04/10/03
When a number of "convenience" checks were stolen from our
mail box - and the thieves forged and cashed them at local
establishments like Safeway - our credit card company called us for
verification that we had issued the checks. Of course, we immediately
responded that we had never seen the checks - and they were obviously
stolen from our mail. The credit card company placed an immediate
block on any such checks being honored, closed our two credit card
accounts that were involved, and issued new cards with new account
numbers.
End of story? Wrong.
When Safeway received the four "refused" checks they had
received back from the credit card company, they turned the matter
over to their check recovery vender, TeleCheck. Because the checks had
our address on them, we were contacted by mail (it got through this
time) and told we were responsible for the amount of the checks,
$484.71 plus $50.00 in fees.
When we immediately phoned Telecheck. Reaching a real person at
this outfit is almost impossible - but we finally broke through their
phone system's "code" and explained the theft. Telecheck was
not interested in the fact that we were a victim. Even though we gave
them the police report number and the number and contact procedure for
our credit card company, this Gestapo-like organization insisted we
could not clear our record with them unless we sent them an affidavit
from our "bank" and a copy of the police report. After we
mentioned our inclination to initiate legal action against them - we
got a supervisor. She at least said she would document our comments
and threats - but she gave little hope of having the matter
resolved.
When we contacted the Sheriff's Department (Contra Costa County, CA)
for a copy of the police report - they were actually worse. We were
advised that (even though our fax number was given to the officer
taking the report and he suggested we call for a copy - without
mentioning a charge to get it) we would have to drive to a records
office some 10 miles away and pay $15.50 for a copy of our own police
report - this after filing out more paperwork to obtain the copy.
Apparently the police have now found a method to make money off crime
- by fleecing the victims.
The name "convenience check" seemed to be losing all
resemblances to our convenience. Nobody cared that we
were the victims. Worse, it seemed the only "convenience"
afforded was to the thieves!
In total desperation, we called the headquarters for Safeway Stores.
Rather than go on with our commentary - we will let you read the
letter we sent by electronic e-mail to Safeway afterward:
Because of mail theft of
credit card "courtesy" checks and subsequent check
fraud where thieves cashed 4 stolen credit card checks at
Safeway - I was contacted by Telecheck Recovery Services
regarding losses Safeway incurred as a result. Because of
the lengthy and detailed paperwork required by Telecheck
before they would clear my account - and my refusal to go
through all that in that I was the victim - I contacted
Safeway directly.
I called your customer
service number and reached David, after entering my club
card number. David was a "master" of customer
service. He listened - he knew what to do - and he
transferred me to your check collections department. There I
reached Gina Biafore - who so efficiently handled the
clearing of the matter that I am writing this letter to
express my admiration and appreciation for a job well done.
The company I own
specializes in strategic marketing and customer retention. I
know excellence in customer service - and David and Gina
displayed that in every respect.
I regret Safeway fell prey
to thieves, but with such flawless customer service - which
spells customer retention - I am certain Safeway will soon
make up the loss.
You have my allegiance as a
customer, and if there is anything more I can do to help
with any investigation to pursue the thieves, I will be
happy to cooperate.
Very best regards and
thanks ...
William H.
Thompson
Principal
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Here's the e-mail reply we received a few days later on 4/16/03 -
along with a snail-mail letter from Safeway confirming all the checks
had been removed from being our responsibility.
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Dear Mr. Thompson:
Thank you for your recent correspondence
complimenting our associates David and Gina Biafore for your
local Safeway store customer service center and check
services. We appreciate your taking the time to let us know
the outstanding job that they are doing.
We feel fortunate to have associates such as
David and Gina Biafore who are committed to excellent customer
service. Your comments have been sent to the proper
departments, who will be happy to convey your kind words.
We sincerely apologize for any inconvenience
that you have encountered with the theft of your checks.
Please be assured that this issue will be taken care of.
If you would like to discuss this further,
please reply to this email or call our toll free number at
1-877-723-3929 and reference contact I.D. 392xxxx. One of our
associates will be happy to assist you.
Thank you again for your compliment. We
appreciate your business and look forward to seeing you soon.
Thank you for shopping at Safeway.
Sincerely,
Betty Eastep
Customer Service Representative |
Here is a BIG company with 172,000 employees that deals with its
customers - one at a time. Notice the personal care and specificity -
not a form letter. The speed of their responses was also commendable.
Here is a company with very tight margins (over the last 12 moths they
have actually lost $128 million on $32.4 Billion in sales) - but they
are not giving up on customer service. Instead, they have instituted
other cost-saving measures - such as the CEO's compensation and use of
the company airplane.
Will we continue to shop at Safeway? Place yourself in our shoes -
and then decide for yourself.
We politely related to Safeway the treatment we received from
TeleCheck Services, Inc. and recommended they seek a different
recovery service. They seemed appreciative of the information we had
documented for them.
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