There was this completely unlikely, largely unexplainable, thoroughly confusing, partially unresolved business that occured with my bank last week that has me still baffled. I readily admit to being mildly paranoid (not nearly as badly as Mel Gibson in that movie with Julia Roberts when his was legitimate), which I think in small doses can be helpful/good for self-defense. But never unnerved to the point that I felt it necessary to pay for services on financial services to keep my banking information protected from prying eyes.
So looking back on the events of early last week, I now ponder if I should be more aware/on the defensive than I thought necessary? Was I foolish in: assuming that the security features banks and credit suppliers have for their protecting their own business would also be sufficient to protect The Customer (me)?
For reasons unrelated to the untimely death of a friend who left his estate in sad disarray, I started last weekend to think I need to Get My House In Order. So I was sitting with assorted semi-organized paperwork, putting down everything on paper to help make sense of the jumble for grieving family (Not to Worry: I do not expect it to be used for many years). Just thinking about my dad and what a meticulous guy he was with his financial/personal business, and using his listing of Everything You Need to Know as the model for helping the lost and lonely when they will Need to Know Everything.
As I was listing banking account numbers/contact information, I realized I had not received a bank statement for months. To those who bank on-line this would not be a problem - but I am not yet convinced to go that route. Due to residual Right Brained in a Left Brained World problems: I have always struggled with mathematical business, and need the process of pencil, calculator, check register, printed statement to feel satisfied with the balance. So I called the 1-800-customer service number and talked at length to Francisco. He asked me lots of questions to determine that I was actually the owner of the account - dutifully documenting information about my mother, childhood pets, school attendance record. And remarked that I had changed my address. I was astounded: mostly due to having been in the same location for nearly thirty (30!) years. He assured me that I had requested the change, but would not tell me where I now reside because that is Confidential customer information.
I wondered to him if I needed to talk to their fraud people, but he seemed to think nothing had occured. Someone went into their system, changed my address to receive my monthly statements - but nothing had occured? Bull-loney. It all started with me calling to ask for copies of the missing statements, and ended with me closing the account. But, when I did go to the bank and get copies of the statement (that I demanded the bank supply - and not bill me for cost -since it was their 'bad' that sent several to a bogus address.) everything seemed in order. After diligent application of pencil and calculator it appeared that nothing out of the ordinary had occured... so I am not sure I legitimately qualify (like the little boy who was left out alone on the hillside to guard the flock and cried 'WOLF' - just for the comfort of a friendly face...) as having been taken advantage of?
I did go to the local branch, explained my story to a very helpful csutomer service rep.(thanks, Wanda), who talked to someone in tech support to find that my 'new' address is a street in Naples, FL since back in April. It was changed by someone in Charlotte, NC, and the local CSR was hoping the person in NC could provide an explanation, as that was not something that could be done by telephone (which I most definitely did with the 1-800 guy: so I am left to wonder: how did it happen before?). She put in a call to that individual, who is required to document any changes in customer information, but the culprint in Charlotte did not respond.
The saga continues: I called the branch manager the following day, who was remarkably lackadasical, generally unconcerned, mostly indifferent to my worries, when I had expected a response. She had a sort of don't-call-us - we'll-call-you attitude. I wish I had said: "if this was your personal account would you be so complacent?" But I was still so anxious about all the unknowns, I went to the branch and talked to another very friendly customer service person, (thanks, Jose) who agreed I should just close the account. My helpful CSR will be back at work on Monday...
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