Or is that earth-shaking?
Last night at 00:54 on the clock (because I looked!), Ashley & I were woken up by a little rumble, and the sound of things on hooks clinking against the walls. My first thought? Earthquake. My second thought? Don't be silly - England doesn't have earthquakes. It must've been a really large truck or something going by (not that I heard the noise of a truck - but still, it seemed to make more sense than an earthquake.)
But as I always say - stick with your instinct, go with that first thought. Turns out England did indeed have its biggest earthquake for 25 years. And despite it happening about 160 miles away, we can vouch for the fact it was definitely felt in London!
Wednesday, 27 February 2008
Friday, 15 February 2008
Citibank? Yep, still sucking...
When last we left our heroine (?) it had been 24 hours, several phone calls & still no access to her account.
Well friends, it's now been 48 hours and -- surprise, surprise -- still no account.
But yesterday did bring a few more twists & turns in the grand Citibank Adventure.
Just to remind you, when I called yesterday morning, I was promised a call 'by the end of the day'. Of course, I foolishly took 'call' to mean 'account open with money in it'.
Unable to wait, I checked my account around 2 pm... silly me -- 2 pm is NOT end of day. Of course my account wasn't open! With a little time on my hands (work's been a bit slow for a change), I did a little digging and found the names of the heads of the UK retail banking operation, Messrs. Kerr and van der Meer. And a little more digging gave me a good steer towards their likely e-mail addresses. SO, e-mail them I did. (hmm - am I straying into grumpy old woman territory here? I think I have the right to be in this case!)
I was quite measured in my letter, and didn't make crazy demands or accusations -- but simply (and more briefly than in this blog!) detailed the poor service I'd received, and my hope that by providing feedback, at least perhaps they might change some processes and perhaps others wouldn't have such an absolutely horrid time...
And then I got back to checking for my still non-existent account.
Hmm - what exactly constitutes 'end of day'? Surely 5 pm is end-of-day-ish? And yet -- no call. And of course, still no account showing online, and still no money.
So back on the phone, back on hold, and back to the promises. 'Yes, your account has been activated, and I can see your account has been credited the £800+-- however it's not yet accessible. A supervisor will call you later.' Really? A supervisor will call me later?? That makes me feel so much better!
And then, shock of shocks, 15 minutes later my phone did indeed ring!! And I was speaking not with Call Centre Supervisor # 6, but in fact Mr van der Meer. Yes, the same head of UK retail banking I'd sent my complaining e-mail to 3 hours earlier. He apologised profusely, and said he'd reviewed my file, and it sounded like I'd had an incredibly poor experience, and he would be calling the head of that call centre, and they'd look at their processes, and he definitely appreciated my feedback, and assured me that they care about my customers, and did I feel confident that my account was being taken care of. Um, well, I'm not sure. It looks like progress is being made -- but I STILL DON'T HAVE MY MONEY.
And yet, it worked. I was quite impressed he took the time to call, and actually a bit charmed and my rant softened slightly. And this was followed about an hour later by another phonecall, this time from yet another call centre supervisor, who promised me my account would be open this morning. Oh, and of course, a promise of a call on said morning to let me know that my account was indeed open.
And so, gentle reader, I told my slightly mollified self that if indeed my account was open this morning, I'd stick by Citibank for at least a little longer. Thank you Mr van der Meer for restoring my faith in Citibank's customer service.
Er - wait - I take that back. Because it's 10:30 (that's morning, right? Or do I need to wait until noon to be truly hacked off?) and STILL NO MONEY. So, Mr van der Meer, good try, thanks for the call, but not quite good enough.
Now the big question (after 'when do I get my money back') has to be 'which bank do I switch to?' I think First Direct just got another customer!
Well friends, it's now been 48 hours and -- surprise, surprise -- still no account.
But yesterday did bring a few more twists & turns in the grand Citibank Adventure.
Just to remind you, when I called yesterday morning, I was promised a call 'by the end of the day'. Of course, I foolishly took 'call' to mean 'account open with money in it'.
Unable to wait, I checked my account around 2 pm... silly me -- 2 pm is NOT end of day. Of course my account wasn't open! With a little time on my hands (work's been a bit slow for a change), I did a little digging and found the names of the heads of the UK retail banking operation, Messrs. Kerr and van der Meer. And a little more digging gave me a good steer towards their likely e-mail addresses. SO, e-mail them I did. (hmm - am I straying into grumpy old woman territory here? I think I have the right to be in this case!)
I was quite measured in my letter, and didn't make crazy demands or accusations -- but simply (and more briefly than in this blog!) detailed the poor service I'd received, and my hope that by providing feedback, at least perhaps they might change some processes and perhaps others wouldn't have such an absolutely horrid time...
And then I got back to checking for my still non-existent account.
Hmm - what exactly constitutes 'end of day'? Surely 5 pm is end-of-day-ish? And yet -- no call. And of course, still no account showing online, and still no money.
So back on the phone, back on hold, and back to the promises. 'Yes, your account has been activated, and I can see your account has been credited the £800+-- however it's not yet accessible. A supervisor will call you later.' Really? A supervisor will call me later?? That makes me feel so much better!
And then, shock of shocks, 15 minutes later my phone did indeed ring!! And I was speaking not with Call Centre Supervisor # 6, but in fact Mr van der Meer. Yes, the same head of UK retail banking I'd sent my complaining e-mail to 3 hours earlier. He apologised profusely, and said he'd reviewed my file, and it sounded like I'd had an incredibly poor experience, and he would be calling the head of that call centre, and they'd look at their processes, and he definitely appreciated my feedback, and assured me that they care about my customers, and did I feel confident that my account was being taken care of. Um, well, I'm not sure. It looks like progress is being made -- but I STILL DON'T HAVE MY MONEY.
And yet, it worked. I was quite impressed he took the time to call, and actually a bit charmed and my rant softened slightly. And this was followed about an hour later by another phonecall, this time from yet another call centre supervisor, who promised me my account would be open this morning. Oh, and of course, a promise of a call on said morning to let me know that my account was indeed open.
And so, gentle reader, I told my slightly mollified self that if indeed my account was open this morning, I'd stick by Citibank for at least a little longer. Thank you Mr van der Meer for restoring my faith in Citibank's customer service.
Er - wait - I take that back. Because it's 10:30 (that's morning, right? Or do I need to wait until noon to be truly hacked off?) and STILL NO MONEY. So, Mr van der Meer, good try, thanks for the call, but not quite good enough.
Now the big question (after 'when do I get my money back') has to be 'which bank do I switch to?' I think First Direct just got another customer!
Thursday, 14 February 2008
Citibank Sucks
So, yesterday morning, like so many mornings, I stop by the ATM machine for a little cash for the week. And get a 'sorry we can't help you - please contact your bank' message. Thinking it was a simple computer error, I try again - same result.
Hmm. Strange. But at least I had enough for a Starbucks, so hey - not such a bad start to the day. Until of course I checked online -- and not only was cash not available from the ATM, cash wasn't available. Period. My UK Sterling account had completely and utterly disappeared from existence -- including the £800+ it held. The only thing showing was my zero-balance US $ account that I'd tried to close 2 weeks previously. Hmm. Curiouser and curiouser...
Straight on to the phone I go... and after the whole 'enter your account number - enter your PIN - press 1 2 3, etc' (*0 to customer service works every time!), then a little hold music, I was on the phone to customer service rep #1 - time, 9:04 a.m. 'I'm so sorry there's a been a problem. Did you request for your dollar account be closed on 30 Jan?'
'Er, yes, that's why I took the balance to zero.'
'Can you hold please?'
10 minutes later... 'Well, it seems there's been a technical error, and your sterling account was closed instead. We're so sorry.'
'Um - why would I have asked to close an account with money in it? Can you just re-activate it, and give me access to my account and cash again?'
'I'm so sorry - a supervisor will call you in no more than an hour and will have a resolution to this'.
'Er, ok -- but the only resolution I want is my account open and money back in it.'
Well, 10:30 came, and no call -- so, of course I called back. After more 'press 1's and more hold music, and re-explaining the issue, I was assured by CSR #2 that a supervisor would call me in 15 minutes.
At 11:30 -- I'm sure you can see where this is going -- I'd still not been called back by the mysterious supervisor, so once again I went through the lengthy dialing process. And was promised by CSR #3 a supervisor would call me within a half-hour. But a-ha -- I said 'No, I don't believe you, why should I? I will hold here until you put a supervisor on the line.' And hold I did, until the line went dead about 10 minutes later. But I would not be thwarted, and called back. Again. And held. Again. Until I finally talked to -- after explaining the story again to CSR #4 -- yay, a supervisor! Who told me that they were working on reactivating my account as a highest priority, and it should be sorted by the end of the day, and someone would call me by 4:30.
A happy ending? I'm sure it comes as no surprise that no one had called by 5, and when I checked in with friendly CSR #5, I was told definitely that I'd be called by 5:30.
And, at 6:38, on my way out to client drinks with empty wallet and non-working debit card... my phone actually rang. 'Hello, this is Citibank. We have a note here you asked for a supervisor to call you?'
'No, actually, I asked for the mistake to be fixed and my account to be opened and my cash to be returned.'
'OK, yes, we're sorry for the error. I'm calling to tell you your account has been reactivated.'
'Great, excellent, thank you. So when I get out of this cab, I can go get cash out of an ATM?'
'Are you talking about your overdraft? That will be sorted tomorrow'
'No, I'm not talking about an overdraft, I'm talking about my account. You know, my cash. You know, the £800+ that was there.'
'Oh no, your account balance is zero. When your account was closed. and I know this was our error, you were sent a bankers draft for the balance. You should receive that in the next few days'.
Grrr.... I explained I don't want a cheque that I'll then have to deposit somewhere, (and if that somewhere is citibank, that will take a few days, as there are only 3 branches in London). What I WANT is for the situation to return to what it was a few days ago -- money in my activated account, accessible online and/or through an ATM machine.
After more apologies, and more being told my matter was a priority, I was told it would be sorted by this morning.
I'm sure I don't need to tell you that... it's NOT. Latest update -- 'We're making this our highest priority, usually it would take much longer to re-open an account, but as this is our error, we're speeding up the process. But there are steps we have to go through, I'm so sorry. Someone will call you by the end of the day.'
SO -- Citibank makes an error, I spend hours on hold and out of pocket, and all I get is 'I'm sorry'. Many times over. And now having read this account, instead of another 'I'm sorry', I may in fact get a 'You're terminated'!
When will Stefanie get access to her account?? How many more hours will she have to sit on hold? Will Citibank ever call her back??? Tune in tomorrow, to All My Bank Accounts to find out!
Hmm. Strange. But at least I had enough for a Starbucks, so hey - not such a bad start to the day. Until of course I checked online -- and not only was cash not available from the ATM, cash wasn't available. Period. My UK Sterling account had completely and utterly disappeared from existence -- including the £800+ it held. The only thing showing was my zero-balance US $ account that I'd tried to close 2 weeks previously. Hmm. Curiouser and curiouser...
Straight on to the phone I go... and after the whole 'enter your account number - enter your PIN - press 1 2 3, etc' (*0 to customer service works every time!), then a little hold music, I was on the phone to customer service rep #1 - time, 9:04 a.m. 'I'm so sorry there's a been a problem. Did you request for your dollar account be closed on 30 Jan?'
'Er, yes, that's why I took the balance to zero.'
'Can you hold please?'
10 minutes later... 'Well, it seems there's been a technical error, and your sterling account was closed instead. We're so sorry.'
'Um - why would I have asked to close an account with money in it? Can you just re-activate it, and give me access to my account and cash again?'
'I'm so sorry - a supervisor will call you in no more than an hour and will have a resolution to this'.
'Er, ok -- but the only resolution I want is my account open and money back in it.'
Well, 10:30 came, and no call -- so, of course I called back. After more 'press 1's and more hold music, and re-explaining the issue, I was assured by CSR #2 that a supervisor would call me in 15 minutes.
At 11:30 -- I'm sure you can see where this is going -- I'd still not been called back by the mysterious supervisor, so once again I went through the lengthy dialing process. And was promised by CSR #3 a supervisor would call me within a half-hour. But a-ha -- I said 'No, I don't believe you, why should I? I will hold here until you put a supervisor on the line.' And hold I did, until the line went dead about 10 minutes later. But I would not be thwarted, and called back. Again. And held. Again. Until I finally talked to -- after explaining the story again to CSR #4 -- yay, a supervisor! Who told me that they were working on reactivating my account as a highest priority, and it should be sorted by the end of the day, and someone would call me by 4:30.
A happy ending? I'm sure it comes as no surprise that no one had called by 5, and when I checked in with friendly CSR #5, I was told definitely that I'd be called by 5:30.
And, at 6:38, on my way out to client drinks with empty wallet and non-working debit card... my phone actually rang. 'Hello, this is Citibank. We have a note here you asked for a supervisor to call you?'
'No, actually, I asked for the mistake to be fixed and my account to be opened and my cash to be returned.'
'OK, yes, we're sorry for the error. I'm calling to tell you your account has been reactivated.'
'Great, excellent, thank you. So when I get out of this cab, I can go get cash out of an ATM?'
'Are you talking about your overdraft? That will be sorted tomorrow'
'No, I'm not talking about an overdraft, I'm talking about my account. You know, my cash. You know, the £800+ that was there.'
'Oh no, your account balance is zero. When your account was closed. and I know this was our error, you were sent a bankers draft for the balance. You should receive that in the next few days'.
Grrr.... I explained I don't want a cheque that I'll then have to deposit somewhere, (and if that somewhere is citibank, that will take a few days, as there are only 3 branches in London). What I WANT is for the situation to return to what it was a few days ago -- money in my activated account, accessible online and/or through an ATM machine.
After more apologies, and more being told my matter was a priority, I was told it would be sorted by this morning.
I'm sure I don't need to tell you that... it's NOT. Latest update -- 'We're making this our highest priority, usually it would take much longer to re-open an account, but as this is our error, we're speeding up the process. But there are steps we have to go through, I'm so sorry. Someone will call you by the end of the day.'
SO -- Citibank makes an error, I spend hours on hold and out of pocket, and all I get is 'I'm sorry'. Many times over. And now having read this account, instead of another 'I'm sorry', I may in fact get a 'You're terminated'!
When will Stefanie get access to her account?? How many more hours will she have to sit on hold? Will Citibank ever call her back??? Tune in tomorrow, to All My Bank Accounts to find out!
Wednesday, 13 February 2008
Geni idea!
So, another thing that's been occupying my time recently is building my family tree, with this incredibly easy to use site, Geni.com, though I must say Ashley has taken it even more to heart, dressing up the tree with some, um, creative photos...
To make additions / changes yourself, I think I need to invite you directly from my tree... so if you're a wulfagarleonardolsorogge type, look for an invite in your e-mail soon & help us grow the Planet Wulfagar tree!
To make additions / changes yourself, I think I need to invite you directly from my tree... so if you're a wulfagarleonardolsorogge type, look for an invite in your e-mail soon & help us grow the Planet Wulfagar tree!
Tuesday, 12 February 2008
Weekend update
Sigh... such a lovely relaxing weekend I've only just now revved up enough to write a recap.
I knew the weekend was off to a good start, as I bested the master in Trivial Pursuit. (though to be fair, it was a very very close match, I did get a few ridiculously easy questions, and Ashley finally got tired of catching me out on sports questions at the end, so switched to a more achievable category. But hey - a win's a win, right?)
Saturday, after homely errands and chores, Ashley went off to make up for his trivia wounds by bashing around a cricket ball for a while -- leaving me to luxuriate in a sunny flat and no work to do. Hello, T is for Trespass, and hello, too, overpriced box of Wheat Thins, courtesy of American-food-stocking-Partridge's grocery store... Could the day *get* any better?
Well, yes, indeed it could. For Saturday night was engagement-anniversary-night -- celebrated at the same engagement-making restaurant, in 'our table', and -- thanks to my husband's chutzpah -- a complimentary bottle of prosecco. Ah, tradition... (the restaurant & table, not necessarily the chutzpah!)
Sunday was equally sunny, and equally unstressful -- leisurely paper reading, yummy brunch, stroll home through Kew Gardens, stopping at bench after bench to soak up the most-welcome sun, followed by a spot of tennis in the afternoon (note to self: must learn how to serve), and delish (if I say so myself) enchiladas for dinner (note to self: must make more recipes from the Seattle Junior League cookbook, thanks mom, and never buy packaged enchilada sauce again!)
Just a shame weekends don't come on week-middles as well!
I knew the weekend was off to a good start, as I bested the master in Trivial Pursuit. (though to be fair, it was a very very close match, I did get a few ridiculously easy questions, and Ashley finally got tired of catching me out on sports questions at the end, so switched to a more achievable category. But hey - a win's a win, right?)
Saturday, after homely errands and chores, Ashley went off to make up for his trivia wounds by bashing around a cricket ball for a while -- leaving me to luxuriate in a sunny flat and no work to do. Hello, T is for Trespass, and hello, too, overpriced box of Wheat Thins, courtesy of American-food-stocking-Partridge's grocery store... Could the day *get* any better?
Well, yes, indeed it could. For Saturday night was engagement-anniversary-night -- celebrated at the same engagement-making restaurant, in 'our table', and -- thanks to my husband's chutzpah -- a complimentary bottle of prosecco. Ah, tradition... (the restaurant & table, not necessarily the chutzpah!)
Sunday was equally sunny, and equally unstressful -- leisurely paper reading, yummy brunch, stroll home through Kew Gardens, stopping at bench after bench to soak up the most-welcome sun, followed by a spot of tennis in the afternoon (note to self: must learn how to serve), and delish (if I say so myself) enchiladas for dinner (note to self: must make more recipes from the Seattle Junior League cookbook, thanks mom, and never buy packaged enchilada sauce again!)
Just a shame weekends don't come on week-middles as well!
Thursday, 7 February 2008
The original Tevye
As my mother rightly pointed out, the true originator of Tevye was Zero Mostel... so here goes Mom:
(though looks strange without the beard!)
(though looks strange without the beard!)
Wonder of wonder...
Miracle of miracles! I managed to get Ashley to another musical, and -- despite being a self-professed musicals-hater -- he seems to have liked this one too. So, Fiddler on the Roof goes into the 'not so bad' file, along with The Producers and Wicked... I'll convert him yet!
Overall, I was quite impressed, and have been humming ‘If I were a rich man’ and more since leaving the show last night. Ok, maybe I was even humming *during* the show, but I promise no one could hear, seriously.
I think the Tevye role must be one of the most difficult to give your own personal spin to, given Topol’s role-defining performance. However, Henry Goodman (no, I hadn’t heard of him either, a proper stage actor in this age of 'celebs' treading the boards) was quite good, with a nice mix of humour, cynicism and frustration at changing times (I do think he was a bit over the top in Rich Man – though the audience seemed to enjoy).
Overall, however, fun show, great dancing, nice use of a relatively small space and sparse staging for a variety of scenes (I particularly liked the dream scene, with people popping up from ‘graves’ in the floorboards). And, most amazing of all, the tailor Motel Kamzoil looked just like Jess! [my brother-in-law, for the odd reader I may have who isn't a family member or close friend I've begged to read this blog]. So much so, in fact, that at times it was distracting, as I expected him to sound like Jess as well… Instead he sounded like a weird mix of English and faux-Yiddishy something… but that’s another story.
So, yabadebadebadabadabadebadebadum and L’Chaim!
Overall, I was quite impressed, and have been humming ‘If I were a rich man’ and more since leaving the show last night. Ok, maybe I was even humming *during* the show, but I promise no one could hear, seriously.
I think the Tevye role must be one of the most difficult to give your own personal spin to, given Topol’s role-defining performance. However, Henry Goodman (no, I hadn’t heard of him either, a proper stage actor in this age of 'celebs' treading the boards) was quite good, with a nice mix of humour, cynicism and frustration at changing times (I do think he was a bit over the top in Rich Man – though the audience seemed to enjoy).
Overall, however, fun show, great dancing, nice use of a relatively small space and sparse staging for a variety of scenes (I particularly liked the dream scene, with people popping up from ‘graves’ in the floorboards). And, most amazing of all, the tailor Motel Kamzoil looked just like Jess! [my brother-in-law, for the odd reader I may have who isn't a family member or close friend I've begged to read this blog]. So much so, in fact, that at times it was distracting, as I expected him to sound like Jess as well… Instead he sounded like a weird mix of English and faux-Yiddishy something… but that’s another story.
So, yabadebadebadabadabadebadebadum and L’Chaim!
Wednesday, 6 February 2008
How geo-savvy are you?
Warning -- this TravelPod interactive map-quiz is entertaining -- and a major time suck! [note -- I've only made it to level 4 so far... but that's because I stopped myself from going further, given, y'know, real work!]
Tuesday, 5 February 2008
Which way does your compass point?
Thanks to Kris for pointing me to Electoral Compass... Looks like I'm closest in policy leaning to Obama -- and I'm sure not surprisingly, farthest away from Huckabee. I'll bear that in mind as I cast my vote in the Democrat's 'historic Global Presidential Primary'...
Sunday, 3 February 2008
Happy Not-So-New Year
(With apologies to David Letterman)
Top 10 excuses for not updating my blog in over a month
10) I thought the Writers Guild strike applied to blog posts as well. And then I remembered I never paid my union dues...
9) I broke all 10 fingers in a freak manicure accident (don’t ask) and haven’t been able to type
8) I’ve been working on developing a mind-to-blog application – and it’s finally working
7) I’ve been possessed by the spirit of Marie Antoinette – ‘let them eat Facebook’
6) I’ve been caught in a time warp, and thought I was blogging in the present, but it looks like I was blogging in the future. But when we finally get there – boy are you going to enjoy those posts!
5) My mom said if all the other kids blogged about jumping off the Brooklyn Bridge, that doesn’t mean I should too...
4) New Year’s resolution was not to blog. But who keeps resolutions past January?
3) I’ve been, er, training for the New York Marathon. The London Marathon. Er, maybe the tv-and-needlework-athon
2) Blogs? We don’t need no steenkin’ blogs!
1) The cat ate my blog-work
Or the more boring reason – I’ve just been too busy at work, and too lazy at home, and have also been hit by that perfectionist-procrastination effect. Rather than do a little bit at a time, I want the whole thing to be perfect from the start. And the longer I put it off, the more perfect it has to be when I finally get to it.
So, my belated procrastinator’s resolution for 2008? Just do it. (er, with apologies to Nike this time). Or should I say Every Little Helps (thanks Tesco). For 2008, I resolve to do a little, but often, rather than a lot intermittently. And I’m not just talking about the blog!
Top 10 excuses for not updating my blog in over a month
10) I thought the Writers Guild strike applied to blog posts as well. And then I remembered I never paid my union dues...
9) I broke all 10 fingers in a freak manicure accident (don’t ask) and haven’t been able to type
8) I’ve been working on developing a mind-to-blog application – and it’s finally working
7) I’ve been possessed by the spirit of Marie Antoinette – ‘let them eat Facebook’
6) I’ve been caught in a time warp, and thought I was blogging in the present, but it looks like I was blogging in the future. But when we finally get there – boy are you going to enjoy those posts!
5) My mom said if all the other kids blogged about jumping off the Brooklyn Bridge, that doesn’t mean I should too...
4) New Year’s resolution was not to blog. But who keeps resolutions past January?
3) I’ve been, er, training for the New York Marathon. The London Marathon. Er, maybe the tv-and-needlework-athon
2) Blogs? We don’t need no steenkin’ blogs!
1) The cat ate my blog-work
Or the more boring reason – I’ve just been too busy at work, and too lazy at home, and have also been hit by that perfectionist-procrastination effect. Rather than do a little bit at a time, I want the whole thing to be perfect from the start. And the longer I put it off, the more perfect it has to be when I finally get to it.
So, my belated procrastinator’s resolution for 2008? Just do it. (er, with apologies to Nike this time). Or should I say Every Little Helps (thanks Tesco). For 2008, I resolve to do a little, but often, rather than a lot intermittently. And I’m not just talking about the blog!
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