The return of customer service?

  I want to relate to you an amazing story of a near-miracle that just happened to me.

It involves a bank, and insurance company and a customer service representative.

The other day I received a letter in the mail from Suntrust Mortgage saying my homeowner’s policy had expired for non-payment. This was most distressing news, since Suntrust itself is supposed to pay the policy premium out of an escrow account held for just such purposes.

I was not happy.

I called the Georgia Farm Bureau, who underwrote said homeowner’s policy, to verify the bad news. My agent said, yes, it had expired because no payment had been received. Thankfully, he said if the bank could overnight a check or if I could come by and pay that afternoon that the policy would be reinstated with no penalty.

I decided to call the bank first and get the 411 on the screw-up. Now, since the bank has gotten bigger it’s not as easy to get a local Suntrust person on the phone as it used to be. So I ended up reluctantly calling the 800 number on the original bad news letter from the bank.

Soon I was talking to a young lady who identified herself as “Charlotte.” I explained my predicament, saying I could go and pay the premium myself that afternoon, but I was curious what was to happen with the money held in escrow that was intended for that payment.

Do I get a refund? Do you reduce my monthly mortgage payment? Do you just hold the money for a rainy day? That’s what I want to know, I told her.

“And you want to find out what happened,” said Charlotte.

I was stunned at this frank, astute and undeniable observation. I had never heard a customer service representative express empathy on this basic level before.

“Yes! Yes. I want to find out what happened,” I said after remembering to breathe again.

Charlotte proceeded to relate how Suntrust had called the Georgia Farm Bureau a couple of times, had trouble getting through, and so had to send the “sorry your insurance has lapsed” letter.

Now here’s where the miracle happened.

Charlotte said, “I can take care of this right now. Would you like to hold for a few minutes while I get the Georgia Farm Bureau on the other line and arrange for us to pay your premium today?”

Would I? Would I?

“Th-th-that would be g-great,” I stammered, thinking for a brief moment that this was some kind of reality TV, “Punk’d by Phone” thing I’d stumbled into.

A few minutes later Charlotte returned to the line, thanked me for holding, and said it had all been taken care of. The payment had been made — while I was on hold — and my homeowner’s policy was back in effect.

Fast, polite and efficient customer service? From a bank? I’m still pinching myself.

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