Three Times the Credit

Dear Deb Walden, Executive Vice President, Customer Experience, Chase Card Services,

This week I received three (3) credit card offers from you--all on the same day!  I'm pre-approved for:

• The Slate card with Blueprint.  No annual fee.  It comes with a 0% APR through October 2011, and after that, 14.99% APR.  The Blueprint feature helps manage finances.
• The Chase Freedom card.  No annual fee.  It too comes with a 0% APR through October 2011, and after that, 14.99% APR.  Earn 5% cash back in some purchase categories, 1% cash in every other category.  Up to 10% back if you shop online at select merchants.  Plus, earn $50 cash after your first purchase.
• The Chase Freedom card.  No annual fee.  It too comes with a 0% APR through October 2011, and after that, 14.99% APR.  Earn 5% cash back in some purchase categories, 1% cash in every other category.  Plus, earn $100 cash after your first purchase.

Whoa!  Three cards!  Two of which are the same, but for some reason, one gives a slightly better cash bonus.  Do you know the damage I could do, if you actually gave me all three of  them?

I suppose you're telling me this is a sign of what's to come--apparently the economy is good enough that I'll be getting nothing but credit card offers for the foreseeable future.  Let me stop you short:  You might as well just take my name off your mailing list--I'm not looking for a new card right now.  

And if you're going to ignore my request, how about making a smarter system that sends different offers on different days?  Because this little incident?  Doesn't make me trust you.  At all.  And why would I want to have a credit card (or three) from a company I don't even remotely trust?

Your pal,

Jill

Pay-NotSoFriendly

Dear PayPal,

Could you make it more difficult to change the address and phone number on an account?  Look, I understand that you're trying to keep my information secure, so I'm willing to jump through a few hoops.  However, now we've gotten to the ridiculous stage.

The primary address and phone number on my account are old.  I no longer live there.  To add a phone number, I had to call a PayPal automated line.  OK, that's not a problem, and it was pretty simple to do this.  The new address and phone number appeared on my account immediately.

Seeing as how I no longer live at the address/phone you're calling my primary contact, I need to make this new address and phone my primary contact.  When I tried to do that, I got this page:

Internal Server Error

The server encountered an internal error or misconfiguration and was unable to complete your request.

Please contact the server administrator, webmaster@paypal.com and inform them of the time the error occurred, and anything you might have done that may have caused the error.

More information about this error may be available in the server error log.

***

So I followed instructions and sent the webmaster@paypal.com a message, explaining what I was trying to do.  I got this message in return:

Subject: AutoResponse-Email Returned - SARA (KMM171834623I96L0KM) :ppk1

Hello Jill Jaracz,

We want to help you but we're not able to respond directly to emails
sent to this address.

If you have a question about your account, please contact us through our
website. Here's how:

1. Go to the PayPal website and log in to your account.
2. Click "Contact Us" at the bottom of any page.
3. Click "Contact Customer Service," and ask your question.

One of our Customer Service agents will reply to your question.

We value your business and want to provide you with the best customer
care.

Thanks,

PayPal


This email is sent to you by the contracting entity to your User
Agreement, either PayPal Inc, PayPal Pte. Ltd or PayPal (Europe) S.à
r.l. & Cie, S.C.A. Société en Commandite par Actions, Registered Office:
5th Floor 22-24 Boulevard Royal L-2449, Luxembourg RCS Luxembourg B 118
349.

*****

Um, so if you can't respond from that address, why in the heck did you want me to e-mail it in the first place?

Sigh.  I'm putting this project on the backburner and am considering canceling my PayPal account.  I don't know about you, but I just don't have hours to devote to this administrative task.  You know what would be helpful though?  A little sticky note on each account editing page letting the user know about how long it'll take to finish what they're trying to do.  I would never have started in on trying to change my address if I knew it would be such a friggin' hassle.

Your pal,

Jill

ATM Me!

Dear Watertown Savings Bank,

In our quest to find a new bank, the Boy and I wanted to go with a smaller player.  We didn't want to get sucked into the impersonal service that only a big bank can deliver, even if they give bonuses when you open an account.  We wanted a little more attention, and boy, are we getting it from you!

Opening an account was a breeze, changing PIN numbers was no problem, and everyone we've encountered at your bank has been friendly and helpful.  Plus, we got a thank you letter when we opened our accounts.  Wowza!  Would Chase or Bank of America bother with that?

But you know what's really awesome about you?

Fives and tens in the ATMs.

I haven't been able to get a five dollar bill out of an ATM since I was in college--in the mid 90s.  Our former bank used to have a machine that allowed for ten dollars bills, but they discontinued that a few years ago (a sad, sad day).  When I went to one of your ATMs for the first time, I about fell over when the machine displayed that it could dispense five, ten, and twenty dollar bills.  I didn't know that option was still possible!

It's so nice to have the ability to get a bill smaller than a twenty.  It helps me make change, and I don't have to expect a store to break a large bill for a small purchase.  What a convenience!

Thanks for going above and beyond.  I know I've only been a customer for a month or so, but I am one happy camper when it comes to banking with you.

Your pal,
Jill

Petty Fraud

Dear Citibank,

When I answered the phone the other day and I heard the computerized "This is Citi Fraud" voice on the other end, I have to admit that I felt a wave of dread splash over me.  The Citi Voice has called me before, and that resulted in your team stopping a pretty big fraud (I think a computer purchase is big); however, I had to deal with all the hassle of closing a credit card account, getting credit reports, and changing a few automated charges.  Pain in the butt, no matter how you slice it.

I located my credit card (yes, I still had possession of it), and I waited with baited breath to hear the possible fraudulent charge.

"Did you charge $55.14 to a BOOKSTORE?" bellowed the Citi Voice.

Citi Voice called me over $55.14?  And seemed surprised that I'd been shopping at a bookstore?  Yeah, I know I've cut back on the bookstore visits, and I've been paying cash when I do buy books, but really.  It didn't make sense.

Oh, I know.  Maybe this got triggered because I'd just changed my address, and I've had problems swiping my card at some gas stations with newer pumps that will sometimes ask for the zip code, but I can't remember which zip code my card is under.  But even with my old address, no other charges triggered Citi Fraud?  Like maybe a $1000 down payment on a car?  But $55.14 at a bookstore did?

I don't want to sound like I'm complaining here--it's more funny than anything else.  Still, I'd love to know how fraud notices get triggered and how many fraud calls get dialed on a given day.  It's tough to keep on top of this crime, and you're doing the best you can.  Thanks for keeping an eye on my account--I do appreciate it.

Your pal,
Jill