ME: I sent my check six days before it was due and you charged me a late fee. What's up with that?
THEM: Well, really it was only five working days
[Note from me: well, really not because the USPS actually works on Saturday].
THEM: And, plus, it takes six to eight working days for your payment to get to us.
ME: It takes six to eight working days for mail to get from Iowa to Missouri?
THEM: Yes.
ME: You've got to be kidding me.
THEM: Oh no, it's totally true.
ME: If I send mail to a person's house in St. Louis it takes, like, two to three days.
THEM: Well, it takes six to eight days to get to us.
ME: So, do you, like, let it sit around in a room for four or five days?
THEM: Absolutely not. It takes six to eight days to be delivered to us.
ME: So it takes longer to deliver mail to a business than to a residence?
THEM: Apparently [No, really, she actually said this part]
ME: How would I know this totally out-of-whack and unpredictable thing?
THEM: You should call us and ask us.
ME: Why would I expect mail to you to be totally out of whack with the entire rest of the world and therefore know that I should call you and ask you how totally out of whack your mail delivery is?
THEM: Well, you should pay over the phone or online.
ME: I can't pay online because your webpage is totally hosed up.
THEM: That's a feature. It's for your security.
ME: Well, it's totally working.
To her credit she was a) reasonably nice to me the whole time even when I was laughing at her mail delivery statistics and b) agreed to waive the late fee--just this one time, you understand because now I totally know that it takes days and days for mail to travel to St. Louis.
I find this most frustrating because this is my credit union credit card and my credit union used to have the Best Credit Card Ever. It had no rewards, no special promotions, no cool shiny things. It also was not trying to make all its money off charging me stupid and outrageous fees, messing with the due date (the current credit card people change the billing due date every single month). It was a low interest credit card that let me charge things and pay for them at the end of the month. It had grace periods for paying and months with no payment and a simple clear bill. It was 950 times better than any other credit card I ever had and I loved it. That credit card was all about the customer and not all about the money that can be made off the customer, like every other credit card on Earth.
When I told the credit union (which I like very very much except for this credit card thing) how much I loved the old card and how much I don't love the new card, they said--well other people wanted rewards and therefore were not happy with the old card. I said, yeah, it didn't occur to me that I needed to call you up and tell you how much I loved my old card and now it's too late :-(
So, the lesson here is that if some organization is doing something you really like, call them right now and tell them you really like it--because some idiot is out there at this very moment complaining about it and if you're not careful you too could be having conversations like the one above.