Unfiltered Story #67089

Unfiltered | February 7, 2016

(we are a government agency that requires regular payments from our clients, this client has had a call from a coworker as we have not received his most recent payment, my coworker is on the phone with another customer)

Customer: So i’ve checked with my bank and they said they have received the payment back. It’s been rejected because of invalid bank details.

Me: So can i check with you the bank details you have? Our sort code is xx-x4-xx.

Customer: i have xx-x7-xx here on my statement, why have you changed your bank details.

Me: We havent changed our bank Details, these sare the bank details we have always had.

Customer: These are the bank details that I have been using for 5 years, how come they have worked and all of a sudden it’s not working now.

Me: I assure you we have not changed our bank details.

Customer: This is my life you are messing with I’ve made every payment, now I’m in arrears and and it’s your fault. Why have you changed your bank details.

Me: I’m sorry, all i can suggest is that you make up that payment today, it’s only one payment, and then you can amend the details on your standing order for future payment, I will put a not on your case to say what has happened.

Customer: Explain why you have changed your bank details.

Me: I’m sorry I can’t explain it, it’s one of those things…

Customer: It can’t be one of those things these are my personal details you are messing with, my personal details.

Me: It’s one of those things that someone who knows more about banking may be able to explain but i cannot, i do not know what to say. We have never changed our bank details.

Customer: This is what is on my statements I’m going to print it out and send it to you. You have changed your bank details

Me: If you wish to complain please write to us, otherwise I still need your payment

Customer: Are you going to be dealing with my case or does [coworker] deal with it?

Me: [coworker] is your caseworker. It looks like she is available now, i’ll transfer you through.

(he continued to insist that we had changed our bank details)