By Bill Shein
September 30, 2011
“Dear William Shein: I’m very sorry to hear about the recent disaster that affected your community. Please know that Discover Card is here to help you through this difficult time.” – From an email received in the wake of Tropical Storm Irene.
DISCOVER CARD CUSTOMER REP: Hello, and thanks for calling Discover Card, the card that pays you back. How may I help you?
BILL SHEIN: Hi. I’m just calling to say thanks for the note. It really meant a lot.
DISCOVER REP: Um, what?
SHEIN: You know, that email you sent? Letting me know that Discover is there for me during this difficult time? I just read it.
DISCOVER REP (confused): What email?
SHEIN: Oh, you know which one, silly. (Turning serious.) You really touched my heart, you know. Reaching out when you did. It’s been a rough road for many of us out here in western New England. So, thanks.
DISCOVER REP (awkwardly): Um, sure, no problem.
SHEIN: I used to think of you as another faceless corporation that would stick it to regular folks like me at every opportunity. But you have a heart. And maybe even a soul. And you care. There’s something very real and alive behind the legal fiction that is, well, you.
DISCOVER REP (nervously): Ha, ha, yes, we do. Have those things. I mean, it does. And I do, too. Right.
SHEIN: Thankfully, I made it through Irene. My well was damaged, so I didn’t have water for a week, but it was manageable.
DISCOVER REP: That’s good. Well, as the e-mail said, we’re here for you.
SHEIN (after a beat): Hey, you doing anything later?
DISCOVER REP: What?
SHEIN: You know, want to get together? I kind of felt something when I read your email. Maybe you felt it, too, while you were writing it? It seemed very raw and emotional.
DISCOVER REP (after a long silence): Is there anything else I can help you with?
SHEIN (suggestively): I don’t know. Is there?
DISCOVER REP: What?
SHEIN: Maybe you’ll come over sometime and let me “lift your corporate veil,” eh? Wink, wink, nudge, nudge?
DISCOVER REP: Sir, I’m going to have to transfer you to my supervisor now.
SHEIN (perturbed): Oh, so now it’s, “sir”? Just minutes ago you spoke to my heart in a way that only a company that crunches my credit-card spending data into a detailed behavioral profile could do. And now you call me “sir”? Wow, I don’t get it. That’s so, like, totally inhuman. It’s just cold.
DISCOVER REP (exhaling loudly): You’re right, I’m sorry. Is there anything else I can do?
SHEIN (brightening): How about lowering that usurious interest rate? Or forgiving some of my outstanding debt? If you meant what you said about wanting to help, that’s what you’d do, my love.
DISCOVER REP (very matter-of-fact): We’ll review your account. You’ll receive a written response in seven-to-10 business days.
SHEIN (dreamily): I’ll hardly sleep waiting for your next missive, dearest.
DISCOVER REP: Thank you for calling Discover. Goodbye.
SHEIN: The way you say that is so darn cute. Say it again!
SFX: Sound of dial tone.
CUT TO: Ten days later. Standing in his kitchen, SHEIN holds an envelope from Discover which says, “Important Information Regarding Your Account.” He sits, takes a deep, nerves-calming breath, and tears it open. The letter explains that his credit limit has been reduced by half and his interest rate increased to 29.99 percent. It is unsigned.
SFX: Sound of a heartbreaking human wail, followed by uncontrollable sobs, followed by sniffling, followed by a weird and repetitive moaning sound, followed by more sniffling.
SHEIN (yelling): I don’t need you, Discover! I’m fine! I’m just fine!
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After Tropical Storm Irene knocked out Bill Shein’s phone service, Verizon gave him an $8.09 account credit. But Discover Card? Nothing but empty words.