Calling customer service: The fury of the 'blind transfer'

Please 'Like' if you can relate.

It happened like this ~

I put my last $2 in cash in the basket at church.

I go to the ATM to get cash for coffee.  It says my ATM card is expired.  Sure enough, I look at it. Expired 2/13 (I don't often take cash out of the ATM but when I do, it's for Dos Equis and coffee. Mostly coffee).

Call bank.  Speak to Zen.

A very un-Zen-like, somewhat circular conversation ensues but it comes down to this: I explain.  She explains.  A new card is being sent to me but in the meantime she will transfer me to the Debit Card department where they will reactivate my current card so I can take cash out.

Transfer.  Claudette picks up.

Claudette knows zilch about the situation (DING DING DING - My and the bank's time is about to be wasted).  A frustrating, somewhat circular conversation ensues but it comes down to this:  I explain (AGAIN). She explains that there is nothing that can be done and I have to wait for my new card.  I ask if we can get Zen back on the line because that's not what Zen said (and I'm feeling less than Zen with every passing minute of this conversation.)
We cannot.  It was a blind transfer.

BLIND TRANSFER.  The bane of a customer's existence.  The tool by which all customer service departments waste the time of their customers as well as their own employees.  The conversation starts from square one.  The conversation is frustratingly familiar.  The conversation goes in circles yet again.  The conversation tortures and torments until the customer finally surrenders and says "Ok, thank you" and hangs up.  Exhale.

I charge $2.27 for cup of coffee on my Amex.


In the spirit of Roses, here's to Amex hotel points.  If nothing else, I'm 2.27 closer to a free night at a Sheraton.

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