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.

Owe A Debt Of Ingratitude

| Working | August 6, 2014

(I have a major credit card from a well know company. I use it with pleasure for several years until I bring my business to another bank. Despite their customer care repeatedly confirming they had fixed the issue, somehow the billing department keeps trying to charge my old (and closed) account instead of the new one, so every month I get in my mail first a polite letter telling me their charge bounced, then a slightly-less-polite, then a more-than-slightly-less-polite and finally, a nearly threatening letter. I decide to cancel my card, so I call once more.)

Me: “Good afternoon. My name is [My Name] and I’d like to cancel my card.”

Operator: “Sorry to hear that, sir. May I ask why?”

(I explain what has happened.)

Operator: “Sir, please let me check into the situation. We don’t want to lose you as a customer. I promise i will fix the issue.”

Me: “Thank you, but in the last six months at least 20 operators told me the same. I’m no longer interested in your service, so please cancel my card.”

Operator: “I’m deeply sorry for that, but let me please check it for you. We will find a solution.”

Me: “Look, I don’t want to be impolite but I tell it like it is: I’m getting quite tired of getting called a deadbeat by your company that apparently is unable to fix YOUR mistake. I already cut my card in half and placed it in an envelope. Please cancel it so I can send it back to you.”

Operator: “That’s fine sir. Glad to have had your business. Have a nice day.”

(10 days later I find in the mail a GOLD card from the same company. I called the customer care for explanation and it looked the last operator I spoke canceled my old card but gave me a free upgrade. They nearly begged me to give a try as they “fixed the issue” so I do a single transaction. One month later I got an irate call from a debt collector… Guess WHO requested their services?)

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Can’t State This Enough

| Working | June 29, 2014

(My family and I take a vacation to Block Island, off the coast of Rhode Island. Rhode Island is a very small state, but a state nonetheless. While out kayaking, my dad loses his wallet, including his credit cards. When we get home he calls the credit card company to cancel his card.)

Rep: “Okay, sir, where were you when you lost your credit card?”

Dad: “I was on Block Island. That’s a part of Rhode Island.”

Rep: “Thank you, sir. And what state is Rhode Island in?”

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Making A Ridiculous Statement

| Working | May 30, 2014

(I’m cancelling my credit card, after switching to another company whose card offers perquisites I’m more interested in having. After turning down the agent’s offers for other cards I’m not interested in, the following conversation finishes the call.)

Agent: “Okay, I’ve cancelled your account. You’ll no longer have online access to the account and services. You’ll still be responsible for any charges that are posted to the account.”

Me: “Okay. Are you going to be sending me a paper statement if there’s activity?”

Agent: “No. You were signed up for electronic statements, which can be viewed online.”

Me: “Which I no longer have access to.”

Agent: “Yes.”

Me: “So, how will I know if something is charged to the account if you won’t give me online access or send me a statement?”

Agent: “You can still call in to our phone service.”

Me: “So you’re not going to tell me if there’s activity on my account, but you want me to keep calling in to check on the off chance that something does?”

Agent: “Yes.”

Me: “No.” *hangs up*

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