Direct Merchant Bank - Where does the RUDENESS stop?

# 21 for May 17, 2002

Complaints.com received the following consumer message on May 16, 2002:

From: Silky [Email User]

RE: Direct Merchant Bank - Where does the RUDENESS stop? {The quotes here aren't exact, but accurately represent their essence.} Dear readers, For a few days, I've been getting phone calls which, when answered, simply ring on the other end. I hadn't bothered to stay on the line long enough to wait for an answer...after all, they called ME. I figured it was just another telemarketer anyway. I was finally irritated enough to investigate my caller ID box and I dialed the number. After waiting quite a while for a human, I was put on hold and eventually greeted by "What is your name?"

Seeing as how I didn't even know who I was calling at this point, I declined to give any information. Upon my third inquiry as to what business she was representing, she seemingly reluctantly told me she was with Direct Merchant Bank's card member "services", and I use that term quite loosely. I asked why I would be getting several calls a day from their phone number (800)435-1415 and she replied that she had no idea until I gave her my name and phone number. I replied, "You already have it; you've been calling me several times a day for several days." That, evidently, wouldn't do. I asked to speak to a supervisor and was put on hold for 6 minutes. The supervisor, Rema Jenkins, didn't hesitate to become loud, hostile, confrontational, threatening and belittling even as I maintained composure. She refused to explain why I'd be getting these phone calls without me giving her my name and address. I again refused until she could explain why a human couldn't call me if there was a problem with my account, then asked to speak to her manager. She said, "I'm not going to allow you to speak to ANYbody if you don't give me your information!" Finally, I said that I'd call the bank directly (800 379-7999) and deal with the problem. (In fact, I was already aware that my payment was 2 weeks late and called them yesterday explaining that I'd be paying online today.) I also mentioned that I'd be posting my experience on every applicable consumer oriented website detailing the conversation with her, at which point Rema Jenkins told me she would be contacting her attorney to sue me.

Though I honestly don't expect results, I believe at minimum that a documented apology is due me for the substantially unprofessional customer service I received. Direct Merchant's customer service email address is: Email User Complaints.com staff, please forward this email appropriately.

Thank you,

Sandra Tambini

(soon to be a FORMER Direct Merchant cardholder)