Credit Card Mishap
Recently, I had something happen to me I want to share with you. It has to do with my bad habit of concentrating on problems instead of solutions. I know all humans see the problem first but only the people who get stuck have trouble seeing the solutions or opportunities. Here’s what happened.
After over six months of working with my credit card company to resolve fraudulent charges I finally thought I had it resolved. What was happening is some criminals found a way to hack a company’s website and use stolen credit cards to set up fraudulent accounts on a service provider’s system. They were smart enough to know that this provider used a credit card to set up a recurring payment that was tied to the credit card account and not the card number itself. (In fact, this provider was probably selected specifically for how they do this.)
The first thing I did was report them and the credit card company made a notation and reissued new cards with different numbers. Sounds like a solution, right? Sorry, but no. What happened was as soon as the service provider tried to bill the old credit card, it was refused BUT the provider gave proof that a subscription was set up. This allowed them to start billing the NEW credit card.
You don’t have to tell me how scary this is because I’ve already been through this with them. I’ll continue my story after I make an important point.
How Did I React From Day One
Thinking because it was something that affected OUR credit, I made the decision to tell my wife about it right from the start. Nothing wrong with that, right? I mean there was no reason to think it wasn’t going to be resolved so I just let her know about it. I told her I was working on it. So, I presented a problem and thought I had also given her a solution. Little did I know the mistake I had made!
When the first card reissue didn’t solve it, I told her about that as well. I reiterated that I would get it resolved. What I didn’t realize at this point was that I really wasn’t presenting a solution. I was telling her that I “was on it” but no real solution was in sight. Plus, after the multiple failures to resolve this, I actually had no confidence in it’s quick resolution.
Now, let’s just sidestep how much of what would happen from this point on I actually made happen because of my negative mindset about the whole thing, OK? Let’s just conclude this brief section by saying I had NOT brought a solution to my wife and let’s move on.
After one thing after another failed, including a conference call with a card company manager and the service provider, I finally was put in contact with a veteran dispute resolution representative. She was awesome! She listened to every word I said, told me where things had gone wrong, what she was going to do and by when. I was so blown away by this woman that I asked to speak to her manager and told him how valuable she is to the company. That she single-handedly had brought us from canceling the card to a happy customer and he should give her a raise, promotion or anything that lets her know what she means to them.
Everything that she told me she was going to do, she did and by the date she said. Refunds were processed and the account was cleaned up. The only thing she didn’t do was make a final call to me after she knew I would have my next to last statement in my hands. This didn’t bother me because that statement had everything on it she said it would. I just thanked God he put her in my path!
Why Am I Writing This Today?
Yesterday, I received my latest statement and?….wait for it…….the charges have started again! Yes, I went through the initial anger and started to strike the match when I calmed myself down. I made a call and was able to get in contact with her through another agent. She will be calling me back as soon as possible. I felt satisfied that I was able to get her involved because that was the main reason for having one person as a contact point. It will be resolved yet. I know it!
I’m writing because this time, I fought the urge to call my wife bitching about the charges starting again and I’m proud that I did! I decided to wait until I had some new positive info to give her and then, and only then, would I tell her about what had happened. That’s right, what HAD happened and not what WAS happening. This, my friends, makes all the difference in the world, doesn’t it?
Do You Bring Solutions or Problems?
When things go wrong, do you dwell on the problem or the solution? When explaining it to those significant to your life or business do you just list all the things wrong? Or do you see opportunities? I just read a great article from Dan Miller’s blog on how to reframe problems as opportunities and this sparked my whole discussion here.
How do you feel you can improve your response to problems? Let me hear from you. When life deals you lemons how do you react? With a sour face or do you make lemonade? The mindset here is the difference between something resolving and something just continuing to be “wrong”. You have the power to distinguish here.
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