Baker posted a link on his Google+ profile to this CNN Money article. Denise Townley received a letter from Discover Card less than two weeks after her mother had passed away seeking to settle her mother's debts. It would be an understatement to say that Ms. Townley wasn't pleased by this behavior. The Discover letter did include condolences, but it's unlikely that the letter would have been well-received even with a personal note from the CEO.
I commented on Baker's post that I was surprised that Discover waited that long to contact them. (Perhaps they didn't wait at all regardless.)
Businesses owe your heirs no special consideration
My grandfather died a few years ago. It was very shortly afterwards that the agent for his homeowner's insurance policy called my mother to inform her that the premiums would increase because it was now a vacant home. My mother gave the agent an earful (she had grown up with him), saying that he had been a good customer for decades and that they were canning his policy before he was ground temperature. The agent gave her a sympathetic ear, but the risk to the property does go up if no one is living there, and hence the premiums should go up.
Business relationships are just that: business. It's nothing personal. And that's just why situations like what Ms. Townley experiences leave a bad taste in people's mouths: there sometimes is almost no personal touch that's expressed.
But when a customer outcome (how's that for a business euphemism!) severs the relationship with the business, it would be unwise for the business to continue on as if nothing had happened. In the case of my grandfather's insurance company, they'd be taking a risk that's not adequately compensated for the premium. In the case of banks seeking to settle credit accounts with the heirs of deceased cardholders, they only have a short window anyway to recoup anything at all. If they wait around until the heirs have grieved, then (a) the heirs still won't want to pay the deceased's credit card bills and (b) there may be no money left in the estate to pay them with anyway. It's the quick creditors that get their money, not the considerate ones.
It's a matter of legacy and preparation
To be fair, I've been caught on the receiving end of “businesses just taking care of business” (though thankfully I haven't had to deal full bore with a death in the family yet). Even the act of changing your address disrupts things. I've missed bills, missed deadlines, and gotten nastygrams because I didn't update my address with everyone I did business with. Businesses didn't really care that I had other stuff going on when I moved. All they cared about was their business. And frankly, that's how it should be.
So, I've gotten better at preparing for things that might disrupt payments, cause cancellation of services, or otherwise be inconvenient. Businesses expect me to pay my bills.
Likewise, when the ultimate disruption comes (death) how I've prepared my estate and finances will reflect on my legacy. If I have things in order, my heirs will indeed have time to grieve, rejoice, whatever. 🙂 If I don't, then it will be a nightmare for them. They might be tracking stuff down. Or they might be getting harassing phone calls from banks about my debts.
In any case, it's up to me whether my heirs are leaving flowers at my grave or spitting on it. My creditors won't care one way or the other.
Although I am not expecting sympathy from the various companies, they could handle it better than this. A little superficial caring would not hurt.
My husband passed away three months ago (suicide), leaving a balance on his Discover Card (in his name only). I received their letter soon after, and someone from their probate department called my home *daily* for 4 to 6 weeks after the letter came. He didn’t leave enough personal property to bother with probate, according to our state laws (just an old pickup truck and broken down motorcycle). So, there is *no* estate being probated and *no* money going to Discover Card. He also left our two college sons financially struggling through school. They are higher on my priority list than Discover is. Sorry Discover Card, but you were rather rude.
That really stinks. I can’t stand such cold-hearted practices.
I say that realizing, though, that business is business. Best to keep that in mind at all times, even if some of us personally don’t take that type of approach.
Speaking of business, it might be good business for some of these companies to avoid such aggressive “all business” tactics. Can’t be good to be portrayed as being heartless, right?
I just read something the other day on The Consumerist about a lady who was called 48 times during her husband’s wake by Bank of America. She was mortified as the guests could hear the messages being left on her machine. I’m sure they didn’t know what bad timing it was, but it’s still no excuse for that many calls.
Sure, it’s just business, but it’s *good* business to have personal touch, especially in terms of customer service. My guess is that the insurance agent won’t get a good word-of-mouth recommendation.
I agree with centavos, a business can be a good business with personal touch. And agree to your ending sentences that we need make sure heirs are not getting our debts.
Although no one likes to think about death or their loved ones dying, it is part of life and you make a good point about taking care of business so your survivors aren’t left with a mess.
No one wants to deal with money matters when a loved one is lost, but unfortunately it can’t be avoided. We just have to try to be prepared as best we can so when the unfortunate happens our families are protected. -Sydney
This is a sad post! Its true that businesses don’t care or most of the time, don’t know whats going on. We had citicard call 6 times in 1 day
The only business I know who cares when you are mourning are funeral service business. Of course they should, they will be earning money from the death of your beloved.
Well, as we’ve been reminded of so much recently, businesses are people. So, people should know to be humane. It doesn’t take much to extend a kind word but you have to see for one moment beyond your own selfish desires. I can’t believe your grandfather’s insurance agent. At least your mom took care of him. I think people reminding businesses that you are mourning might lead to more understanding.