Breaking Into The Bank Would Be Easier Than This Conversation

, , | Right | August 28, 2020

I work call center support for a major website. A lady calls in, already swearing under her breath.

Caller: “Hey, I have a charge on my bank account from you guys and I never gave you my info.”

Me: “I’m terribly sorry. Let me look up the charge and see what we can do. Can I get the debit card number?”

Caller: “No! You will just charge me again. I’d never give info like that out over the phone.”

Me: “I need it to pull up the previous transaction. Otherwise, there is nothing I can do about the charge you claim is incorrect. Also, even if I wanted to, I have no way of charging your card from my end.”

You actually can’t from our system. I spend the next few minutes convincing her that she won’t be charged by me. I then spend a while digging through every corner of our system I can possibly think of to try and find any trace of this charge to her account. I come up with absolutely nothing.

Me: “I’m really sorry, but I’ve dug through everything I can think of here in our system and I can’t find any record of your account info anywhere, much less a charge to it.”

Caller: “Oh, you’re just not looking in the right place.”

Me: “I assure you, ma’am, I’ve looked everywhere I can.”

Caller: “Well, you’re just going to have to look at my bank account and see the charge!”

She then starts to give me all the information to literally have me log in to her bank account online and look through it. I stop her before she says any real info.

Me: “Ma’am, I cannot log in to your bank account. Not only is it wildly against policy, but it may even be against the law; I’m not sure. Please do not give me any more information about your account.”

I’m somewhat confused at this point since she was SO reluctant to give me just her debit card number earlier, and now she’s basically throwing her entire bank account at me.

Caller: “I want to speak to your manager; you’re being deliberately unhelpful.”

Chuckling to myself now, I got my manager over to me and explained the situation. My manager had me repeat the part where she was trying to give her bank account info to me. 

He got on the call and she tried to give him her bank info. He stopped her and again explained that we couldn’t log in to her bank account from our end. She started swearing up a storm, literally DEMANDING that two strangers over the phone open up her bank account online, and doing everything she could to try and get me fired. My manager hung up on her after about ten minutes of swearing.

We looked at each other and just burst out laughing.

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