Unfiltered Story #18513

(I have just returned from a four-day vacation only to receive a call from my bank that my credit card information was stolen. The first representative I speak with informs me that he has canceled the card, and it will take 5-7 business days for the replacement card to be sent to my residence. Because he doesn’t give me another shipping option, I nonchalantly finish the call, only to realize that not having a credit card for a week severely hinders my ability to pay bills. I call the bank back and get a new representative on the other line.)

Me: “Hi, so I recently had my credit card canceled due to fraud, and I was told it would take 5-7 business days to get the new one. Is there any way possible to expedite the process and have the card come more quickly?”

Representative: “Unfortunately, since we have already closed down the card and requested a replacement, we cannot rush it to you. If you wanted the card quicker, you would have needed to request it.”

Me: “I understand, and that is completely my fault. The option was not offered to me, and I didn’t think to ask. I’m really sorry for the hassle – it’s just that my situation is kind of dire.”

Representative: “…Tell you what. Let me put you on a brief hold to see if I can get into the system and change the shipping information for you.”

Me: “Thank you! I appreciate it.”

(I am put on hold. A couple of minutes later…)

Representative: “Okay, so unfortunately, the system will not allow me to change the shipping information manually. But I will send an email out requesting that the replacement get processed in 2-3 business days and then get rushed out to you as soon as possible. Will that be okay?”

Me: “Yes! Thank you so, so much. I really appreciate it.”

(It wasn’t a perfect solution, but the fact that the representative went out of her way to help me out reinforced my faith in humanity for that day!)