Here is a recent back and forth I had with my bank. I sent the question through their messaging service to try to avoid the long wait times on the phone. I had to send 3 messages before my question was able to be answered.

I'm not sure if the issue was actually emotionless chatbots or if the issue was outsourced employees who were just phoning it in by copying from a likely question in the FAQ. I highly suspect the issue was chatbots because of their inability to use context.

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ORIGINAL MESSAGE:

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I will be closing my checking account before the end of the month. Recently I received $50 back into my account because a bill pay check was never cashed. My question is this: If I close my checking account and then cash is supposed to be credited back to me, would I receive that cash by a check in the mail?

Thank you,

Novia

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From : Customer Service

Sent : Received Date: 08/30/2017

Subject : Re: Account questions or requests

Dear Novia:

Thank you for contacting [Company Name]. My name is [Name #1], and it is my pleasure to assist you today.

When a merchant issues a credit to an account that is no longer open, the credit will be applied to an open checking, savings, or prepaid account.

If you do not have any open checking, savings, or prepaid accounts with [Company Name], the credit will be returned to the merchant. Please contact the merchant for more information.

Credit for returned card purchases usually post within 5 business days but may take up to 15 business days to post to your account, depending on when the credit is processed by the merchant. Returns will display on
your statement as "Purchase Return."

If we can be of further assistance, please respond to this email by clicking on the "Reply" button or call us anytime at 1-800-###-####.

On behalf of [Company Name], thank you for your business. We are happy to have you as our customer and appreciate the opportunity to assist you today.

Sincerely,

[Name #1]

[Company Name]

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NEXT MESSAGE:

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[Name #1]....

Your response did not address my concerns.

I am asking about a "stale dated check" that would be returned to my account because it was never cashed. Please look at my account history and see the $50 credit that was applied recently because of exactly this situation. If my account had been closed, what would have happened to that $50?

The merchant is not the one initiating the return. It is happening automatically on [Company Name]'s end because a certain amount of time has elapsed since the check was issued.

Thanks,

Novia

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From : Customer Service

Sent : Received Date: 08/31/2017

Subject : RE: Re: Account questions or requests

Dear Novia:

Thank you for replying to our recent email. My name is [Name #2], and it is my pleasure to assist you today.

I understand your concern regarding a Bill Pay check that was not cashed.

I realize the importance of this issue.

I would like to inform you that whenever a Bill Pay item is remitted by physical check and that check has not cleared after 90 days, the check is stopped and the funds are automatically credited back to your account.

As the Bill Pay check has not been cashed, we can place a stop payment on the check. There is no charge for this stop payment. If you would like to request a stop payment on this Bill Pay payment, please click the "Reply" button to submit your request. Please be sure to provide us with the payee name, the amount of the payment, and the date the payment was debited from your account. If we are able to stop the payment, your account will be credited within five business days.

If you have any further questions or concerns, please respond to this email by clicking on the "Reply" button or call us anytime at 1-800-###-####.

On behalf of [Company Name], thank you for your business. We are happy to have you as our customer and appreciate the opportunity to assist you today.

Sincerely,

[Name #2]

[Company Name]

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NEXT MESSAGE:

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Please forward my prior two emails to an actual human so they can respond to my inquiry. The past two responses have sounded like they were generated by robots.

Novia

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Subject: RE: RE: Re: Account questions or requests

From: Customer Service

Received Date: 09/01/2017

Timestamp: 05:53

Dear Novia:

Thank you for replying to our recent email. My name is [Name #3], and it is my pleasure to assist you today.

I apologize that our previous emails did not correctly address your concern. I would like to take this opportunity to do so now.

Novia, I understand you are planning to close your account. Also, the Bill Pay check was never cashed and you would like to know if you close your account and the cash is suppose to be credited back to your account, if you would receive the cash by check in the mail.

Yes, when a Bill Pay payment is returned and the original funding account has been closed, a check will be sent by U.S. Mail to the most recent address on record. Please allow up to 10 business days for
delivery.

If you have any additional questions or concerns, please call us anytime at 1-800-###-####.

Novia, ensuring that you have the best possible banking experience is of the utmost importance to me, as you truly are a valued customer.

On behalf of [Company Name], thank you for your business. We are happy to have you as our customer and appreciate the opportunity to assist you today.

Sincerely,

[Name #3]

[Company Name]