Marred By A Barred Card

| Working | December 20, 2013

(I have recently been mugged. My employee discount card in my wallet needs to be cancelled. This will prevent anybody using it for fraudulent transactions in a different branch of my store. I ring up a special branch of the store’s helpdesk.)

Call Handler: “Hi. You’ve reached the [employee discount] helpline. My name is [Name]. How can I help you today?”

Me: “Hiya, yes. I had my wallet stolen yesterday so I need to cancel my discount card. I wouldn’t want anybody to be fraudulently using it now, would I?”

Call Handler: “Oh, I’m sorry to hear that. I’ll be happy to help you cancel your card. In order to do this I am going to be needing the long number on the front of your card.”

Me: “Er, I don’t have it! Can I give you my postcode or my employee number, please?”

Call Handler: “Those details would not be sufficient. I will need also the long number on the front of your card.”

Me: “I’m sorry. I don’t think we’re understanding one another. Please, could you give me the benefit of the doubt? Explain this to me, very carefully. I have had my wallet AND THEREFORE my discount card stolen from me, so that they are no longer in my possession. How would it be possible to read you out the card number, in order for you to cancel this card?”

Call Handler: “You could have… memorised it?”

Me: “Who does that?! Are you seriously telling me that really is the policy? Don’t you have another way of looking it up? Are other search functions locked to supervisor privileges or something?”

Call Handler: “Well, I could look it up from your employee number, but I’m not supposed to. I’m supposed to enter your card number. They told me I should only accept card numbers so that I know the call is genuine and that you’re not trying to defraud [Company].”

Me: “But, surely, if I’m trying to cancel a stolen card, I’m trying to prevent fraud?! If I don’t have the card on me. I can’t give you my card number. Now please can we use those other search functions you mentioned so I can get ahead with cancelling this d*** card?”

Call Handler: *huffy* “Well, I suppose so. But I still think it’s better if you give me your card number…”

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