Not Banking On Your Trust

| Right | July 24, 2017

(A customer calls up chasing a refund for £338.)

Me: “I’ve found your refund. It went out on two days, the 20th and 21st, and should be in your bank in three to five working days.”

Customer: “I was told it would be three days, so I should already have it.”

Me: “I’m sorry, but by policy banks have it to allow three to five working days for any transactions of this kind to clear. I can’t speed up their process.”

Customer: “Well, I’m going to speak to my solicitor. She’s a London solicitor and won’t take this crap.”

Me: “I’m sure if you explained to her what I’ve told you that she’ll advise that you wait until Tuesday, which is the final day that second part of the refund should be with you.”

Customer: *goes on a rant about having bowel cancer and being in hospital for three weeks on the Tuesday*

Me: “You could have somebody you know and trust check for you with the bank on that day.”

Customer: “Nobody is allowed to do that for me.”

Me: “Well, I’m very sorry to hear that, but I can’t speed things up as it is banking policy.”

Customer: “You have no sympathy for a woman with cancer, do you?”

Me: “I assure you, I do. I have had family who had cancer.”

Customer: “You know what? I hope you get bowel cancer so you have to go through what I am.”

Me: *thinking I should hang up but can help* “I’m sure your refund will be with you by Tuesday.” *sees a manager at this stage* “You wanted to speak to a manager before and I’ve just seen one of our customer service managers sit down at his desk. If you allow me to put you on hold, I’ll explain the situation to him and he can give you any further information.”

Customer: “I don’t believe you. You said you couldn’t find a manager before.”

Me: “I know, but I’ve just—”

Customer: “No. I don’t believe you. You’re going to put me on hold and end the call.”

Me: “I assure you, I won’t.”

Customer: “I don’t believe you!” *hangs up*

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