Unfiltered Story #190873

, , | Unfiltered | March 26, 2020

I was working as a teller at a branch of M&T Bank on a University campus. People often google the phone number of the bank without specifying which branch they want to call as there are several branches in the area. This woman is one of the reasons I no longer work in customer service:

Me: “Thank you for calling M&T Bank University Campus Branch, this is (my name). How can I help you?

Woman: “I need you to tell me the balance in my account.”

Me: (It is not allowed to give out balance information over the phone unless you recognize the customer’s voice and you know for a fact they are who they say they are. There are several questions you have to be able to answer in order to say that you ‘know’ a customer.) “Ma’am, unfortunately I can’t do that; we are not allowed to give balance information over the phone. If you’ll call the number on the back of your card, an automated system will be able to access that information for you.”

Woman: “I ain’t calling no robot for nothing! I called you! Tell me my balance!”

(I can hear kids screaming in the background, and she yells at them several times, making her more aggravated.)

Me: “I’m very sorry but I can’t. The automated system is very fast and can help you better than I can with this.”

Woman: “I DON’T WANNA CALL ANOTHER NUMBER! YOU NEED TO HELP ME!”

Me: “Again ma’am, I wish I could, but I can’t. Is there anything else you need today?”

Woman: “yeah, which branch is this? Where is your manager? Is this (other branch)?”

Me: “Unfortunately my manager is in a private meeting right now, so she is not available, but she would tell you the same thing I have. And you have actually called (University Branch), not (other branch).”

Woman: “Well they know me at (other branch) and would tell me my balance over the phone! NOW YOU NEED TO!!”

Me: “I’m sure they do, ma’am, but it’s probably because they are familiar with you over there. We have procedures in place that allow us to bend certain policies for customers that we can successfully answer specific questions about to prove we know them, and we also have to recognize their voice over the phone.”

Woman: “What? That’s not fair! I just got up! My voice sounds different in the morning! TELL ME MY F****** BALANCE!!”

Me: “I’m sorry but I can’t. I don’t know you. If you continue to use foul language I will have to end this call.”

Woman: “F*** you! TELL ME MY BALANCE NOW!”

Me: “I’m sorry but I asked you to stop using that language or I would have to end the call. Please call (other branch) for your needs. Have a good day.” *click*

(The woman called back again, and my coworker picked it up. She had a similar conversation and gave her the same information I did. It wasn’t good enough and she then suggested again that the woman call her regular branch and even offered to look up the number for her. I quickly pulled it up on my own screen between customers so that she could just read it right off to the lady. The lady swore at my coworker and hung up on her.)

*phone rings again and it’s my turn to pick up*

Me: (answers the phone the same way I did before)

Woman: “TELL ME MY BALANCE!! WHY THE F*** WON’T YOU JUST TELL ME! I NEED TO KNOW NOW!!!”

Me: “Ma’am if you’ll just sit tight for a few moments, my manager will be out of her meeting shortly and I can ask her to take care of you. She may make an exception if she sees a need to, but I don’t have that power and don’t want to get in trouble.”

Woman: “F*** YOU!! YOU ARE TREATING ME LIKE S***!! I’LL HAVE YOU FIRED!! YOU ARE ALL BEING HUGE A******* TO ME RIGHT NOW!!”

Me: (getting very agitated and uncomfortable with how she’s talking to me, as I don’t take well to being screamed at, so my tone is slightly sharper) “Ma’am, for the LAST time, if you cannot stop using foul language, I will not be able to stay on the phone with you. (Other branch) can be reached at (number). Please either remain on the line for my manager who will be along in a few minutes, or call that branch. Beyond that I cannot do anything for you.”

Woman: “A******!!! YOU ARE ALL A*******!!! F*** YOU!!!”

Me: (Slightly raised voice and very sharp tone as I’ve had more than enough) “Ma’am, I have warned you several times. I am terminating this call now. If you continue this behavior I will call the police for harassment. If you need (other branch)’s number, you can google it. I am now ending this call.” *click*

Coworker: “You need a break after that…why don’t you go take one. (Manager) will understand and there’s no line waiting so I can keep this area covered.”

Me: “I do need to cool down. Thanks.” (I get up and take a walk.)

(Apparently the woman called back 10 minutes later asking for the manager. My coworker told her she was not yet available and the woman asked for the number to her regular branch. My coworker gave it to her and asked her to never call us again unless she was going to be polite and calm. She never called back.)