I work for a bank from home. I work in the fraud department and I deal with people’s debit cards. In a perfect world, people call in, answer questions, and then hang up without too much fuss. I actually get those people very often.
Then, there are the jerks. They interrupt my intro, they correct their caller intent (the box that tells me why they called) to tell me I’m wrong and that THIS is why they called (which, nine times out of ten, is exactly what I just said to them), and they refuse to answer questions correctly or even at all sometimes. A good example of it is something like this:
Me: “Hello, you’ve reached [My Name]. May I confirm your full name as it appears on your card?”
Customer: “I’m calling in because you locked my card and I want it unlocked.”
Me: “Wonderful. May I confirm your name?”
Customer: “[First Name].”
Me: “I’m sorry, may I confirm your full name as it appears on your card?”
Customer: “[Full Name].”
Me: “Wonderful. I see three transactions from [Website] for twenty dollars each. Did you make those?”
Pause. You’ll notice that’s not open-ended. That’s a yes or a no. And without fail, they reply like this:
Customer: “Well, ya see, what happened is…”
They recall their entire day. They ask why their card was blocked. They do not say, “Yes, that’s mine,” or, “No, that’s not mine.”
Other customers have the magical power of context, where they know how to answer a yes-or-no question without blabbering for five solid minutes about NOTHING important. Nothing. Not one item they say is ever relevant to how I can help them. But that isn’t the worst part.
The worst is, after all of that, you approve their card to be used and unblocked. And they immediately do two things.
1.) “Dont you hang up, I dont wanna wait a half hour to get back to you! I need to make sure you did your job!”
Lady, get off my phone. This whole call was recorded, and you think I sat here listening to you and doing nothing for laughs?
2.) They do the exact same suspicious s*** that locked their card, inevitably locking their s*** up again, and then they claim I did nothing.
The bank did that. Their automated fraud protection system saw you do the suspicious thing again and locked the card again. I agree it’s a stupid system. Stop doing that with your card and it will stop locking. I realize it’s your money. Yes, you can do what you want with it. Yes, I’m aware you can leave and join another bank. I couldn’t care less.
PSA #1: if you called a business to perform their function, we did what you asked. We were recorded doing it, as well as everything we said back and forth. We are not incompetent, and we do not enjoy listening to you complain in our ears.
PSA #2: If we ask a question, we want the answer and nothing else. Please shut up if it isn’t relevant to me helping you.
