winter_b0rn (winter_b0rn) wrote in bad_service,

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Citibank call

I was awakened by the sound of my phone ringing this afternoon. My husband passed me the phone, and I answered it. Cue the following conversation.

Me: Dun dun dun.
Ma: Maiza, the rep
Hu: Hubby-type person

Automated Message: Please hold for the next available representative. This is a very important call. (Not exact, but close enough.)
Me: Hello?
Ma; May I please speak to winter_born's husband?
Me: May I ask who's calling and what company you represent?
Ma: *snappy and rude* This is Maiza and it's a personal business call.
Me: Excuse me? I have a right to know who's calling me and which company you present.
Ma: Well, it's a personal business call.
Hu: *confused* Hello?
Ma: This is Maiza calling from Citicard and you're past due.
Hu: *listening and responding to questions*
Me: *narrows eyes and listens*

The rest of the conversation follows to the gist of, "Your balance is $xx.xx; how do you wish to pay blah blah blah?"

Now, most companies don't show up on my caller ID, so whenever I get a call from an unknown ID I ask them who they are and what company they represent. Usually, I don't even have to do that because Shannon from Citibank or Joe from Verizon will open up their greeting with, "Good afternoon, this is Shannon from Citibank. May I please speak with winter_born/Is winter_b0rn available?" Previous representatives from Citibank have identified themselves and were more than polite and pleasant, not rude and snappy.

This just smacked of rude. To begin with, I'm on the account with full access, password and all. So, I called back. The poor guy who took the call was scared after I asked for a supervisor, but I told him it wasn't for anything he did. I could hear the sigh of relief as he asked me to hold while he got a supervisor on the line. The supervisor Mary was more than helpful in listening to what I had to say. I explained to her that unfortunately, Citibank never shows up on my caller ID and that I am on the do-not-call list. If Maiza had been a telemarketer, there would have been hell to pay, so company identification is extremely important. It's also just the right thing to do. Having worked in a call center for another company last year, I know that the company I worked for trained us to open up the call identifying who we were and the company.

The original rep who called was just rude and snappy.
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