I had the following discussion with my merchant banking company this week:
Me: Hello, I’m calling to see why my monthly fees have doubled.
Customer Service: It’s because you haven’t completed your PCI compliance documents. We raised your fees starting in September because you haven’t completed the forms.
Me: I’m not aware of any such requirement. Did you mail or email me a notice?
Customer Service: We notified you via the portal.
Me: The portal? I’m not aware of any portal. I’ve been a customer since 2007 and I’ve never heard of a portal.
Customer Service: Well, that’s how we notified you. It’s in your contract.
Me: You are saying you notified me via a portal that I’m completely unaware of. Do you know how ridiculous this sounds?
Customer Service: Yes.
Me: How does that make any sense?
Customer Service: We apologize for that.
Me: So, what do I have to do to get back to our agreed normal billing amount?
Customer Service: You need to complete your PCI compliance documentation. But, I have to have someone do some work first before you can access the PCI compliance documentation in the portal and clear up this issue. The request has timed-out and needs to be reset. That may take a couple of days.
Me: You need to know I’m going to blog about this.
What’s wrong with this picture?
- No notice or acceptance of a billing rate change by me—their customer
- No notice of a billing rate change that will occur if I don’t comply with their documentation requirements
- No responsibility to service a long-standing customer with a phone call, email or snail mail notice
- The onus and financial penalties are completely on the customer for a process that has not been communicated
Perhaps the next time someone asks me if I have merchant banking, instead of saying “I’m all set” I’ll say, “Tell me more.”
What do you think?
Thought for the week:
“To me, business isn’t about wearing suits or pleasing stockholders. It’s about being true to yourself, your ideas and focusing on the essentials.” — Richard Branson
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