It's a strange thing about me. I am a bold person. I don't get embarrassed about dancing, speaking, singing in public. I don't mind looking ridiculous, asking questions, or helping others even if it's unwanted. But I am also an extremely meek person when it comes to confrontation. I want to be liked, I want to be loved, in fact, by everyone. I'm not talking just my parents and friends or even my students and colleagues. I want to be loved by strangers.
This is a burdensome and frankly stupid way to live, but it is something I cling to. This makes talking with people on the phone and demanding a problem to be solved probably one of the most difficult things for me to do.
My credit card was stolen a few months back. I was told by the company not to pay my credit card bill under any circumstances until they told me that the situation was cleared. They canceled my old card and issued a new one. I filed a police report and filled out all of the necessary paperwork for my card. No one called me. I waited and waited and called them several times.
Credit man: It may take weeks to clear this up
Me: But may I pay my card yet?
Credit man: NOOOO! NEVER PAY IT until we say so.
Me: Really? I hate having a balance, what about late fees?
Credit man: all late fees will be covered by the company. Just wait for us.
One month went by with similar interactions. I didn't use my card or pay it off (even though it killed me to have a balance). I also get these cards to buy clothes at my favorite store. It's the reason I use my credit card. I earn cash to spend at my store by charging my monthly expenses and paying it all off each month so I have no interest. Well, I had $60 to spend and they all expired before my card stuff was cleared up. They wouldn't let me use them without my card and I wasn't going to use it until it was cleared up.
Finally I got a bill in the mail saying I owed the credit card money. I received zero phone calls from the company telling me my progress. I called them and asked if I should pay it.
Credit man: Of course!
Me: But you said you'd call me and tell me I was supposed to pay it.
Credit man: You should pay this.
Me: Have all of the fraudulent charges been cleared?
Credit man: Yes.
Me: What about late fees.
Credit man: (with frustration) Of course we covered those.
I wrote a check covering the entire balance and breathed a sigh of relief that I could now have a zero balance...until I checked this month's statement. They apparently left off a thousand dollars from my payment check even though I wrote it for the full balance. They charged me a late fee and interest for the following month. I'm a math teacher...I know the pains of credit card interest and I make special care to not pay any extra. I want to work the system for my benefit. I was so mad.
So I called the credit card company and explained what happened.
Credit Lady: I'm so sorry. I see right here the clerical error. Just write us a check for the remaining balance and it will ok.
Me: But I want the interest removed.
Credit Lady: Of course.
Me: And I was promised that I wouldn't have to pay a late fee.
Credit Lady: I will remove that too.
Suddenly I felt empowered. I could simply ask for what I wanted and it was given to me. Is this how bold people feel all the time. I thought I should just go for it and ask about the $60 I had lost in the process.
Me: What about the $60
Credit Lady: Oh, I'm afraid I can't do anything about that.
Me: But I was unable to use the card points until this was all cleared up and they expired in the interim.
Credit Lady: I'm not able to do anything about that.
I could feel myself folding. I didn't want to be rude. What right had I to demand anything. I should just be thankful for what I had accomplished and hang up. But then I did something that shocked even me.
Me: Could your supervisor authorize that?
Credit Lady: Yes, let me transfer you.
Oh, yeah. I asked to speak with a supervisor and I got it all arranged. It's going to take another 8 weeks, but I'm going to get my money back! So in all, I saved myself $120 by being bold and assertive. I think that's all I have left in me for the year though, so it better not happen again. Baby steps...baby steps.
1 comment:
If I love phone calls like this ... does that make me sick? I have no problems demanding what's owed me and asking for what isn't "owed" but would be good customer service. And if all else fails ... say you're going to switch to their competitor ... they'll give you the world!
And good job keeping the money in your checking account so you could pay the whole balance once you were allowed to ... that's where they stick most people I'm sure.
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