A Chip And Spin Tale

This story takes place several years ago, before our store is able to switch over the POS to accept the chip on debit/credit cards. Every cash register has several layers of tape over the chip slot, a small sign saying, “No chip reader,” on the machine, and the screen of the machine says, “Please SLIDE card,” with the word slide actually being in all caps. Of course, this doesn’t stop people from still attempting to insert their cards. But this one lady takes the cake.

She is attempting to insert her card, but the tape is stopping her, of course. 

Me: “Ma’am, you actually have to slide your card here; our systems just aren’t set up to accept chip payments yet.”

Customer: “Well, my card has a chip and I use the chip everywhere else I pay. I don’t see why I can’t just use it the same way here. This is stupid and just confusing. How was I supposed to know that you can’t take the chip?”

Me: “I agree, ma’am, the process can be confusing. We tried to make it a little less confusing by blocking off the chip reader and posting a note saying we don’t accept chips. But if you will just slide your card right here for me, we can finish up your transaction.”

She then starts to peel the tape away from the chip reader in an attempt to insert her card.

Customer: “This is just all wrong. I don’t think you know what you’re talking about. Everywhere accepts these chips; it is an absolute law that all places of businesses have to accept the chip.”

Me: “Actually, ma’am, that is not true. The law is more of a compliance issue that says that because we do not accept chip cards, if anything fraudulent happens then the non-compliant company is held liable for all charges instead of the credit card company. Our company is still a little behind, although I have heard that corporate does plan on implementing a new system soon that would be in compliance. However, if you want to purchase your items today, I’m going to have to ask you to remove your card from the chip slot and slide the magnetic strip on the back of your card, please.”

She finally attempts to swipe her card but does it so roughly that the machine swings around while she’s halfway through swiping causing an error. 

Me: “Ma’am, you’ll have to realize your card, please. The machine moved just a little bit which caused an error in processing.”

Customer: “No, I already swiped my card; you’re just attempting to steal my money.”

Me: “I can assure you, I would not risk losing my job just in an attempt to steal $15 from you. Also, I have no clue how to even do that, and lastly, your account is not charged until a receipt prints out. If you want, I can hold the machine steady for you while you slide your card again.”

She then proceeds to pull a $20 out of her wallet and fling it across the counter at me.

Customer: “Here, just take it in cash, and if I see money missing from my account later, I will be coming back up here and having a talk with your manager.”

Obviously, she never came back to speak with a manager.