Automation of Customer Service Gone Bad

Finance | Consumer Issues

Summary. Automation is increasingly replacing human contact in business. Here’s a verified first-hand account of an automated customer service system gone bad.

Wednesday, 10 March 2010

I noticed a $50 charge on my credit card statement with no indication of who had charged the fee other than the words Membership Fee.

So, I wrote to my credit card company, “I notice a membership fee of $50 on my statement this month. Is that an annual

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