the way she said it made me want to stretch my arms through the phone line and smack her in her pretentious head. And the thing is, maybe she didn’t mean it, maybe she was having a bad day, maybe my tone frustrated her. I don’t know. But the fact is, I *remember her as being disrespectful, rude, and unhelpful, and it was a strong enough reaction of mine to write about it, and I truly hope she gets fired, or at least never allowed to answer customer service phone calls again. Money from people like me is what pays you. Don’t forget that. I got her name, and asked for her manager. Maddy (sp?) Blake, you did not do your job.
Next up was what sounded like an older man. Right away, he gave me the same answers as Ms. Blake, telling me it was my fault. Trying to explain the situation again, he was initially more respectful than the earlier lady, but quickly started getting gruff, telling me there was nothing he could do. I told him, “Look, if this is how Chase Bank operates, than I will make it a point to write about this and make sure that every family member or friend I have knows about this. I’m a journalist in this community, and I think this is ridiculous.” Now, that’s a little bend of the truth. I’m a writer – with a journalism degree. I was just trying to make the point that dismissing me before I was happy with the solution was a bad idea, and implying that maybe he should be *sure there was nothing he could do for me. His response to that was – “Now you’re threatening to slander Chase Bank. I’m taking that as a threat, and I will not reverse your overdraft fees”. I got his name, and asked for his manager. Travis Weng – you did not do your job. Like Ms. Blake, I hope you get fired, or are not allowed to do customer service again. And so you know, Travis, “slander” only happens when a story is not true.
Next up. Right away, this gentleman’s voice was relaxed and calming. With the other three, I could either feel stress and anger or even see the sneers on their faces. This was much more casual. I imagine he was in a nice leather office chair, leaning back, with me on speakerphone. The other three were talking *at me, this person was talking *to me. He went through, step by step with me, what happened and why the charges were so high. He explained to me that some of the transactions were on the weekend, and there were so many charges because of small purchases at different places, etc. Then he said that they have some sort of overdraft matrix, and he’d see how much he could waive, depending on how long I’d been with the bank and if there had been other issues before. He said he could get rid of some exact number, like $262.40, or something like that. I asked him if he felt that was reasonable. He took another moment and said to hold on, and went through the overdraft charges, one by one, and decided that the situation did not warrant that high of a number, either. He even busted out a calculator. Finally, he says, “tell you what, I’ll get rid of all this, and make it like you made all these purchases on two days, instead of 14, and charge you 70 bucks.”
Now that, Chase Bank et al., is customer service. I did something wrong. I screwed up. But a human on the other end of a phone line looked at the situation independently, and took care of it. I *deserve to get charged $70 for not paying attention. I know that. I’m not supposed to spend money I don’t have. I *don’t, however, deserve to be charged $400 – I don’t care what the guidelines are; that number was bunk because of the situation at hand, especially being a first-time offense (though apparently I’ve overdrafted a few times before that I was unaware of when it was still Washington Mutual) and me obviously not knowing that I could overdraft that many times without being notified. (This, by the way, is called “protection from embarrassment”. I want you to know, Mr. Corporate Bank, that I would rather be “embarrassed” with a debit card denial than charged fees like this. Perhaps make it an option, rather than a sneaky fee?) This manager was smart enough to analyze the situation and act appropriately. He gave me his name and his direct line in case the waiver didn’t work; told me everything should be fine by Monday. And he made me promise that I would sign up for a service on the Chase online website that sends you a text when your bank account balance gets below a certain point. Situation complete. Mr. Jeff Eberling, you did your job. Thank you.
I, however, told him to please talk to Ms. Blake and Mr. Weng about how they dealt with me. He said he would pull the phone call and check it. He may or may not, and in all truth, maybe things didn’t go down like I remember it. Maybe I was overreacting. Maybe I was pushing their buttons. However, that doesn’t change the fact that they failed where Mr. Eberling and Padraic succeeded, in making the customer satisfied with a solution to a problem.
The point is of this, though, is that this narrative is how I remember this morning. My direct quotes are as accurate as I can recall in order to tell the story. If they choose, Chase’s main office can go through the call and decide if I’m a maniac or not. But for better or worse, after I clear the fees, I will be closing my bank account with Chase, and suggest that others do the same. I would also recommend that Mr. Eberling work to fix his employer’s “protection from embarrassment” practice, or at least give customers an option; or that he find a job working for a different company. Good people don’t need to work for lousy corporations.
The bottom line is that I don’t believe that banks should operate like Chase apparently does, based on the situation this morning, and I will be taking my money elsewhere in the future.