(A customer comes in to get replacement debit card. Lost cards attract a replacement fee, but for stolen cards the fee is waived.)

Customer: “I need to cancel my debit card and get a new one.”

Me: “No problem. Was it lost or stolen?”

Customer: *looks a bit confused* “I’ve only just noticed it’s missing. Does it make a difference?”

(I explain about replacement card fee.)

Customer: “Yeah, it think it must have been stolen when I left my wallet in the car earlier.”

Me: “No problem. Do you happen to have any ID on you?”

Customer: “Sure.”

(The customer pulls out an old, tattered wallet that also clearly contains a reasonable amount of cash and gets a drivers license
out.)

Me: “Thanks. You were pretty lucky.”

Customer: “How come?”

Me: “Lucky they only stole your debit card from your wallet.”

Customer: *suddenly looking guilty* “Yeah.”

*pause*

Customer: “So I’m going to charge the Replacement Card Fee?”

Me:“Yeah.”