After my aunt passed away in January, I was shocked to find CitiBank billing her credit card $60 for service charges, late fees, and interest, despite a zero balance. I called customer service to resolve this, explaining her death. The representative, unmoved, said the account was in collections since it was two months past due, suggesting it could be reported to the fraud division or credit bureau. Frustrated, I sarcastically asked if God would be upset over her unpaid
bill. Transferred to a supervisor, I faced the same response: fees applied as the account wasn’t closed. I offered her lawyer’s details and faxed a death certificate, but the supervisor admitted their system couldn’t handle such cases. When asked for a new billing address, I gave the cemetery’s details, highlighting their absurdity. This frustrating experience underscores the need for better corporate customer service systems to handle unique situations with empathy, reminding us to stay resilient and keep a sense of humor.
