Laureen tries to pay a bill – a lesson in customer care done wrong and right…

ElementalMom » Paying a Late Bill

Seven minutes after that, Mitch in Collections picks up the phone. Desperate, I blurt out “I really, really, just want to give someone my money. That’s all I want to do. I have been on and off of hold four times, I’ve been transferred around, I’ve been on the phone over 35 minutes, no one can work with me, PLEASE before I rattle off all my numbers, will you PLEASE tell me you’ll take my money?” Mitch is laughing so hard by the time I finish, he can barely choke out a request for my information. I give him my accountnumbersocialsecurityphoneaddressmother’smaiden all in one breath at this stage. I’ve had practice, and it shows. Mitch dissolves into laughter again, and says “yes ma’am, we at CitiBank would be happy to take your money.”

…the whole thing is well worth a read.