Remember last week I told you I got a How Did I Do email from a Citibank teller? An email that sent me through the roof?
On Friday my caller ID said Citibank, the local 234 phone number so I picked it up ass-u-ming it was the Manager.
There was a gentleman on the phone with a heavy accent and here’s where the comedy routine Who’s On First began.
Me: Are you calling about the email I got
Me: Are you the manager?
He: I see you have a home equity line of credit and....
Me: Wait, what? Who are you and why are you calling me?
He: I wanted to talk to you about your accounts with us.
Me: Do you know me? Have I worked with you? Are you personally familiar with my accounts?
He: No, but.
Me: Is your manager there right now. May I speak to him/her?
He: Unfortunately, neither Manager is here today.
Me: Will you ask him/her to call me Monday please.
He: Yes, goodbye.
Fast forward to today, about fifteen minutes ago. The same Citibank 234 caller ID. I answer and lo and behold, The Manager. Ta daaaaaa.
She started by apologizing for the two contacts but I told her I wanted to know HOW it happens. Specifically how did the teller decide to reach out. How did she get my personal email address?
The manager said that in cashing a check I had to swipe my Citi debit card which opens up everything about me known to Citibank. I said, I understand that, but get me to Point B. So the teller sees my information and right then and there she decides she wants to follow up with me and captures me email address in a separate screen or writes it down? The manager said the teller can toggle between screens and she can add my email to her email address book to note to follow up with me. Whoa. The teller can do that?? That’s not a good thing.
I asked the manager how many people that teller wrote to and how she decided I was a candidate. The manager assured me there was no malice intended and I said, yes, I know that, but you are missing the point. Why should I be happy that a teller has captured my email address to ask me how she was doing when she gets paid to do what she did???? She shouldn’t need ME to tell her she did a great job cashing my check. Had she not done her job, I wouldn’t have left the bank with cash in hand. So right then and there, she did her job just fine. Right?
We talked for a long time, about where the okay directive comes from, above obviously, corporate Citi says its okay for tellers to reach out.
The manager noted I’ve been a client for over 26 years and when she said that I told her that reason alone should have flagged the teller NOT to contact me. She should have seen I’m a client of long-standing and figured I am satisfied. Maybe maybe, if I am new to Citi, the teller could cultivate a relationship. The manager agreed with me.
So now that I’ve voiced my objections, my status is Do Not Contact, but shouldn’t that be the default for EVERY client, unless a client otherwise so chooses to be contacted?? I think so.
It was a very pleasant conversation and the manager said she too is tired of being bombarded by surveys and How Did I do How emails.
What did I accomplish? Not much other than for myself. I was The Fearless Girl today, then ask me what I think of the eponymous statue on Wall Street. Hint: I think it’s a stunt gone wrong.