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    Category: Money

    2 Good 2 Be True, Part 2

    | Florida, USA | Money

    (I work at a check cashing store and one of our biggest products is money orders. We advertise on TV and in huge signs all over the store that we sell free money orders. An old lady comes up to the counter one day and reads off a list of eleven money orders for various amounts totaling almost $2,500. After reading back and confirming, I go to get payment from her.)

    Me: “All right, your total comes to $2,498.”

    Customer: “Right.”

    (She doesn’t do anything.)

    Me: “Ma’am? It’s going to be $2,498 for those money orders.”

    Customer: “Right.”

    (She just stares at me.)

    Me: “Okay, I need $2,498 from you.”

    Customer: “But your sign says free money orders!”

    Me: “Well, yes, we don’t charge for them, but–”

    Customer: “They are supposed to be free!”

    (I haven’t been at this job very long, so my manager hears the customer yelling and comes to see what’s going on.)

    Manager: “Ma’am, what’s wrong?”

    Customer: “He wants me to pay for my money orders!”

    Manager: “Ma’am, money orders are always free, but–”

    Customer: “Exactly! So, I want my money orders!”

    Manager: “Ma’am, you still have to pay for them. We’re not just going to give you over two thousand dollars worth of money orders for free.”

    Customer: “Well, I don’t see why they advertise free money orders if they’re not free.”

    Related:
    2 Good 2 Be True

    In Need Financial Coaching

    | Tampa, FL, USA | Money

    Member: “Can you refund the overdraft fee you guys charged me? I’m a struggling single mother and my kids won’t be able to eat tonight unless you refund that. Do you want my children to starve?”

    Me: “I will be happy to look into that for you. Was the most recent transaction fraudulent or otherwise improper?”

    Member: “No.”

    (I look at the account to see that she has overdrafted her account due to a $300 purchase at the Coach Outlet. Not exactly a prudent purchase for a struggling single mother.)

    Me: “I’m sorry, but I will not be able to refund that fee for you at this time.”

    Member: “My children are going to go to bed hungry tonight! I hope you sleep well tonight with that on your mind!” *hangs up*

    Out Of Sight, Out Of Mind, Part 2

    | Ohio, USA | Money

    (This customer’s account has been overdrawn for over a month. This is due to several ATM withdrawals when she didn’t have the money in her account.)

    Customer: “You need to refund these overdraft fees because you never notified me that I was overdrawn.”

    Me: “According to the notes on your account, you called us every time before you made a withdrawal. Every time, a rep told you that you’d get a fee if you didn’t make a deposit to cover it the following day.”

    Customer: “Nope, you never informed me of any fees. Yeah, I took $500 I didn’t have in the account, but I shouldn’t get fees because you never notified me of any fees. Refund them now!”

    Me: “We also called you every day over the past month. We sent you a text and email alert every day. We also sent you 10 letters letting you know that your account is overdrawn. You will continue to get fees until you deposit enough money to cover the negative balance.”

    Customer: “I throw away all my mail from you because I think it’s junk. I don’t check my email and I ignore your texts, so it’s not my fault that I didn’t know I was getting fees. Refund them now, because I wasn’t notified of the fees!”

    Me: “Yeah, no. That’s not going to happen.”

    Customer: “But you never notified me!”

    Related:
    Out Of Sight, Out Of Mind

    Long Gone And Moved On

    | SF Bay Area, CA, USA | Money

    Customer: *shouting* “What does it take to use an ATM around here?”

    Me: “I’m sorry? What can I help you with?”

    Customer: “I said, what does it take to use an ATM around here?”

    Me: “Well, first, you would need to insert your ATM card into the machine and enter in your PIN. Do you have–-”

    Customer: *shouting* “I can’t believe this! I put my card in, and it won’t let me get any money.”

    (By this time, everyone is staring. I notice that the card he was holding was a Washington Mutual ATM card. WaMu has been dead for years.)

    Me: “Sir, I believe it didn’t work because–”

    Customer: “This bank is so stupid! Nothing here works. I am switching banks!” *storms off*

    Health Care(less), Part 3

    , | Mississippi, USA | Money

    (I get a lot of billing questions on the phone.)

    Customer: *irately* “I need to know why my insurance was canceled at the end of July.”

    (I look up his policy in our database.)

    Me: “Sir, you haven’t paid your bill since May.”

    Customer: “I have to pay my bill?”

    Related:
    Health Care(less), Part 2
    Health Care(less)

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