Out Of Sight, Out Of Mind, Part 2

(This customer’s account has been overdrawn for over a month. This is due to several ATM withdrawals when she didn’t have the money in her account.)

Customer: “You need to refund these overdraft fees because you never notified me that I was overdrawn.”

Me: “According to the notes on your account, you called us every time before you made a withdrawal. Every time, a rep told you that you’d get a fee if you didn’t make a deposit to cover it the following day.”

Customer: “Nope, you never informed me of any fees. Yeah, I took $500 I didn’t have in the account, but I shouldn’t get fees because you never notified me of any fees. Refund them now!”

Me: “We also called you every day over the past month. We sent you a text and email alert every day. We also sent you 10 letters letting you know that your account is overdrawn. You will continue to get fees until you deposit enough money to cover the negative balance.”

Customer: “I throw away all my mail from you because I think it’s junk. I don’t check my email and I ignore your texts, so it’s not my fault that I didn’t know I was getting fees. Refund them now, because I wasn’t notified of the fees!”

Me: “Yeah, no. That’s not going to happen.”

Customer: “But you never notified me!”