Rocky and his friends
October 17th, 2008
I deleted the ebill I got this morning from Bank of America. They’d added late fees onto the finance charge they applied days AFTER I’d paid off my entire balance and closed my account. I was so angry with them from before that I was just going to ignore it forever and they could go jump in a lake.
That lasted for an hour or so. I started feeling twinges of yuck about the whole mess and finally looked online and documented all the payments and blah blah blah then called their “customer service” department, steeling myself for another fight.
Instead I got a pleasant man named Rocky who looked at the records and agreed to remove the finance charges. Just like that! I was a little off balance because I was ready to be aggressive but his demeanor diffused some of that. And instead of being an asshole myself I just asked him to please make the charges disappear and he said okay.
Thank you Rocky (he must be a new hire from one of the banks that went under).
I’m proud of myself for facing the fear and for trying a pleasant approach before getting defensive.
