Thursday, September 26, 2013

Two wrongs. You're right.

When my kids get caught doing something wrong or have screwed up, I have this thing that I tell them to do - it's the same thing I was told to do when I was a kid: Admit your mistake and apologize.

Sorry. Begging your pardon. Let's sort it out and we can move on. Let's let bygones be bygones.
But that can only happen when you admit it's your mistake.
Otherwise the 'sorry' could really just mean  "Sorry, I got caught." "Sorry, you're such an arse." "Sorry, I have to spend my time talking to idiots"
My kids are 10 and 6. They understand this. Granted, they don't always live by it, but they understand it, perfectly.

If you follow me on Twitter, firstly thank you you gorgeously foolish thing,  and secondly, you may have noticed that the content of my tweets has included the odd barbed comment to @chasesupport about stuff going on with my bank account.
And I'd like to apologise.
Twitter isn't meant for stuff like that.  It's meant for cheekiness and important news reports.
Everybody's just trying to get through the day dealing with their own fair quota of assholes: bad drivers, wrong bills and annoying wee numpties whose sole purpose seems to be to annoy the Hell out of everybody.
Nobody needs to be brought in to some stinking wee gripe of mine.

BUT when I'm mad about something I talk about it. and I talk and talk until I'm not mad anymore. I think that may be why some of my closest friends are deaf. (True)
So, I figure I'd put it all down in a blog and that way, I'll get it off my chest, and if anyone wants to read it they can, and if they'd prefer to look away and smell some pretty flowers, or notice how blue the sky is today, or marvel at the sheer concept as to how many universes there are out there yet to be explored, then that's totally fine too.

OK, so here goes.

It starts in June 2012. I'm out shopping in LA for a dress.
I remember this for two reasons
1. Because I was shopping for an actual dress rather than jeans, pants or something made of flannelette,
and
2. Because the dress was for the premiere of Brave. I had sorted my kids with suits, my other half was wearing his kilt, so that just left me to be suited and booted. I was stressed.

I had tried on all sorts of stuff to no avail, (pressure) and was, not secretly, cursing the genes that had bestowed me the "child bearing hips" (they had proved useful twice in my life and otherwise were the proverbial pain in the ass.)
Having wandered around the stores most of the morning I found myself in need of a snack and passing a Panda Express (classy right?) decided that this would be the time to try there.
My brother-in-law Eddie, told me once, that whenever he visits the States he likes to go and have a chicken thing at Panda Express. I figure if it works for him it will work for me.  (We are a classy family)
So I ordered something chickeny, paid for it by card, sat down to eat, deciding that maybe I feel about Eddie's chicken stuff, the way that my kids feel about fresh green vegetables.
Anyway, the point is, whilst I was here in LA eating on something chickeny that I'd paid for with my Chasecard, someone had walked in to a branch in Texas, supposedly saying they were me, and had withdrawn thousands of dollars from the very same bank account.

I know. I can't believe there was actually thousands of dollars in our bank account either, it was a fluke, honest. But the point is, someone went into a bank in a completely different part of the country from where I live and withdrew it-  cash first and then a bankers draft.

I know what you're thinking. Chase are a big respectable banking institution, surely they noticed, or maybe called to double check I was me? No.  Not at all. Money gone.
We called the bank to point out there was money missing. They told us, that I had withdrawn it. I had gone all the way to Texas, gone into the branch with my driving license and credit card and cleared out all the money.
Mark and I went into Chase bank here in LA to prove who we were - me breathlessly clutching a Panda Express receipt for sweet and sour chicken balls.
Then I saw the withdrawal slip for the money taken.
Not only did the thief not bother copying my signature, it didn't even look like my name.  In fact, if you had a pet mouse and you dipped its feet in black paint and let it run across a piece of paper...you get the idea.

But the woman (if it was even a woman) supposedly had my driving license and credit card. Yes, but the driving license given was a completely different driving license number from mine and more importantly, a completely different  number from the number Chase have on file as mine.

In short, a person went into a bank of Chase bank in Texas with my bank account number, said they were me, doodled (badly) on a slip of paper, handed over the wrong proof of ID  and the teller cleared out the bank account without a blink of an eye.
The irony being if I went into my own branch - where they know me-  and asked them to give me more than $500 at a time, they'd react like a I wanted a kidney.

(If you're reading this and your name is Lynn Ferguson and you have an account with Chase bank, it's completely understandable to crapping it right now)

So, back to June 2012. the bank 'helped' us change all our bank accounts to different numbers and gave us back our money (which we, pretty much instantly, moved somewhere else for safe keeping).
Though the staff in our branch were embarrassed about how appallingly easy it had been for a complete stranger to clear out our bank account, they did their best not to show it. They told us that "Chase take their security very seriously"
Chase would look into what happened. there'd be an investigation. It wouldn't happen again.
Problem over right? Wrong.

New bank account number. Less than a year later. Repeated $250 charges at Macy's in Texas, (running theme here, right?) supposedly made by me whilst I was using the very same card to buy cupcakes for a school picnic here in LA.

Again WE are have to inform the bank. Chase hadn't noticed. but they do take their security very seriously.

Though they did notice when my husband used his card to buy a a new water heater from Home Depot and denied the payment. That's right, because on Chase banking system, the purchasing of a water heater, in a home improvement store less than 5 miles from your home, is A LOT more suspicious than having a sudden unexpected $750 shopping spree in Macy's in a completely different state, whilst simultaneously grocery shopping in LA.
Chase apologize. They assure me, they take their security very seriously.

So if all this happened then, why am I angry now? Surely, I moved banks or something? I must have done. I mean what idiot would still have an account with a bank after that. Hands up. Yes. That would be me.

So, two weeks ago I get a letter from Chase bank. It tells me they have been informed by the FBI that my bank account details AND my social security number have been discovered as part of a fraud ring that they've just busted. Chase have been advised by the FBI to inform me. And Chase take security....you gottit.
Chase tell me that - despite the fact that it's nothing to do with them and completely and utterly not through any failing on their part, they are willing to put extra security measures in place.
"Extra security measures? Oh why thank you. Surely you put them in place after the Texan cleared out all the cash?..oh you didn't?"

I don't know whether to be flattered or astounded. I've been in the country less than 5 years, have had a social security number less than that and yet here I am, getting a message from the FBI that it's already compromised.
Look at me, Mrs Popular.

But it's nothing to do with Chase apparently. Nothing to do with them that the fraudsters have my social number and my Chase bank account details - but  not any other bank. Chase tell me how bank fraud happens all over the world and just because these criminals obtained all my Chase bank details - TWICE - how can it possible possibly be anything to do with them. They take security so incredibly seriously.

Now I have dealt with quite a few of their staff in customer services and actually they seem like pretty sweet people,  just trying to get on with their day, solve a few problems,  make a living and avoid taking on too big a quota of assholes.
I've also talked a very nice lady from their executive office who looked into the complaint and guess what she discovered?....that's right. Chase. Security. Very seriously.

Except. They don't. Because saying something over and over again doesn't make it true.
(Or else my name would be Mrs Lenny Kravitz  and Wolf Blitzer would really be a wolf.)

The fact is that Chase are so busy posturing about their supposed security, they have no room for accountability at all. When you make yourself blind to the fact that you might have faults, then you never have to look and see.

Just like I was so busy being outraged by Chase, that I started demonstrating on Twitter how it's possible to be passive aggressive in 140 characters - a quality I enjoy as much as ...well as my kids enjoy fresh green vegetables.

You know, it's been a tricky week all round. My 10 year old had to 'fess up that he'd 'omitted' to do a school project that should have been done and he was now in trouble with his teacher.
I told him I was disappointed. that I trusted him and he'd let me down, but I appreciated that he'd 'fessed up.

"I've been an idiot" he says.
"Me too" say I.

And as he sits at one side of the desk doing his school report, I sit at the other changing banks.