Unfiltered Story #67338

Baton Rouge, LA USA | Unfiltered | October 25, 2016

(I’m working as a receptionist in the financial advisory office of a large bank, with many branches all over the country. Our branch only has access to accounts opened at our local branch, for security reasons. I would like to mention I was in a very good mood that day, so I know I wasn’t being rude to anyone, even on a subconscious level.)

Me: Thank you for calling [Bank Name] how may I direct your call?

Caller: Yes, I wanted some information about my account.

Me: Of course. Can I have your account number please?

Caller: *gives account number*

Me: Oh it seems your account is with our New Orleans branch so no one in our Baton Rouge office would have access to your account if you had any specific questions. Would you like me to transfer you to our New Orleans branch so they can assist you better?

Caller: I know my account is in New Orleans. I live in Baton Rouge now. I want to know if I come to your location if someone can help.

Me: Well ma’am, since no one in this office has access to your account information, we wouldn’t be able to help with specific account questions or properly advise you about your account. However, if you need to pick up or drop off a check for you account, we could process that here.

(Sidenote: Clients come in all the time to drop off or pick up checks. It is one of the few reasons clients need to come to the office.)

Caller: Why would I want to drop off a check? I never mentioned anything about checks.

Me: I’m sorry, ma’am. I just meant that if you needed to deposit or withdraw money from your account, we could do that for you at our office. Otherwise, you would need to speak to your FA at our New Orleans branch.

Caller: *begins raising her voice* I don’t understand why you keep telling me about checks! I don’t care about checks! I just want to know if someone there can look at my account for me!

Me: No, ma’am. I’m afraid we don’t have access to your account here.

Caller: Well, why not?!?

Me: Because we only have access to accounts opened at this location. It is for security purposes, to protect your account from being accessed by anyone. Only your advisor and the management at the New Orleans branch where you originally opened the account can see your information. [Bank Name] takes privacy and security very seriously. Would you like me to transfer you to our New Orelans office so someone there could better help you with your questions?

Caller: Well that’s just crazy! You haven’t worked in customer service very long, have you?! You are so rude! I don’t care about checks! You have no place in customer service!! I’m calling your manager!!

Me: I’m sorry if I have upset you ma’am. Would you like me to transfer you to my manger?

Caller: Can he access my account?

Me: Well no. As I said, only the New Orleans branch can.

Caller: You are terrible with customer service! I’m calling your manager!!! *click*

( I had never had a complaint before, even with 12 years of experience in customer service. I walked straight in my manager’s office and explained what happened. I promised I was in a good mood and not the least bit rude, in my opinion. My manager laughed and said he hoped she called back. He thought she sounded entertaining! She never did.)

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