S
.拉尔森(S. Larson)确有其人吗？这个问题已经让花旗银行(Citibank)的信用卡用户困惑了二十年之久。拉尔森给他们寄来信件──成百上千万封的信。拉尔森永远都会用小学生般的工整笔迹在这些信件上签名，签名的下方有“客户服务”字样。拉尔森没有职务，也没有性别。
拉尔森的一些信件中包含有“持卡会员”信息。还有些信件则包含信用卡费率上调或信用卡被取消等坏消息。大多数信件从苏福尔斯(Sioux Falls)寄出，这座城市有一条时髦的餐饮街，一家香气扑鼻的肉铺和许多家银行──这要得益于南达科他州有益于银行业发展的高利贷法。
Bloomberg News
行人路过纽约花旗银行门前。
出于“隐私与安全”考，花旗银行除了表示“我们以拉尔森为荣”之外，拒绝透露有关拉尔森的更多情况。而花旗银行的客户们却通过Complaints Board、Epinions和You Tube等各类网站表达了他们的好奇心。对他们而言，这位发信人的身份已经成为了花旗客户服务的一桩悬案。
45岁的丹尼•沙利文(Danny Sullivan)从大学时代起就在花旗银行开设了账户。他专门针对搜索引擎撰写博客，还给自己的个人博客取名为Daggle。
沙利文注意到，在谷歌上除了“不知性别、永不衰老、永不退休的客户服务代表”之外，再也查不出有关拉尔森的其它信息。
46岁的社会传媒顾问黛博•伍(Deb Ng)问道：“为什么拉尔森还在做着同样的工作？”她从上世纪80年代起就开始收到拉尔森的信件了。
今年，黛博对一笔收费提出了质疑，拉尔森给她回信解决了问题。她说：“按常理，拉尔森到现在已经得到了提拔，或者转岗了。”
拉尔森“高尚的职业道德”和“明显停滞的事业”──Daggle上的一条评论这样写道──让很多花旗信用卡用户相信，拉尔森此人子虚乌有。
加利福尼亚州一家金融网站的经营者拉里•拉塞尔(Larry Russell)表示：“拉尔森？根本没有这样一个人”。四年以前，他发现自己的利息费从2.99%猛增至32.31%，在写信投诉后，拉尔森给他回信称，他“不符合”退款条件。
拉塞尔打电话到苏福尔斯，要求和拉尔森通话。他说：“拉尔森永远都是没空。”
Barry Newman/The Wall Street Journal
一封来自神秘客户服务代表的信件。
拉塞尔说，最后，一位客服代表给了他一个答复：“他们告诉我，拉尔森根本就不是一个人。它是系统自动生成的一个名字。世界上根本就没有拉尔森这个人。”
考虑到花旗集团在近来的世界经济困境中所扮演的角色，如果──其它暂且不论──拉尔森果真查无此人的话，恐怕无益于花旗公司形象的提升。但是，如果拉尔森是个活生生的人，而且就生活在苏福尔斯，那又会怎样呢？
搜索引擎博主沙利文表示：“那简直太棒了。真有拉尔森这样一个人？那我会觉得，哇，太棒了！”
说拉尔森真实存在并非空穴来风。
一年以前，一个曾在花旗银行工作的人在Daggle上评论道：“我能证明确实存在一个活生生的苏•拉尔森(Sue Larson)，”并补充说，苏在1999年的时候“获得升职，进入了管理层”。
前花旗员工维奇•拉莫斯(Vigie Ramos)在电子邮件中这样写道：“我隐约记得那应该是莎伦•拉尔森(Sharon Larson)。”4月，一位想要投诉的客户在Daggle上写道，客服代表“告诉我把投诉信寄给一个叫史蒂夫•拉尔森(Steve Larson)的人。”
两名在Daggle上发帖的人声称，他们收到过在“S.拉尔森”签名下面印有“桑迪•拉尔森(Sandy Larson)”字样的信。10月，拉尔森的一位同事写道，“我和这个人一起工作，桑迪是我最好的朋友……”
另一位花旗员工在帖子上写道：“与其整天抱怨拉尔森，还不如老老实实按时付费，这样你就不用收到她寄给你的信了。”
女字旁的“她”？拉尔森是位名叫桑迪的女性？有可能。那么她的职务是什么呢？有网友向花旗的客服代表提出了这一问题，答案是：“客服部总裁。”
最近的一次客服电话记录了以下的对话：
呼叫者：“我能和拉尔森通电话吗？”客服代表：“我无法帮您转接。”呼叫者：“她是在客户服务部工作吗？她是做什么的？”客服代表：“她是投诉部总裁。”
花旗银行在南达科他州有几位副总裁，但总裁却只有一位──那就是肯德尔•E.斯托克(Kendall E. Stork)。花旗的官方名录里也根本看不到拉尔森的影子。
曾经在花旗工作的基蒂•布拉迪(Kitty Brady)表示：“他们可能只是随便找来一个人，然后：‘你知道吗？你的名字将会出现在这些信件上。”这可不是份容易差事。一位花旗员工表示：“客户可能会发怒。有人就寄来过死老鼠。”
另一位曾在花旗工作的人表示，她认识拉尔森──“拉尔森是个真实存在的人。”──她曾给拉尔森打电话，让其去当面试考官。
她说：“这个人仍然生活在我们的周围，但是不愿意被找出来。”这就是关于拉尔森她所愿谈论的全部内容，但是她补充说：“苏福尔斯是个不错的地方。祝你们愉快。”
在苏福尔斯的菲利浦大街上的确有家不错的餐厅。一个阳光明媚的早晨，杰瑞•纳赫蒂加尔(Jerry Nachtigal)在这家餐厅吃着培根煎蛋。他的职务是花旗的公关高级副总裁。
被问及花旗银行从哪一年开始寄出由拉尔森签名的信件时，纳赫蒂加尔说：“这个恕我无法透露。”拉尔森是一位女士吗？“这个也无法透露。”纳赫蒂加尔说。
能告诉我们拉尔森在哪个部门工作吗？纳赫蒂加尔回答：“在这里不能说。”能否去花旗银行参观？他表示反对。
在苏福尔斯的电话簿上总共有167个名叫拉尔森的人。幸运的是，花旗的自动总计系统对任何呼叫其总机号码的人都是开放的。
发出呼叫“S.拉尔森”的语音请求，就冒出了克里斯•拉尔森(Chris Larson)、斯宾塞•拉尔森(Spencer Larson)和尼古拉斯•拉尔森(Nicholas Larson)。发出呼叫桑德拉•拉尔森(Sandra Larson)的语音请求时，系统拨通了苏福尔斯的一个直拨电话。
“嗨，”电话里传来了一位女士的声音，语音庄重又满怀关切，“我今天在银行，现在正好不在办公室。如果您的问题有关花旗银行信用卡账户或者查询退款，请拨打电话1-800-950-5114。或者，请留下您的姓名和电话号码，我稍后会给您回电。谢谢！”
我留下了信息，但拉尔森却没有打回电话。
Barry Newman
考虑到花旗集团在近来的世界经济困境中所扮演的角色，如果──其它暂且不论──拉尔森果真查无此人的话，恐怕无益于花旗公司形象的提升。但是，如果拉尔森是个活生生的人，而且就生活在苏福尔斯，那又会怎样呢？
搜索引擎博主沙利文表示：“那简直太棒了。真有拉尔森这样一个人？那我会觉得，哇，太棒了！”
说拉尔森真实存在并非空穴来风。
一年以前，一个曾在花旗银行工作的人在Daggle上评论道：“我能证明确实存在一个活生生的苏•拉尔森(Sue Larson)，”并补充说，苏在1999年的时候“获得升职，进入了管理层”。
前花旗员工维奇•拉莫斯(Vigie Ramos)在电子邮件中这样写道：“我隐约记得那应该是莎伦•拉尔森(Sharon Larson)。”4月，一位想要投诉的客户在Daggle上写道，客服代表“告诉我把投诉信寄给一个叫史蒂夫•拉尔森(Steve Larson)的人。”
两名在Daggle上发帖的人声称，他们收到过在“S.拉尔森”签名下面印有“桑迪•拉尔森(Sandy Larson)”字样的信。10月，拉尔森的一位同事写道，“我和这个人一起工作，桑迪是我最好的朋友……”
另一位花旗员工在帖子上写道：“与其整天抱怨拉尔森，还不如老老实实按时付费，这样你就不用收到她寄给你的信了。”
女字旁的“她”？拉尔森是位名叫桑迪的女性？有可能。那么她的职务是什么呢？有网友向花旗的客服代表提出了这一问题，答案是：“客服部总裁。”
最近的一次客服电话记录了以下的对话：
呼叫者：“我能和拉尔森通电话吗？”客服代表：“我无法帮您转接。”呼叫者：“她是在客户服务部工作吗？她是做什么的？”客服代表：“她是投诉部总裁。”
花旗银行在南达科他州有几位副总裁，但总裁却只有一位──那就是肯德尔•E.斯托克(Kendall E. Stork)。花旗的官方名录里也根本看不到拉尔森的影子。
曾经在花旗工作的基蒂•布拉迪(Kitty Brady)表示：“他们可能只是随便找来一个人，然后：‘你知道吗？你的名字将会出现在这些信件上。”这可不是份容易差事。一位花旗员工表示：“客户可能会发怒。有人就寄来过死老鼠。”
另一位曾在花旗工作的人表示，她认识拉尔森──“拉尔森是个真实存在的人。”──她曾给拉尔森打电话，让其去当面试考官。
她说：“这个人仍然生活在我们的周围，但是不愿意被找出来。”这就是关于拉尔森她所愿谈论的全部内容，但是她补充说：“苏福尔斯是个不错的地方。祝你们愉快。”
在苏福尔斯的菲利浦大街上的确有家不错的餐厅。一个阳光明媚的早晨，杰瑞•纳赫蒂加尔(Jerry Nachtigal)在这家餐厅吃着培根煎蛋。他的职务是花旗的公关高级副总裁。
被问及花旗银行从哪一年开始寄出由拉尔森签名的信件时，纳赫蒂加尔说：“这个恕我无法透露。”拉尔森是一位女士吗？“这个也无法透露。”纳赫蒂加尔说。
能告诉我们拉尔森在哪个部门工作吗？纳赫蒂加尔回答：“在这里不能说。”能否去花旗银行参观？他表示反对。
在苏福尔斯的电话簿上总共有167个名叫拉尔森的人。幸运的是，花旗的自动总计系统对任何呼叫其总机号码的人都是开放的。
发出呼叫“S.拉尔森”的语音请求，就冒出了克里斯•拉尔森(Chris Larson)、斯宾塞•拉尔森(Spencer Larson)和尼古拉斯•拉尔森(Nicholas Larson)。发出呼叫桑德拉•拉尔森(Sandra Larson)的语音请求时，系统拨通了苏福尔斯的一个直拨电话。
“嗨，”电话里传来了一位女士的声音，语音庄重又满怀关切，“我今天在银行，现在正好不在办公室。如果您的问题有关花旗银行信用卡账户或者查询退款，请拨打电话1-800-950-5114。或者，请留下您的姓名和电话号码，我稍后会给您回电。谢谢！”
我留下了信息，但拉尔森却没有打回电话。
Barry Newman
SIOUX FALLS, S.D. -- Is S. Larson for real?
People who use Citibank credit cards have wondered about that for around two decades. S. Larson sends them letters -- millions of letters. S. Larson always signs these letters in the same diligent hand of a grade-school penmanship student. The words 'Customer Service' appear under S. Larson's name. S. Larson has no title. S. Larson has no gender.
Some of S. Larson's letters carry tidings of 'cardmembership.' Others contain unwelcome news of rate hikes or cancellations. Most are mailed from Sioux Falls, a city with a street of spiffy restaurants, a fragrant hog butchery and lots of banks -- here by the grace of South Dakota's bank-friendly usury laws.
Out near the airport, 3,200 people work in the long, low buildings of Citibank's campus. One of them might be S. Larson. But when those in receipt of letters from S. Larson call Sioux Falls to speak with S. Larson, S. Larson never comes to the phone.
Citing 'privacy and security,' Citibank won't say anything about S. Larson except 'we are proud of S. Larson.' But its account holders display their curiosity on Web sites ranging from Complaints Board and Epinions to You Tube. For them, the persona of Citibank's letter writer has become an enduring enigma of customer care.
Danny Sullivan, 45-years old, has had a Citi account since college. He blogs about search engines and has a personal blog called Daggle.
Mr. Sullivan has noticed that Google is able to unearth nothing on S. Larson but references to a 'non-gendered, never-ageing, never-retiring customer-service rep.'
'Why is S. Larson still doing the same job?' asks Deb Ng, 46, a social-media consultant. She has been in correspondence with S. Larson since the 1980s.
Ms. Ng disputed a charge this year, and S. Larson wrote to resolve it. 'Surely S. Larson would have gotten a raise by now,' she says, 'or moved on to something new.'
S. Larson's 'ferocious work ethic' and 'remarkably stalled career,' as a comment on Daggle puts it, leads many Citi Card holders to believe that S. Larson doesn't exist.
'S. Larson? That's not a person,' says Larry Russell, who runs a financial Web site in California. Four years ago, he realized his interest payment had jumped from 2.99% to 32.31%. He complained in writing. S. Larson replied that he was 'not eligible' for a refund.
Mr. Russell phoned Sioux Falls, demanding to speak with S. Larson. 'S. Larson was always unavailable,' he says.
Finally, a service rep gave him an answer: 'I was told that Larson is not a human being,' says Mr. Russell. 'It's a name spit out by the system. There really was no S. Larson.'
Considering Citigroup's role in the recent travails of the world economy, it might not enhance its corporate image if -- on top of all that -- S. Larson genuinely turned out to be a fake. But what if S. Larson were alive and living in Sioux Falls?
'Now that would be impressive,' says Mr. Sullivan, the search-engine blogger. 'A real person? I'd feel, like, wow!'
There are clues.
A year ago, a former Citi worker commented on Daggle: 'I can attest to the existence of a real live Sue Larson,' adding that Sue 'was working her way up the management chain' in 1999.
An ex-Citi staffer, Vigie Ramos, emails: 'I have a vague memory of it being Sharon Larson.' In April, a customer wanting to mail in a gripe said on Daggle that a rep 'told me to address it to a Steve Larson.'
Two Daggle posters claim to have letters signed 'S. Larson' with 'Sandy Larson' typed below. In October, an S. Larson colleague wrote: 'I worked with this person and Sandy was my best friend . . .'
Another Citi worker posted this: 'Instead of complaining all day long about S. Larson maybe you should be sending in your payments on time so you don't have to receive a letter from her.'
Her? Is S. Larson a woman named Sandy? Possible. And what about her title? One Web comment reports putting the question to a Citi rep. The reply: 'President of Customer Service.'
A recent customer-service call produced this exchange:
Caller: 'May I speak with S. Larson?' Rep: 'I actually can't transfer you.' Caller: 'And she's customer service? What's her job?' Rep: 'She is President of the Disputes Department.'
Citibank South Dakota has its share of vice presidents, but only one president -- Kendall E. Stork. Citi's official filings don't mention S. Larson at all.
'They could have picked a random person and said, 'Know what? Your name's going on these letters,'' says Kitty Brady, an ex-Citi employee in New York. It isn't an easy spot to be in. 'Customers can get angry,' one Citi worker says. 'People have shipped dead rats.'
Another ex-worker who knows S. Larson -- 'It's a human being,' she confirmed -- phoned S. Larson and asked about giving an interview.
'This person still lives in the neighborhoods and doesn't want to be found,' she said. That was all she would say about S. Larson, but she added: 'Sioux Falls is a lovely place. Enjoy.'
Sioux Falls does have a lovely diner on Phillips Ave., where Jerry Nachtigal was eating bacon and eggs one sunny morning. His title is senior vice president for public affairs.
Asked what year Citi mailed its first S. Larson letter, Mr. Nachtigal said, 'I don't think I can tell you that.' Is S. Larson a woman? 'I can't tell you that, either,' said Mr. Nachtigal.
Could he say what department S. Larson belonged to? 'Not as we sit here,' Mr. Nachtigal said. Asked for a tour of Citi's offices, he demurred.
There are 167 Larsons in the Sioux Falls phone book. Luckily, Citi's automated directory is open to anyone who dials its main number.
A spoken request for 'S. Larson' brought up a Chris Larson, a Spencer Larson and a Nicholas Larson. Then a request for Sandra Larson delivered a direct line in Sioux Falls.
'Hi,' said a woman's voice, serious yet sympathetic. 'I am in the bank today, just away from my office right now. If you're calling about a Citi Card account or a refund check, you will need to dial 1-800-950-5114. Otherwise, leave your name and number, and I'll return your call shortly. Thank you.'
A message was left. S. Larson hasn't called back.
Barry Newman
People who use Citibank credit cards have wondered about that for around two decades. S. Larson sends them letters -- millions of letters. S. Larson always signs these letters in the same diligent hand of a grade-school penmanship student. The words 'Customer Service' appear under S. Larson's name. S. Larson has no title. S. Larson has no gender.
Some of S. Larson's letters carry tidings of 'cardmembership.' Others contain unwelcome news of rate hikes or cancellations. Most are mailed from Sioux Falls, a city with a street of spiffy restaurants, a fragrant hog butchery and lots of banks -- here by the grace of South Dakota's bank-friendly usury laws.
Out near the airport, 3,200 people work in the long, low buildings of Citibank's campus. One of them might be S. Larson. But when those in receipt of letters from S. Larson call Sioux Falls to speak with S. Larson, S. Larson never comes to the phone.
Citing 'privacy and security,' Citibank won't say anything about S. Larson except 'we are proud of S. Larson.' But its account holders display their curiosity on Web sites ranging from Complaints Board and Epinions to You Tube. For them, the persona of Citibank's letter writer has become an enduring enigma of customer care.
Danny Sullivan, 45-years old, has had a Citi account since college. He blogs about search engines and has a personal blog called Daggle.
Mr. Sullivan has noticed that Google is able to unearth nothing on S. Larson but references to a 'non-gendered, never-ageing, never-retiring customer-service rep.'
'Why is S. Larson still doing the same job?' asks Deb Ng, 46, a social-media consultant. She has been in correspondence with S. Larson since the 1980s.
Ms. Ng disputed a charge this year, and S. Larson wrote to resolve it. 'Surely S. Larson would have gotten a raise by now,' she says, 'or moved on to something new.'
S. Larson's 'ferocious work ethic' and 'remarkably stalled career,' as a comment on Daggle puts it, leads many Citi Card holders to believe that S. Larson doesn't exist.
'S. Larson? That's not a person,' says Larry Russell, who runs a financial Web site in California. Four years ago, he realized his interest payment had jumped from 2.99% to 32.31%. He complained in writing. S. Larson replied that he was 'not eligible' for a refund.
Mr. Russell phoned Sioux Falls, demanding to speak with S. Larson. 'S. Larson was always unavailable,' he says.
Finally, a service rep gave him an answer: 'I was told that Larson is not a human being,' says Mr. Russell. 'It's a name spit out by the system. There really was no S. Larson.'
Considering Citigroup's role in the recent travails of the world economy, it might not enhance its corporate image if -- on top of all that -- S. Larson genuinely turned out to be a fake. But what if S. Larson were alive and living in Sioux Falls?
'Now that would be impressive,' says Mr. Sullivan, the search-engine blogger. 'A real person? I'd feel, like, wow!'
There are clues.
A year ago, a former Citi worker commented on Daggle: 'I can attest to the existence of a real live Sue Larson,' adding that Sue 'was working her way up the management chain' in 1999.
An ex-Citi staffer, Vigie Ramos, emails: 'I have a vague memory of it being Sharon Larson.' In April, a customer wanting to mail in a gripe said on Daggle that a rep 'told me to address it to a Steve Larson.'
Two Daggle posters claim to have letters signed 'S. Larson' with 'Sandy Larson' typed below. In October, an S. Larson colleague wrote: 'I worked with this person and Sandy was my best friend . . .'
Another Citi worker posted this: 'Instead of complaining all day long about S. Larson maybe you should be sending in your payments on time so you don't have to receive a letter from her.'
Her? Is S. Larson a woman named Sandy? Possible. And what about her title? One Web comment reports putting the question to a Citi rep. The reply: 'President of Customer Service.'
A recent customer-service call produced this exchange:
Caller: 'May I speak with S. Larson?' Rep: 'I actually can't transfer you.' Caller: 'And she's customer service? What's her job?' Rep: 'She is President of the Disputes Department.'
Citibank South Dakota has its share of vice presidents, but only one president -- Kendall E. Stork. Citi's official filings don't mention S. Larson at all.
'They could have picked a random person and said, 'Know what? Your name's going on these letters,'' says Kitty Brady, an ex-Citi employee in New York. It isn't an easy spot to be in. 'Customers can get angry,' one Citi worker says. 'People have shipped dead rats.'
Another ex-worker who knows S. Larson -- 'It's a human being,' she confirmed -- phoned S. Larson and asked about giving an interview.
'This person still lives in the neighborhoods and doesn't want to be found,' she said. That was all she would say about S. Larson, but she added: 'Sioux Falls is a lovely place. Enjoy.'
Sioux Falls does have a lovely diner on Phillips Ave., where Jerry Nachtigal was eating bacon and eggs one sunny morning. His title is senior vice president for public affairs.
Asked what year Citi mailed its first S. Larson letter, Mr. Nachtigal said, 'I don't think I can tell you that.' Is S. Larson a woman? 'I can't tell you that, either,' said Mr. Nachtigal.
Could he say what department S. Larson belonged to? 'Not as we sit here,' Mr. Nachtigal said. Asked for a tour of Citi's offices, he demurred.
There are 167 Larsons in the Sioux Falls phone book. Luckily, Citi's automated directory is open to anyone who dials its main number.
A spoken request for 'S. Larson' brought up a Chris Larson, a Spencer Larson and a Nicholas Larson. Then a request for Sandra Larson delivered a direct line in Sioux Falls.
'Hi,' said a woman's voice, serious yet sympathetic. 'I am in the bank today, just away from my office right now. If you're calling about a Citi Card account or a refund check, you will need to dial 1-800-950-5114. Otherwise, leave your name and number, and I'll return your call shortly. Thank you.'
A message was left. S. Larson hasn't called back.
Barry Newman
没有评论:
发表评论