This Is Why We’re In A Recession, Part 94

, , , , , | Right | June 16, 2020

I work for a credit card company.

Customer: “My card was declined. I need you to fix this right away!”

Me: “Ma’am, your card is over the $400 limit. Also, I see that you have never made a payment. You need to make a payment in order to keep using this card. I can take a payment over the phone.”

Customer: “I don’t have to pay for this! You guys sent me this card; I just use it!”

Me: “Yes, ma’am, but you need to make a payment in order to continue to use this card.”

Customer: “I thought this was all paid through advertisements! I don’t have to pay for this! You sent me the card!”

Me: “…”

This is not the first time this has happened to me. Nor will it be the last.

Related:
This Is Why We’re In A Recession, Part 93
This Is Why We’re In A Recession, Part 92
This Is Why We’re In A Recession, Part 91

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The Scams Are Coming From Inside The Walls

, , , , | Working | May 26, 2020

My grandmother falls prey to an Internet scam that results in a recurring charge on her credit card every month for $100. After a few months, she asks my mother and me for help, so we call the credit card company.

Employee #1: “Okay, we have issues like this all the time. Here’s what we’re going to do. I’m going to cancel this card and send you a new one, but I’ll put a security hold on your account so that your new information isn’t forwarded to the scammers. Then, I’ll start the paperwork to see if we can refund the fraudulent charges, and I’ll open an investigation into the scammers. Does that sound good?”

We thank him profusely for his help and even agree to pay extra to have my grandmother’s new card overnighted to her so we can put this mess behind us. But the next month, we see the fraudulent charges again. Because my grandmother has updater services — when she gets a new card, her company automatically sends the information to the companies that she has recurring charges with — we realize that the security block must have failed, so we call again.

Employee #2: “I’m looking at the account, and I see that a new card was issued, but there’s nothing in the file about a security block for these charges, no paperwork started at all about the fraud, and no open investigation.”

Grandmother: “So, what you’re telling me is that your coworker openly lied to me over the phone when he said he was taking care of all that?”

It turns out that was pretty much the case. The second employee was very helpful. She stayed on the line with us while she did each step and confirmed that she’d completed each one as she did. We spoke to her supervisor — who also confirmed that everything had been handled — and told him that she did a great job, but we lodged a very strong complaint about the first employee who’d helped us.

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Tales From The Script

, , , | Working | March 24, 2020

(I have an account with an online retailer with notoriously slow shipping, and therefore, it’s been almost a year since I made a purchase. One day, I get two emails from them: first about a new login to my account in a state very far from where I live, and then, a few hours later, another email with an order confirmation. Neither of these was actually done by me, so I follow the instructions in the first email and call the company. They’re very helpful and cancel the order and close my account, and then they tell me I should call my credit card company to inform them. I do so and get transferred to the fraud department.)

Me: “I have an online account with [Company] and there was a charge that I did not make, so they closed my account but wanted me to call you, too, just in case.”

Fraud Department Rep: “Okay.”

(She asks for details about the charge, which I give, and she finds it and verifies that the other charges were legitimate. Her questions and statements are very methodical so it feels like she’s just reading off a script.)

Fraud Department Rep: “And have you ever made a purchase with [Company] before?”

Me: “Yes, but several months ago.”

Fraud Department Rep: *long pause* “I’m sorry?”

Me: “Yes, my last purchase was almost a year ago.”

Fraud Department Rep: *another pause* “Ma’am, if you provided your credit card information, it’s not fraud.”

Me: “But this wasn’t a purchase I made. My credit card info is saved in my account. Someone got into my account and made an unauthorized purchase. They canceled it but said I should call you, too.”

Fraud Department Rep: *in a confused voice* “But it’s not fraud if you gave them your credit card number.”

Me: “I didn’t make the purchase, though. They even said this was fraud when they canceled the order and said they needed to cancel my account.”

Fraud Department Rep: *yet another pause, then in very confused voice* “Let me put you on hold for a moment.”

(After just a couple of minutes.)

Fraud Department Rep: “Yes, we will cancel your card and send you a new one.” *goes through the procedure/instructions for that*

(Oh, the horrors of a problem not in the script!)

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Ignoring The “Security” Part Of Social Security

, , , , | Working | May 26, 2018

(I am at home and suddenly receive a call from an unknown number. I decide to answer.)

Caller: “Am I speaking with [My Name]?”

Me: “That would be me.”

Caller: “I need you to confirm you are [My Name]. Would you please confirm your date of birth and social security number?”

Me: “I am not comfortable providing that information.”

Caller: *agitated* “Well, you have to confirm you are [My Name] before I can speak to you.”

Me: “But you have not said who you are, or what company you are from. Why would I give my social and birthdate to you?”

Caller: *more agitated* “Because you need to confirm your identity!”

Me: “You do realize you called me, right? I have no obligation to answer your questions. If you tell me who you are and what company you’re from, I might reconsider.”

Caller: “Fine! If you want to be difficult, then I am ending this call. I don’t have to put up with someone like you!”

(They hung up on me, and I later found out that they were from my credit card company. I filed a report with the company and they came back to say that they reviewed the call and she had done everything right, including hanging up on an abusive customer. Interesting that they never told me the call was being recorded.)

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Unfiltered Story #103853

, , | Unfiltered | January 19, 2018

I worked at a credit card customer service center for a while, where we took phone calls from people around the United States.

Me: Thank you for calling [credit card company] how can I help you?

Customer: Well, I am at a very, very upscale store, and your company declined my credit card. I can understand if you declined my card at McDonald’s, but this is a very upscale store in New York, and it’s very embarrassing to have you just decline my purchase like that.

Me: I’m very sorry about that, ma’am, let me just check your account and see what happened.

Me: It looks like we never received the transaction at all. Sometimes the card readers malfunction, or stores have trouble with their systems. Maybe try swiping your card again.

Customer: I don’t think you understand. I am at [name of upscale store]. This is a very nice place and they would NEVER have something like that happen. This is an EXPENSIVE place in Times Square, New York. Do you really think their systems would just *go down*?

Me: Well, we never received any information from them, and it usually comes through automatically. We have no record of declining anything. So….

Customer: Are you f—ing kidding me? Now you’re denying you did anything?! I don’t think you f—ing understand how embarassing this is for me. I’m going to hang up now, and I want you to call this cashier at the front desk here, [name of cashier] and PERSONALLY apologize. The number is [Phone Number]. I want you to let her know that I have money on my card and YOU declined it.

Me: Ma’am, for security purposes I can’t speak to anyone besides you about the nature of your credit card.

Customer: Give me your manager.