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Naperville
Thursday, March 28, 2024

Transitions – Customer service: How much time do you have?

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Last summer my mother had a stroke. By October we knew that she would not be returning home. With court-ordered Guardianship and Conservatorship, I set about closing out her various accounts so she would have money to cover the expenses of the facility where she now lives.

I’ve had to deal with several “Customer Service” departments. It does not matter whether they are domestic or international call centers – most should be called “Customer Hassle.”

I am constantly educating companies. Most insist on a Power of Attorney to talk to me about my mother’s affairs. Michigan’s Probate courts grant Guardianship and Conservatorship only. I’ve had banks say that I must have the POA. One suggested that it had to be filed in Ohio! Another wanted the originals – no way! One insisted that I go to the nearest branch of their bank and show the document, with seal, to a banker. That was reasonable.

My mother was diligent in paying her bills, and was unhappy that she couldn’t pay them anymore. But 24/7 care is expensive – instead of relaxing in her new environment she was constantly worried about paying what she owed for her care, over and above what Medicaid and her insurance covered.

A low point came when I was on the phone for over 54 minutes explaining to several representatives why she would not be able to pay the account. After 45 minutes one representative, politely asked, “Do you mind if I transfer you to the United States?”

I thought, “Please throw me in the briar patch.”

I’m sure she wouldn’t have understood.

My mother is now content, and stress free in her new digs. She enjoys the numerous activities, plays Bingo, reads her large print books, and even gets her hair and nails done regularly.

It makes all the Customer Hassle worthwhile.

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Barbara Blomquist
Barbara Blomquist
Barbara Blomquist is a Naperville resident, wife, mother, quilter, and screenwriter. Contact her at BWBLomquist@aol.com.

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