You may have surmised from my last post that I am a little on edge lately. Which means that it is very easy for me to go from pleasant to full-on CRAB in about six seconds. And nothing pushes me right over the edge into crab-infested waters than rules that are absolutely stupid.
Listen, I LOVE rules! I am a Rule Follower! Rules are presumably there for a reason, and exist because someone took a careful, thoughtful look at a given situation and decided there needed to be some sort of boundary or regulation. Hopefully to PROTECT people or property or freedom or whatever it is the rules are serving. Rules are generally good, and I like to do what I’m told and I get panicky when I accidentally break a rule and I get very indignant indeed if someone else breaks a rule. Go, rules! That is my motto.
AND YET.
Some rules are stupid.
We took out a loan a few years ago. The lending bank required us to set up a special account they would use as collateral against the loan. We cannot access this account – it is our money, sitting there, waiting for us to pay off the loan. (Or, I guess, default on the loan, in which case it would belong to the bank.) (We have no intention of defaulting on the loan.) We have no checks for this account. We have no debit or credit card associated with this account. We can check on the balance of the account online, but we can neither add to nor subtract from the account. It’s just money, in limbo, for the life of the loan. Other relevant information: The bank itself is in a part of town neither my husband nor I ever visit. We do not have other accounts through this bank. And its other branches are in cities at least a thirty minute drive away from our home.
Each year, around this time, we get a statement from the bank that says we are being charged an inactive fee.
Of course the account is inactive. It is, by its very nature, supposed to be inactive. And yet we get charged for it.
This is an example of a stupid rule.
This year, as I have the previous two years, I called the bank. This year, as I have the previous two years, I explained the situation and asked if there was anything they could do about it. Could they rename/reframe the account, so that the inactive fee would no longer come up? Could they put a note on our account, saying we are exempt from the inactive fee, and have someone manually remove it? Could they have a bank manager put a standing item on her calendar to remove the inactive fee next time it pops up?
No, is the blanket answer. The ONLY WAY to avoid the inactive fee is to go into the bank, in person, and deposit something. Even $5 or $10 would do it, they say, as though this helps.
That is ridiculous, say I. I do not want to ADD money to this money that we cannot access. Why would I do that? If I put $5 into the account, I will not see it for several years, until the end of the loan. Yes, it is only $5, but for tightwad’s sake, it is still $5!
There is nothing we can do, the bank says.
You can at least refund the inactive fees that have already been charged against my account, I say.
Okay, they agree, we will do that.
I know this is not YOUR fault, I tell the person I am speaking to. I try a laugh. But you must understand how frustrating this is. WHY is this a rule?
Well, maybe there is a federal regulation that requires it? they say. They don’t KNOW, they are just guessing. (Which means that maybe if they dig a little, they could find a solution.) Or maybe it is because we want to maintain a relationship with our customers, you know, just make sure everything is okay?
WHAT ABOUT THE RELATIONSHIP WHERE WE PAY BACK THE LOAN EVERY MONTH?
Do you know where our nearest branch is? they ask.
Yes, I say. But it is nowhere near where we work, live, or shop. It is completely out of the way. It would be very inconvenient to have to reroute our lives to go to this bank for this incredibly ridiculous reason.
Perhaps you don’t know about our other branches? They are in [location 30 minutes away] and [location 45 minutes away].
Infinite screaming.
Listen. LISTEN. I get that this is a very silly problem. Very. Silly. So what if the bank is not conveniently located. I should be able to get myself over there once a year and deposit $5 into this stupid account.
But the rule is STUPID. The blood pressure propelling kind of stupid. The kind of rule that probably fits 99.9% of all cases… but needs an exception for that teeny percentage of cases where it makes absolutely no sense.
Speaking of exceptions.
Another thing that really herbs my seafood is when there are rules… but they are followed arbitrarily! (Arbitrarily, as opposed to for a reasonable reason.)
This weekend, a checker at Target double charged me for toilet paper. (Side gripe: The reason I did not notice that I was overcharged while I was at the STORE is that my Target has made it nearly impossible to watch the computer as your items are scanned. The computer faces the checker, not the customer. So you have to stand way back away from the credit card machine, by the conveyor belt, and watch the computer to make sure you’re getting the correct prices. This is not always easy to do, Internet! Especially when Carla thinks she is “helping” by putting items on the belt that may have already been scanned. Plus, it means that I am blocking the way for the next customer to put their items on the conveyor belt. And if I forget to stand there and watch the computer from my belt-blocking vantage point, and go up to the credit card machine, I am out of luck! Who knows what I bought at what prices. (And you KNOW there are mistakes. There’s almost always an instance of something having a for-sale sticker on the floor and then ringing up at $0.25 more. If my eyes aren’t glued to the screen, I will miss out on that whole quarter!) (WORSE YET: the credit card machine does not even display the amount you are being asked to pay!!!!!! The checker has to say it to you, in a loud and clear enough voice for you to hear over your bored and gum-requesting and dangling-precariously-off-the-handle-of-the-shopping-cart six-year-old. THIS IS MADNESS!!!!!!)
Usually, if I get home and see that I’ve been overcharged, I am annoyed but feel like, okay, whatever, it probably all evens out at some point. But this was a $12.99 mistake in Target’s favor, and Target seems to be getting on just fine, and $12.99 is NOT insignificant.
So I called Target and told them about the error and asked if there was anything they could do. The person on the phone said yes, I had to come back to the store and someone would review my purchase. (I assume that means someone would look at my receipt against video of my actual transaction, which makes me feel really squicked out, but whatever, we are all being tracked at all times anyway.) It was worth it to me to drive back to Target for $12.99 (plus, of course, we had forgotten three things at Target so I needed to buy those anyway), so I drove to Target, stood in the Customer Service line, and told the checker my problem and what the phone person had said.
And the checker said, in a very this-is-your-own-damn-fault kind of tone, “Well, usually we would just refund you. But since you called and they said you needed to have it reviewed, I’ll have to find my manager and get someone to review it.” The checker’s tone and body language and facial expression were all conveying that a) it was hugely inconvenient to have to get his manager and b) I was being really dumb for going through some whole big rigamarole instead of just getting the refund, as though I knew I had a choice.
But… what? Either you review a mistake like the one on my receipt or you don’t, right? It shouldn’t be at the WHIM of the person I spoke to about the mistake.
I had come in prepared to have someone review my purchase, so that’s what I did. I stood there near the carts and waited patiently as the checker found a manager and the manager asked me what was going on and then took my receipt to the security office and then came back and asked me which item was double charged and then left again. I waited for twenty or so minutes, and as the time ticked down, I ticked off because it SOUNDED LIKE I could have simply brought my receipt in, gotten an immediate refund of the double charge, and then gone home (well, after procuring my three forgotten items, of course) instead of standing around in a busy Target trying to look pleasant and not sketchy or increasingly irritated by the long and seemingly unnecessary wait.
My husband very reasonably said that it’s in Target’s best interests to make it at least a little bit difficult to claim an error on a receipt. I agree; of course I do. If you could just go in and say, “I bought one giant television set but was charged for two” and get your $300 refund right away with no double checking that you actually did buy only one giant TV… well, I can see how that could put Target in a tricky position. So perhaps the rule makes sense. Especially for large claims.
But… WHY is there a rule if you are only going to follow it sometimes? Yes, yes, yes, I understand that there are always going to be exceptions! But those should be, you know, the exception, and not a regular bending of a rule. If a rule can be bent that often, IT SHOULD NOT BE A RULE.
Maybe the checker who was so cavalier about refunds is unaware of a price threshold for correcting mistakes. That would make sense. Maybe anything under $10 is just an immediate refund, but anything over $10 has to be backed up by video proof. I don’t know. I recognize that I may be annoyed for NO REASON, or annoyed simply because of the APPEARANCE of arbitrary rule following, and yet I. Am. Still. Annoyed.
I am feeling riled up enough that I may need to take it out via Strongly Worded Letter.
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