So I would like to talk about this one time that really stood out to me with regards to customer service and Pinoy logic, and ooh-boy it’s a doozy.
My current credit card had been scuffed up physically over time, and being an OCD freak I am about keeping my cards looking nice and neat, ordered a replacement card for it. I went to my local bank to specifically give them instructions on what I wanted, which was a brand new duplicate of my current card, security numbers and all. Since I asked this of the branch manager and had explained everything in detail, I imagined it would go somewhat smooth.
Fast forward 2 weeks later, I asked about a status update on my card replacement. The bank said that it was still being processed; I took this opportunity to ask and CONFIRM that if I changed the address the new card would be received at, nothing would go wrong. Of course the bank said no problem, and proceeded to change the receiving address. I also included a list of 2 people who could receive the card for me in the event I was not present when it’s delivered (it’s an exact duplicate of my active card, so safety measures should be implemented.)
Fast forward 2 months later, and a few inquiries here and there about the status of my card in between that time. I get a text out of the blue saying my card was delivered last month and was received by someone I had no idea who AT ALL. You can imagine how I felt, knowing a duplicate of my card is out there with some random person. I immediately called the credit card customer service to ask about the situation and what I got was the most logic-less shit I have ever heard in my life.
First off, the person tells me that the card was delivered. DUH obviously I know since I got the text. I proceed to ask her to what address and they kept repeating the address I told them to change it to, insisting that it was delivered there. Strike 1.
Ok so they insist it’s at the correct address, I ask about the receiving person. They insist I know the person. Yes obviously I must be the one who forgot someone I know, who’s name I did not authorize to receive my card. I proceed to ask why they gave it to someone I did no authorize to receive; no answer. Strike 2.
Ok let’s forget about the stupidity above. As I’m not a complete moron and track my card activity weekly, I of course did not notice any charges I did not authorize. So I ask the lady if there’s a possibility of my card being used by that random person, and if I should deactivate my card and request a new one. The following is one of the most stupid conversations I have had in my life.
CS: “Sir no worry u card will deactivated when we sent new one.”
Me:”Ok but how come I can still use it now? You know it’s an exact duplicate right?”
CS: “Yes sir but when we send new card old card deactivate.”
Me: “Ok… so how come I can still use my current card?”
CS: “Sir let me berifi last transaction on the card.”
*Proceeds to list the last few transactions on the card to which I verify are mine from last week*
Me: “Ok how does that help? How will you know aside from verifying with me if my duplicate card was used? He could use my card for online shopping or something.”
CS: “No sir u current card was deactivate when we sent new one.”
Me: “Ok so you sent my new one a month ago. How come my current card still works!? And aside from my vigilant checking how would YOU know it wasn’t being used if I didn’t check my statements?”
At this point the above conversation and transaction verification happened another 2 times. I only complied because I thought she would get it by the 3rd time. Eventually I just said:
Me: “Look we aren’t getting anywhere. Let me explain it clearly to you. You said that when my new replacement card is sent out, my current one deactivates. That makes no sense, seeing as they are the exact same card, same security number, same name, same everything.”
*Silence followed by “… yes sir?”*
Me: “Ok I’ve been on the phone with u for an hour, let’s make this even simpler. We verified that the purchases last week on the card were mine.”
CS: “Yes sir.”
Me: “Obviously I don’t have my new card and I never got it. Otherwise I would not be calling wasting hours on the phone with you.”
CS: “Yes sir.”
Me: “So if I verified that last week’s purchases were mine, and I don’t have my new card, and my current card is supposed to already be deactivated, how am I able to verify last week’s purchases?”
Basically after her peanut of a brain somewhat understood that she made no sense, she hung up, maybe shamed at her lack of logic, but more probably laughing with her colleagues about how some dumb customer didn’t understand how credit card deactivation worked. This happened with 3 other customer service reps until I decided I needed to take matters into my own hands and figure out what happened to my card myself.
Long story short, I found out they sent it to my really old address that I no longer live at for some reason, and gave it to the security guard there, completely ignoring my previous requests, confirmations, and security measures. Holy. Fucking. Christ. The sad part is, those Pinoy’s I talked to probably don’t’ know how fail they were; they’re probably thought I was just some dumb fuck who did not understand their irrefutable logic.