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susandennisMom... again. All of her bills are paid by the trust officer. Mom charges everything to her Visa which happens to be a Bank of America Visa (she gets air miles). I got the most pitiful voice message from the trust officer today. She said that Bank of America had changed Mom's address again and the bill didn't get to her in time and they are late fees, again. And could I please help. She sounded so pitiful.
Initially we wrote letters to everyone and had then notarized telling them to send all of Mom's bills to the trust officer. That was a project. BofA sent two bills there and then sent the next one to Mom's old address. We wrote another letter. They switched the address back. Couple of months went by and they change the address again, this time to Mom's current address. I called and pretended I was Mom and got them to switch it back. This was pretty dicey because BofA is ready for fraud. I practically had to give them a DNA sample to prove I was Mom and not me. I decided not to try that again. But, it worked for several months until they changed it back again!
So today I called them and said I was me and that I was calling for my Mom and wanted to know what in the world I could do to get them to send the bills to the person who was going to pay them. I got this extremely nice lady who was so very patient and kind. She looked up and found all of the address changes and read me the dates and I instantly knew what had happened.
Mom loves these people. She picks up the phone and calls them whenever she has a question or needs something. She just thinks they are wonderful. The minute the customer service lady read me the dates I knew the deal. Everytime Mom calls they ask for her address - she tells them where she lives and they change the address on the bill.
This time, though, this nice lady took a lot of time and documented everything. She really wanted to get Mom on the phone but Mom was at dinner. Finally I convinced her that I really was the daughter. I had my dead Daddy's SSN, his birthday (he opened the acocunt), my Mom's SSN, her birthday, her secret website password, her credit limit... The BofA woman took it all down. It was hilarious.
She said 'here's the note I put at the top of the file in bold: do not change this address without the daughter's permission' and then she lists my name and my cellphone number. She also said that next time I am there, Mom and I should call together and get Mom to authorize my handling of the account.
Happily, we have a sales rep at work who works with BofA and I've asked him to get me the name of the person I can write to and sing this woman's praises.
Whew.
Initially we wrote letters to everyone and had then notarized telling them to send all of Mom's bills to the trust officer. That was a project. BofA sent two bills there and then sent the next one to Mom's old address. We wrote another letter. They switched the address back. Couple of months went by and they change the address again, this time to Mom's current address. I called and pretended I was Mom and got them to switch it back. This was pretty dicey because BofA is ready for fraud. I practically had to give them a DNA sample to prove I was Mom and not me. I decided not to try that again. But, it worked for several months until they changed it back again!
So today I called them and said I was me and that I was calling for my Mom and wanted to know what in the world I could do to get them to send the bills to the person who was going to pay them. I got this extremely nice lady who was so very patient and kind. She looked up and found all of the address changes and read me the dates and I instantly knew what had happened.
Mom loves these people. She picks up the phone and calls them whenever she has a question or needs something. She just thinks they are wonderful. The minute the customer service lady read me the dates I knew the deal. Everytime Mom calls they ask for her address - she tells them where she lives and they change the address on the bill.
This time, though, this nice lady took a lot of time and documented everything. She really wanted to get Mom on the phone but Mom was at dinner. Finally I convinced her that I really was the daughter. I had my dead Daddy's SSN, his birthday (he opened the acocunt), my Mom's SSN, her birthday, her secret website password, her credit limit... The BofA woman took it all down. It was hilarious.
She said 'here's the note I put at the top of the file in bold: do not change this address without the daughter's permission' and then she lists my name and my cellphone number. She also said that next time I am there, Mom and I should call together and get Mom to authorize my handling of the account.
Happily, we have a sales rep at work who works with BofA and I've asked him to get me the name of the person I can write to and sing this woman's praises.
Whew.
(no subject)
Date: 2002-10-30 08:37 pm (UTC)(no subject)
Date: 2002-10-30 09:10 pm (UTC)