Last week Jerry Seinfeld performed a killer rant on Jimmy Fallon about the ritual of the Post Master General coming hat-in-hand to congress to close the latest loophole in the postal service budget. The critique of the post office as the public face of government dysfunction is especially spot-on after a week of having my mail service suspended because my mail carrier refuses to get out of his truck when the pile-up of mid-winter snow prevents him from providing drive-through service.
Seinfeld connects antisocial smart phone etiquette with the temptation to treat the listening-back side of conflict resolution as an antiquated nicety that's been marginalized by the self-selecting way we choose not to engage directly in disagreements -- especially when those disagreements may cost lenders and issuers money as well as attention to customers without risk management operations of their own.
The I-could-have-called-you-and-I chose-not-to option is how VISA apparently resolves its one-sided dialoging of credit card disputes these days. Only they don't email or text either. The U.S. postal service is the vehicle of choice for phantom, unilateral negotiations already rigged in favor of the risk management services wing of America's prospering financial services sector -- the same industry that hemorrhages our identities and personal fiscal affects at checkout registers from coast-to-coast.
They rely on the US postal service -- the same channel both clogged and sustained by retailer offers for their plastic. Then the too-big-to-fail folks carve out a tiny window to respond to this post resolution second round of paperwork. I heard a muted apology over the phone last week that this window lasts for ten days. That's almost the duration I've been without mail service during our recent winter storm surge.
Actually, 'tiny' may be too large an opening for what they provide when the consumer doesn't even know that window has been opened, or reopened in this case. That's because in the interest of fairness I asked for one-half of the dispute to be re-credited to my account. After attempting to contact the merchant and filling the necessary paperwork my card issuer, TD Bank did exactly that. Only they put the charges back. An unannounced debit to my account surfaced 10 days ago: the amount of days to resolve a dispute by VISA's watch and four months after I filed my original dispute with the merchant.
In the letter I filed last fall with TD Card Services I documented my communications with ABV Kayak and Excursions on the Riviere Rouge in the town of Grenville, about 50 miles northwest of Montreal near Parc du national Mont Tremblant. The business consists of a website, Facebook page, a school bus, van, some kayaks, crash helmets, paddles, rubber suits, contractor-instructors, and a bucket of suds that the guests use to wash the bodily fluids from the prior wet suit occupants. If you believe the marketing this shadow operation has escorted 150,000 auteur kayakers down river from their rented rec hall in the splendors of the Laurentians since 1981.
When I first contacted the marketing arm, the sales associate informed me that a full day trip would be broken into two parts, with lunch in between. I told her we weren’t sure that we wanted to do a full day of rafting. She assured me that the variety of currents, peak season scenery, and topography would make the full day trip well worth it.
However, when we got there, ABV informed us that the afternoon part would merely duplicate the morning run, and pass the exact same portion of the exact same river as in the morning run. We did not want to do the same trip twice and were mislead by the merchant's misrepresentation that the full day excursion had different morning and afternoon parts.
We took only the morning part of the trip. ABV’s representative asked us to call the office the following Monday, and inform the office staff. He said that ABV Kayak Excursions would refund the unused afternoon portion of our trip, which is $244.23. I did try to reach the ABV office upon return. No one responded, We were mislead into booking a full day excursion, did not in fact take a full day excursion, and do not believe we should have to pay for a full day excursion.
It would appear that TD Bank agreed as well. These were the details that prompted the partial refund. As for putting them back on my card I'll say this: I would answer for the counterclaims that ABV made on its own behalf except that TD Services now refuses to share them with me.
It must be something about the foregone closure of those tiny windows where dispute resolutions tend to dissipate in the bank's favor. I suppose if Seinfeld was mocking the kangaroo court of hearing out its customers, he might say that our credit institutions and banks had come to an executive decision before this dispute ever arose:
"I decided I only want to hear my half of the conversation. This is what I have to say...
I think we're done here."
- Marc Solomon
- attentionSpin is a consulting practice formed in 1990 to create, automate and apply a universal scoring system (“The Biggest Picture”) to brands, celebrities, events and policy issues in the public eye. In the Biggest Picture, attentionSpin applies the principles of market research to the process of media analytics to score the volume and nature of media coverage. The explanatory power of this research model: 1. Allows practitioners to understand the requirements for managing the quality of attention they receive 2. Shows influencers the level of authority they hold in forums where companies, office-seekers, celebrities and experts sell their visions, opinions and skills 3. Creates meaningful standards for measuring the success and failure of campaigns and their connection to marketable assets.