By The Numbers: Taking Back What's Ours

">Link

Have you ever felt that you were being screwed over and just had to take it because you knew of no recourse? Have you had something to say to the world, but didn’t think anyone would listen? Have you ever let a wrong go uncorrected because you didn’t think it was a real big deal? Have you ever thought someone else will do something about a problem, so you don’t need to get involved?

If you answered yes to any of the above questions, please tolerate the verbosity of this manifesto and help me take some action.

Approximately 100 people have been reading the articles I’ve published on American Chronicle in the past few weeks. What I would like to know is how many of those readers are fed up with the way they are being treated by corporate and political America? If you are one of those people, these words are intended for you and anyone you know who has had enough!

Have you ever been angered by something that you thought just wasn’t right, but never invested the time or energy to challenge it? Perhaps you were five miles down the road when you realized your double cheeseburger, large order of fries and chocolate shake were actually a regular hamburger, stale order of fries and vanilla shake (McDonalds, Hardee’s, Taco Bell). Maybe you bought a major appliance, extended warranty and all, with the store credit card of a major retailer (Montgomery Wards). When it quit functioning within a year and the retailer had gone out of business, you couldn’t get it serviced and therefore quit making payments. The mark is still on your credit report seven years later.

A couple of my recent experiences are with a bank and a telephone company that I’ll use as examples. I am well aware of the laws regarding libel and will use the names of these companies and stand behind what I write.

AmSouth Bank is where I have a checking account. I also had a savings account and retirement account set up with them until I became victim to their deceptive business practices.

First, I’ll discuss the retirement account. Having recently sold a considerable asset, I wanted to put a little of the profit into an account where I wouldn’t have immediate access to it. I had never saved anything and thought the bank would guide me honestly. I was advised by the helpful banker that a 12-month IRA was just the ticket. I emphasized that I didn’t want to be penalized if I needed to withdraw the funds and he assured me that I would not. I just wouldn’t accrue the maximum interest if I withdrew the funds prior to the 12-month date of maturity, he cheerfully explained. Seven months later, faced with a rather bleak Christmas, I decided to withdraw $500. It was then that I was told there would be a 20 percent penalty I would need to pay the IRS regardless of when I made any deduction. I closed the account.

AmSouth Bank also has a policy of holding my deposited funds for up to ten business days, waiting for the deposited checks to clear. When I inquired as to the criteria used to decide when the funds would become available, I was told it was up to the teller who handled the transaction.

Being a full-time college student relying totally on financial aid from government lenders, many of my financial obligations are dependent on those funds. I receive a check approximately one week prior to the start of classes each semester that is intended to cover housing, meals and text books. Keep in mind these limited funds are provided by and guaranteed by the federal government. When I went to my friendly AmSouth and tried to deposit the check and withdraw enough to pay for my books, I was denied. The funds would be available in ten business days, I was informed. Upon asking to speak to a manager and politely explaining I needed text books for classes that start in five days, it was suggested that I go across the street to the pawnbroker/ bail bondsman/title loan/check cashing service, which charges five percent of the face value of the check, but would gladly cash it. I explained, to no avail, that the reason I had a bank was to avoid those fees. Well that’s the policy of AmSouth Bank, who markets themselves as “the relationship people.”

Why is it that when I buy a piece of lumber at a Home Depot or Lowe’s anywhere in the country and pay with a check, technology allows the funds to be immediately withdrawn from my account, but when I deposit a check drawn on a bank located across the street from AmSouth, it can take up to ten days to clear?

One recent morning before the bank opened, I deposited $450.00 through the Automated Teller Machine (ATM) and then went to the hardware store to purchase some needed materials. About an hour later I paid for the material with my debit card and several days later received notice of a $32 charge being imposed by AmSouth for non-sufficient funds. Upon doing some research I learned the money I deposited did not post to my account until two business days after the deposit was made.

After exhausting all local channels of complaint, I telephoned the toll free Customer Service number and a representative in Florida tried to refund the overdraft charge but told me the computer wouldn’t let him. He didn’t know why. I asked to speak directly to the computer but my request was shunned. I then asked to speak to his supervisor. She confirmed that the ATM records showed my deposit had been posted two days after I made it and instructed me to speak to the Branch Manager to get this cleared up. I explained to the Branch Manager that I felt our “relationship” was being challenged. He refused to even check into my concerns until he wanted to get off the phone. After he agreed to investigate, I had to remind him to take my name and account number. He said he’d call me back and SURPRISE, he never did. I called the customer service supervisor again, who said she’d relay the information to her supervisor and get back to me. I called her again two days later and she said the $32 would be credited to my account but declined to offer an explanation.

I was contacted by the Gallup Poll a few days later. They had been retained by “The Relationship People” at AmSouth to conduct a customer satisfaction survey. Offering the most negative responses I could give, I answered their questions. AmSouth didn’t even contact me to discuss the problems.

It took me more than a week, several phone calls and pure determination to resolve a $32 injustice by an organization that thousands of people trust with their money. As long as they advertise something catchy like “We’re the Relationship Bank,” and tell us they really understand the needs of the community, we buy into it.

I submit that what they bank on, is that most people won’t follow through for a measly $32. I only did because I was FED UP! My guess is that there are many people that accept the explanation, “that’s just our policy” or “the computer won’t let me do it.”

When I multiply $32 by possibly 5,000 accounts, five days a week, 52 weeks a year, that adds up to 41.6 million dollars a year! The saddest part of this situation is that most banks are doing this exact thing every day to millions of people… and we let them!

When asked by one of my professors to define communication, I said something like, “the act of expressing thoughts, wants and needs between two or more beings, through the use of verbal and non-verbal symbols.” This brings me to a recent situation involving my local telephone service provider, BellSouth, a leader in the communications industry.

Being a financially strapped student, I declined long distance calling capabilities on my phone service. Upon conducting a job search that included opportunities throughout the state of Tennessee, I called BellSouth to inquire about extended area calling capabilities. After maneuvering through the gauntlet of button pushing which is designed to keep me from speaking to anyone with a pulse, I finally spoke to a friendly young man who told me the service I was looking for was available for an additional fee of $15. I asked what the calling area consisted of and was told, “Pretty much all of Tennessee.” I agreed to get the additional service. When I tried to call a colleague in Jackson, Tennessee (west) two days later, I couldn’t. The next day I called Chattanooga (south central) to confirm an appointment and couldn’t complete the call. Just out of curiosity, I called Nashville (40 miles north of me) and actually got through.

My next call was to BellSouth and the inevitable obstacle course of automated assistance required to access a human. After finally being placed on hold for the next available customer service representative, the ads started to ensure me BellSouth was working hard to satisfy their customers. After about five minutes on hold listening to how important my call was to them, a computer generated voice informed me my call may monitored for quality assurance. In another moment a person speaking broken English requested lots of information to prove I was me and then asked how she could be of service.

As I marveled at how diplomatic I remained while explaining the above situation, the person on the other end of the line listened. She then informed me that the plan I upgraded to included access to only a small portion of Tennessee. I explained that was not what I was told previously when I agreed to the plan. I emphasized that my main purpose of inquiry to the upgrade was so I could call throughout the state and the person I had spoken to was very well of that. I was then told I must have misunderstood and that I was mistaken. So much for the customer always being right! I made an honest effort to stress how upset I was that I had been lied to and was reminded that it was only $15 a month more and I could call some areas of Tennessee. I then realized I was speaking to a scripted humanoid and asked to speak to a supervisor. There was not one available, but I was assured one would get back to me as soon as possible. That didn’t happen.

I tried to find another phone company that would provide both long distance and local service. Eventually I found a company that invited me to “join the revolution.” Vonage broadband phone service offered unlimited free calling locally and anywhere in the U. S., Puerto Rico and Canada, and would come to me in the same fashion as my cable TV and internet. The price was half of what I was being charged by BellSouth and recent FCC legislation made it possible for me to retain my current phone number.

Well now I receive two phone bills. BellSouth can’t find the request from Vonage to transfer my number and if I disconnect my BellSouth service without the transfer going through, I lose all rights to my phone number. BellSouth is hijacking me for $58.24 this month, more than twice what Vonage is charging for their service, and if I refuse to pay, my credit will be affected.

To keep me happy, Vonage has credited my account for two months service, but that doesn’t address the fleecing of the consumer by BellSouth. Once again, let’s do the math. Guessing that two thousand people run into this each month, the net profit to BellSouth is $1,397,760.00 per year… and it comes out of our pockets!

As is evidenced by the fictional numbers I’ve used to make my point, the small amounts that seem unworthy of raising hell over can be significant. It’s no different than the gradual erosion of our constitutionally guaranteed rights by items such as The Patriot Act.

Nonetheless, each of us individual consumers, when viewed collectively, can be a significant and powerful force. In order to be seen as one, however, we need to unite. Individually, we can’t compete with the money, power and influences wielded by the offenders and are therefore at the mercy of a government out of control and a corporate environment that has too much control.

I recall when there were laws against deceptive advertising and those laws were enforced. Corporations, politicians, the media and public relations practitioners are no longer guided by truth and ethical canons. They’ve abused and misused the trust that we place in them and are all too aware of our gullibility.

I’ve always said that if I were independently wealthy and had the means, I would buy national prime time advertisements and full page newspaper ads highlighting these corporate and political wrongs being committed against society. I don’t, but I do believe there are a lot more of us than there are of them and the answers are out there. I’ve chosen public relations and communications as areas to study, with the optimistic faith that I can make changes.

I’m inviting anyone reading this to visit http://www.usthepeople.blogspot.com/ and share with myself and others comments and suggestions on how to effectively deal with these types of problems. E-mail this article to a friend whose rights have been trampled on. Show it to a co-worker who feels helpless in their ability to right a wrong.

The UNITED States was founded by the silent minority getting fed up, joining together, and taking action. No matter how insignificant the issue seems to be, it needs to be confronted and dealt with intelligently and passionately. This can only be done by us, the people.

I have a worked in journalism, broadcasting, advertising, public relations, fiber-optic network construction, painting and bartending. I am currently finishing the studies required to earn a Bachelor of Science degree in Public Relations. I have focused my studies on Communications Theory, Communications Law, Public Relations Ethics, Mass Media Effects and Media and Society. I think these credentials qualify me to make a difference. Will you join me?