I can’t be the only one who has done this: you get a recorded response when you call a toll-free number for assistance. None of the prompts are what you need. Your anger rises. It seems that too many companies refuse to have a human easily available to answer questions. However, yesterday, my anger reached a higher level and I started to scream at my phone.
I lost my Citibank Costco Credit Card. A lost credit card is a very big deal considering no one asks for any ID when you use a credit card. I call the toll-free number.
The recorded voice gives me options, one of which is “lost or stolen card”. I say, “Lost Card”.
The recorded voice asks the same question:
“Lost or stolen card?”
I reply, saying the word LOST with emphasis on the letter “t’.
The recorded voice asks again.
I am now beginning to raise my voice, “LOST card.”
With the fourth repeated question, I am now shouting, “LOST CARD!!!!”
Now the recoded voice asks for the last 4 digits of the card which, thankfully, are printed on last month’s bill.
“1448”, I state.
“I’m sorry, we do not have that card on record. Give me the complete credit card number.”
“The card is LOST! I don’t have all the numbers!!!”
By now I am shouting: “Agent, Customer service, Human Being, Help”.
The recorded voice continues: “ I’m sorry we can’t help you.” Click. The recorded voice hangs up.
Bottom line: I had to drive to my nearest Costco to talk to a real person. Ironically, she handed me a phone to talk to a human. Ironically, the physical connection to the handset was not working. We hung up and she moved me to another register.
From start to finish, I lost almost 2 hours trying to get this handled. If I billed Citibank and Costco hourly, I’d hand them a bill for $500.
My point: it did not have to be this way! Did anyone actually listen to what a recorded voice said before the service was launched? Sure, it costs more to have a human on the line but are organizations so arrogant that it doesn’t matter how many angry customers are created?
Why not hire am external customer, like me⎯to listen to recorded voices and figure out the viability of questions and prompts?
Of course, that would mean organizations would have to care for the little fish, like me. But beware, little fish swim in schools and can influence hundreds.