It’s Not Card Blanche

I work in a call centre for a UK bank that has a credit card.

Caller: “I have an issue with my credit card. It’s not refreshing.”

Me: “Refreshing? Like, the app isn’t refreshing?”

Caller: “No! My credit limit! It’s a new month, and the amount hasn’t refreshed!”

Me: “Oh, so you’re not seeing a payment made on the card appear on the account?”

Caller: *Heavy sigh.* “Okay, I see I am going to have to explain this to you like a child. My credit card has a credit limit of £1,000. I spent it last month, but this month my balance hasn’t refreshed. I want to spend my new £1,000!”

Me: “And you haven’t paid any of that money back?”

Caller: “Why would I do that?”

Me: “Madam, you’re making it sound like you’re expecting your credit card to… uhm… top up with £1,000 for you to spend every month.”

Caller: “Yes, that’s how they work.”

Me: “That is not how they work. You need to pay that money back to the bank.”

Caller: “You do?”

Me: “Yes, madam.”

Caller: “Well, that’s disappointing. Okay, well, make me a new card with a new balance, and I’ll use that to pay off the other balance. Make my new credit limit £2,000 so I still have £1,000 left to spend.”

Me: “First, that’s not how it works, for many reasons. Also, even if we did that, you’d then need to pay back £2,000.”

Caller: “And then you’ll give me a new credit card with a £3,000 credit limit the next month! Am I going to have to explain this to you like a child?”

It took some extensive explaining as to why her scheme wasn’t possible. Before hanging up, she expressed her ‘uttermost disappointment’ that the money would need to be paid back.