Being a responsible consumer, Kirsten of Downingtown, PA, recently called to report her MasterCard had been stolen. As she recounts in this letter to GE Card Systems, she now wonders why she even bothered.
On 8/1/1999 I called your Customer Service Department to report my EXXON MasterCard stolen.
My purse was taken out of my shopping cart at BJ's Wholesale, so I knew immediately that my card was gone.
I called your number first, because my EXXON card is my biggest liability. When I was connected to your toll free number, I pressed "3" to "report my card lost or stolen" as instructed by your message.
I then sat on hold for 1 hour and 49 minutes -- listening to a woman's voice tell me every 30 seconds that all your representatives are busy, and to continue to hold for the next available representative.
I wonder if you can imagine the level of stress that caused me -- knowing that if I hung up I'd be bumped out of the queue, and maybe have to wait hours more!?
I finally hung up and called back without going through your automated system. The representative who answered my call (Karen) glibly informed me that, "that department isn't in on weekends." I could have sat on hold all night listening to your message tell me to hold for the next available representative!
I reported that my card was stolen. Karen supposedly closed the account. I then asked to speak with a supervisor.
First Karen said she would "note it in the supervisors' log." (What good was that supposed to do?) She seemed to have no concept of how asinine and potentially dangerous your system is. After I insisted on speaking with a supervisor, she transferred me to "Patty."
Patty showed no more interest or concern than Karen had, and refused to give me the name of any individual in the company to whom I could write. She was more interested in informing me that GECS would not be responsible for any charges made on my other cards while I sat needlessly listening to your message. Her insistence on arguing the point with an (understandably) upset customer demonstrates a pitiful lack of customer service skills. And this is your supervisor??
I have been waiting for two weeks for a replacement card. I received all my other cards, but not EXXON.
Today I received a statement from EXXON, dated August 8, 1999, under the old account number.
It appears that neither Karen nor Patty ever recorded the card as stolen!
When I called to verify, and to make sure the account was closed, "Elizabeth" reported that your systems were down. I asked to speak with a supervisor. After insisting repeatedly that none were available (a trend with your representatives) she finally transferred me to "Michelle."
I understand that they could not access my account. I have worked in customer service, and I am a developer. I understand systems. However, a conscientious employee, particularly a customer service supervisor, should have offered to take my account information and call me back first thing tomorrow morning. Instead I head the same idiotic monotone, "there is nothing we can do, call back tomorrow."
It certainly appears that EXXON/GECS could not care less about stolen cards!
