I recently sent Citizens Bank, the issuer of our primary credit card, a letter disputing a charge on the card. Being eminently familiar with the rules surrounding such disputes, I included in my letter all of the required information. A week or so later, I got back this letter:
You can click on the letter to see a larger version. The circled sentences may be a bit difficult to read. The first one says, “The following information is required to initiate your dispute.” The second one says, “Please complete this form immediately, as the dispute process starts upon receipt of this form.”
Angry that the bank would waste my time making me fill out a form when I’d already provided all of the necessary information, I called and complained. The woman I spoke with put me on hold for a while and then came back and told me that I didn’t actually have to fill out the form because I had already provided all the necessary information; it’s just that the computer sends the letter automatically whenever a charge is placed in dispute.
I pointed out to her that “the computer” had sent me a letter which told me I needed to do something that I did not actually need to do, and that there was no indication on the letter that I might not need to send back the form, and that I had just been made to waste my time calling up the bank to find out why I received the letter. She dismissed my complaint and made it clear that she thought I was being unreasonable to expect the bank not to tell me I needed to fill out and send back a form which in fact I did not need to fill out and send back.
What a bunch of idiots.