Have you ever had to deal with a major corporation’s customer service? Well, let me tell you about my recent experience that you’ll surely appreciate. My Aunt passed away in January, and to my astonishment, CitiBank billed her for February and March, along with late fees and interest on the monthly charge. Can you believe it? Her balance had been zero!

In disbelief, I picked up the phone and called CitiBank to sort out this absurdity. Here’s how the conversation went:

Me: “I am calling to inform you that my Aunt passed away in January.”

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

Me: “Perhaps you should turn it over to collections then?”

CitiBank: “Since it is two months past due, it already has been.”

Me: “So, what will they do when they find out she is no longer with us?”

CitiBank: “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?”

CitiBank: “… excuse me…?”

Me: “Did you understand what I just told you? Oh, that she passed away?”

CitiBank: “Sir, you’ll have to speak to my supervisor!”

As I was transferred to the supervisor, I reiterated my reason for calling:

Me: “I’m calling to inform you that she died in January.”

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

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

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

Me: “No, I’m her great nephew.” (Provided lawyer information…)

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

Me: “Sure.” (Fax number provided)

After they received the fax, their response left me flabbergasted:

CitiBank: “Our system just isn’t set up for death…”

Me: “Oh…”

CitiBank: “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… I don’t really think she will care…”

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

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

CitiBank: “That might help.”

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

CitiBank: “Sir, that’s a cemetery!”

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

This little exchange with the customer service representative at CitiBank left me both frustrated and bewildered. It made me realize how some corporations lack the human touch and fail to empathize with their customers. As we all navigate the complexities of life, it’s important for companies to adapt and understand the unique situations faced by their clients.