An identity thief robbed Scott’s Bank of America account of $600. Adding to the pain, the bank spun its wheels on offering a refund, bludgeoning him with a $35 overdraft fee.
Scott escaped the trap by appealing to BofA via Twitter, where a customer service rep came to his rescue, hooking him up with a refund, dropping the overdraft charge and coughing up a $100 gift card.
Here’s his original, pre-Twitter message:
It’s now 2 weeks before Christmas and I currently only have enough money to put food on my table. This week I had $635 taken from my account, $35 of which is an “overdraft” fee (money was transferred from my savings the second I determined there were issues). I had never authorized this charge, but customer service’s attitude was to dispute the charge and wait for the lengthy process to get my money back. I have contacted the faulty charger, and am getting my money back, but needed the $35 back from bank of america immediately. They refused, despite the lack of due diligence on their part to ensure the transaction was legitimate in the first place.
And now for his happily ever after postscript:
Brandy of their twitter team went above & beyond in handling my issue and gave me a $100 gift card for the horrible service I received this week, while ensuring those I dealt with earlier in the week got held responsible for the service they gave me. Wish I had dealt with their twitter team first.
If you’ve used social networking to score a customer service victory, share your tale in the comments.