I have two months to study this brochure and determine whether or not I qualify for the $35,000,000 (thirty-five million dollars) class action settlement from Bank of America. As it stands, I think I have to send them a letter either way: I can include myself or exclude myself. I think. 35-mln, peanuts these days, especially for what will in all likelihood turn out to be a pretty big class, but the tiny trickle of funds into my account has produced a balance modest enough to encourage an accommodating attitude towards any additions which may arrive, so I'll reread the brochure. It arrived unrequested in the mail. I didn't ask for it.
Having skimmed through once or twice, it doesn't look good, in fact, because I don't have a Bank of America debit card, but like I said, there's time to comb the fine print. I do have other credit cards occasionally in use, and recently I had an interesting experience related to personal finance and customer relations.
A letter from the credit card (CC) company arrived informing me that unfortunate transactions had occurred involving their lists of CC numbers and illegitimate participants in global markets, who might be planning to incur costs on others' accounts. Mine. For this reason, I would be receiving a new CC from them and could cut up the old one.
I called them to ask for more information. Specifically, I thought it opportune to inquire about the way in which my CC number might have been targetted. Where had this occurred?
That's confidential. We are not going to tell you that, as it could lead you to avoid doing business with the enterprise in question in the future. The fraud was no fault of their own, and these businesses are our clients. They must be able to rely on confidentiality at all times!
That's confidential. We are not going to tell you that, as it could lead you to avoid doing business with the enterprise in question in the future. The fraud was no fault of their own, and these businesses are our clients. They must be able to rely on confidentiality at all times!
Oh, even as a small CC-holder, I'm a client, too. Aren't I? Don't I have a right to know what's happening with my miniscule account, especially if something goes wrong? It's my card, after all.
It's not your card. WE own it.
Actually, your company earns quite a reasonable rate of interest on anything that transpires involving the card which bears my name. If you wish to keep me as a client, you might want to respond to my request for transparency in a more civilized tone. But you sound quite angry and upset, so I think I'll just thank you so much for your time and get off the phone now and send a letter to your office.
You DO that. The letter will arrive on my desk and I'll answer you with the EXACT same information.
I sustained this tranquil mode while composing a short letter which now included both my original message and my disappointment at having heard that CC-holders were viewed as second-class clients. I never did receive an answer on paper, but the letter evidently landed on someone else’s desk, because within a few days, the phone rang, and a different voice from the CC-company greeted me in the most cordial of tones.
It is most regrettable that you were left with the impression that certain clients are more valuable than others. We are really in a bind here. I hope you can understand.
I do understand. If I were investigating this subject, I guess I would somehow gain access to the information about potential dangers to CC-accounts. Now of course I am not conducting an investigation - even though I am experienced in the field of journalism; I could forward you some of my work if you'd like - but I must stand by the principle of having a right to know what goes wrong when it goes wrong out in world of retail and apparently I’m involved.
I don't think anyone mentioned retail.
Well, you mean it wasn't retail?
And so forth. This quite pleasant conversation continued with the utmost respect from and towards both parties. At a certain point, disclosure of both the geographical and retail locations became inevitable, as we agreed that principled action and accurate exchange of knowledge was the most fulfilling premise for all business relations. I truly believe that this second young man from the CC-company had a new professional experience on the phone that day, disclosing the information which his company was not supposed to provide. In doing so, we sealed a deal based on trust. I vowed that I would never report having found out the name and location of the store where my CC-details were fed into a crime ring.
And so forth. This quite pleasant conversation continued with the utmost respect from and towards both parties. At a certain point, disclosure of both the geographical and retail locations became inevitable, as we agreed that principled action and accurate exchange of knowledge was the most fulfilling premise for all business relations. I truly believe that this second young man from the CC-company had a new professional experience on the phone that day, disclosing the information which his company was not supposed to provide. In doing so, we sealed a deal based on trust. I vowed that I would never report having found out the name and location of the store where my CC-details were fed into a crime ring.
Posts
No comments:
Post a Comment