Marty, the traveler stranded overseas after his credit cards were stolen and Washington Mutual refused to help him, has a happy update to his blog. The morning after he posted his blog entry, Rosie from WaMu Executive Customer Service called him. She apologized profusely for the poor level of customer service and stepped in to resolve his problem with speed. WaMu removed all the fraudulent charges, save 29 cents.

Every big company has an Executive Response team. Their job is to make negative PR issues disappear. Catch their attention and they may grease your squeaky wheel.

By the way, we just chatted with Vincent Ferrari about this situ. It’ll be up on ISPN Media on Saturday morning at 8am. Take a listen during the cartoon commercials or something. — BEN POPKEN

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Two Years Later, WaMu Unable To ‘Integrate’ Acquired Card Division’s Support System
WaMu Screws Customer Stranded Overseas After Credit Cards Stolen

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