Our experience in Italy has been interesting, so far. There are many adjustments and lots of cultural differences. In fact, we’ve become accustomed to the give and take of it all. But being here can also mean that we encounter some glitches from “back home” in the good old US of A.

Preparing to be in Italy means that we have to think through possibilities. While we’re here, we could receive an unexpected bill that needs attention. Or, we have to remember to pay our property taxes within a week of our arrival in California. Okay. We’d prefer to forget that one, but hey . . . we’re responsible adults here.

So, we have checklists. We methodically track through dozens and dozens of things to be considered. Are the sprinklers set? Have we made provisions for the mountain of mail? Are our credit cards current? Wait a minute, that one requires checking the embossed date on the front of the card. At the beginning of March, I realized that our cards were due to expire at the end of the month. So I called the bank. “We need new cards, asap,” I told the customer service rep. “Well, we’re issuing new cards currently and you should have them within 2 months,” was the answer. That wouldn’t do. We buy groceries with those cards. We buy gasoline. We buy stuff at the hardware store. “Listen,” I said, “I’m leaving in one month and must have the new cards by then.” She countered, “It’s possible, but I just can’t say for sure.”

For the next 30 days I watched the mailbox. I lurked just inside the door as the mail-lady casually walked toward our house with a fistful of mail. Day after day I waited and watched. Finally, 10 days before my departure, the coveted cards arrived. I was thrilled. The bank came through for us. Way to go, SuperBank. The next day another envelope arrived from our second, less-than-super bank.

Enclosed were our new ATM cards. Wow. This is unbelievable. Both banks came through. We learned a few years ago that we need 2 different banks because there are mechanical glitches in Italy and one card may not work but the other will. Go figure. And we discovered that European PIN codes must be 4 digits, not 6. Guess how we discovered that little discrepancy?

So, armed with 2 renewed credit cards and 2 new ATM cards, I departed the US, confident that I had covered all my bases. Imagine my horror when, after 3 weeks, I went to the ATM to withdraw some cash and was refused. What?! How could that be? We tried another machine, with the same results. I must admit that I was a bit miffed with SuperBank and planned to have a heart-to-heart with a customer service rep. Then, imagine my compounded horror when I noticed that the ATM cards from SuperBank had expired at the end of April! I had let our second ATM cards expire. Well, it was just a little problem to be addressed.

On May 2nd, I made the dreaded phone call and talked with Nellie. She was nice, but needed approval from a supervisor. Raquel fielded the call and after 37 minutes of conversation, assured me that within 3-4 days, we’d have new cards. Then she added, “It depends on your mail service.”  Holey Moley! We were doomed. Okay, that’s an exaggeration. Seriously, mail service here in the country is fine. Slow. But fine. Did I mention that it’s slow?

I chuckled at Raquel’s statement and mentally altered my expectation. I’d give them 2 weeks. When the 2-week window was up, I called SuperBank again. “Our cards have not arrived,” I stated. Edna said, “Yes, they have.” I must have been in a stupor that translated into a long pause and she added, “They were delivered May 6 to Calenzano.” Calenzano? Calenzano? Why, that’s another town altogether. With my adult, controlled voice, I queried, “Why would our cards be delivered to a town that is NO part of the address that I gave you?” Her response, “Hmmmm. I don’t know.” We concluded together that the first set of cards needed to be cancelled and others ordered. My conversation with Edna lasted 23 minutes. New cards were ordered. Good.

The next day, I remembered that I hadn’t given our phone number to SuperBank. So I called again. Brennan was delightful, although he put me on hold for quite some time. I gave him our phone number and the GPS coordinates, so delivery was assured. But then he broke some bad news: he could only put that information into the file, but couldn’t change the order. He was sorry, but UPS doesn’t allow changes. UPS?! UPS!? The cards wouldn’t be arriving in the mail? Raquel had been wrong! Brennan was getting final permission from his supervisor, when the phone went dead. The connection had been dropped. Did I mention that phone service in Italy is not robust? Argh! Another 20 minute phone call logged without resolution.

The next day, I spoke with Milton, who gave me the tracking number for UPS.  He assured me that the package would be delivered by the end of the day on May 20th. While he comforted me with promises of punctual delivery, I was simultaneously online and saw that UPS was requesting more information—like a valid address. I practically jumped through the phone. “Milton, do you have a phone number for UPS in Florence? They can’t deliver the package.” He calmly replied that I’d have to call “International Services” to resolve any issues. He gave me the number.

I phoned UPS and GianLuca answered. I explained to him the plight of our package. He asked silly questions, like, “Is your name on your mailbox?” Yes. “Is your address on your mailbox?” Er, no. Uh, oh. Quickly, I proposed an alternate plan. “Can we come to Florence and pick up the package.” Without hesitation, he answered, “Certo, certainly.” Okay. Okay. Finally, this is going to work. “Where exactly are you?” I asked. He answered with one word, “Calenzano.”

Posted on May 21, 2011

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