Needs Some Transfer Of Knowledge

, , , , | Right | February 3, 2019

(The following exchange happens to my coworker, but I am less than ten feet away and have no customers of my own, so I hear everything firsthand.)

Coworker: “Good morning. Can I help you?”

Customer: “Yes, I want you to explain something to me.” *pulls out bank statement* “You charged me an overdraft fee on my checking account, and I want it reversed. I’ve never had a zero balance. I’ve been close, but it’s never been zero.”

Coworker: “Let me take a look at this.”

Customer: “See here?” *points* “You charged me a $12.47 overdraft fee. It shouldn’t have happened. You transferred $500 out of my account on [date], when it should have been $400. I’m trying to balance my account, and I’m $100 short. You took my money, and I need it back.”

Coworker: “Well, first of all, the overdraft fee is $29.00, not $12.47. What you’re seeing here is an overdraft transfer. You are signed up for overdraft protection, so when your balance gets to zero, it pulls from your savings account. This is just taking $12.47 from your savings and putting it into your checking. We didn’t take any money from you.”

Customer: “Well, it shouldn’t have happened in the first place! What about the $100? Where did that go?”

Coworker: “Again, we didn’t take any money. The $500 was transferred from your checking to your savings, so it was always in one of your accounts.”

Customer: “But it was supposed to be $400, not $500! One of you screwed up!”

Coworker: “I can just transfer $100 back if you want. And… wait a minute… Let me look at this for a sec… This says the transfer was done online.”

Customer: “No, one of you did it.”

Coworker: “Ma’am, it shows right here. The transfer was done online through home banking. We don’t have any access to your account online, so there is no way we could have done anything.”

Me: *cutting in* “You should have received an email confirming the transfer. I know I get one every time I do a transfer online. And you can check your transaction history online, too.”

Customer: *realizing she made a mistake* “Oh… Maybe I did do that… Okay, yes, please transfer the $100 back into the account. Thanks. Bye.” *leaves*

Me: “And this is why we can’t do telephone transfers anymore…”

Driving Thru All Common Sense

, , , | Right | December 20, 2018

(I am a teller at a credit union. It is a Saturday and I am covering the phones in the basement. Our credit union has about nine different locations. I answer a phone call and this happens:)

Me: “Thank you for calling [Credit Union]. How can I help you?”

Customer: “I think I left my ID in your drive-thru; can you check for me?”

Me: “I can look into that. Can you just tell me which location you were at so I can contact them to check?”

Customer: “I don’t understand; I just need to see if I left my ID there. Do you have it?”

Me: “We have nine different locations, so I have to know which one to contact to check if they have your ID.”

Customer: “I just need to know if you have my ID!”

Me: “I just need to know which location you went to.”

Customer: “Great! I’ll be by to pick it up soon!” *hangs up*

Me: “…?”

(A while later I went upstairs to scan my check and could hear the tellers helping the drive-thru customers. I heard my coworker say, “You called to find your ID? I don’t see it here. They told you it was here?” I about lost my mind. I explained the situation to the teller, and the dude left, all mad. I never told him we had his ID.)

Check The Check: It’s In The Name!

| IL, USA | Working | November 29, 2016

(I work for a competing bank, yet leave my accounts at my old credit union for convenience. I do everything online or at the ATM and have visited a branch maybe once or twice. I have just received a fairly large check (over $10k) from my insurance company for my totaled car, and figure that depositing it in person would be the best option. I visit a branch I’ve never been to and walk up to the teller.)

Me: “Hi! I just need to deposit this today. If you need to put a hold on it, that’s totally fine, too. I don’t need it right away.”

Teller: “Oh, no, we won’t need to do that! I’ll just put that in your account right now.”

Me: “Do you need my ID? That’s a large check.”

Teller: “Not at all! I know you.”

Me: “No, you don’t.”

Teller: “Well, of course I do!”

Me: “I’ve never been to this branch. I do everything online.”

Teller: “It’s okay. I see you work for [Competitor]. You’re fine!”

Me: “Please, just check my ID…”

(The first thing I did when I got home was to log on to my online banking to make sure the check actually went into my account. Thankfully, it did!)

It’s Going To Be A Long Week

| Selah, WA, USA | Working | September 1, 2016

(I went in to the credit union to make a withdrawal. The teller had obviously had a long day and mistyped my account number three times.)

Teller: “I’m really sorry about this.”

Me: “It’s okay; I have days like that too.”

Teller: “Well, at least it’s Friday, right? Or actually, Thursday.”

Me: “It’s Wednesday…”

Will Not Be Held Accountable For Their Account

| New Windsor, NY, USA | Right | June 13, 2016

(I call up next member in line.)

Me: “How can I help you today sir?”

(The member does not look up or reply, just throws ID and a check onto counter.)

Me: “What are we looking to do with the check today, sir?”

Member: “Balances after.”

Me: “I’d be happy to provide balance information… but what are we doing with the check today?”

Member: “Deposit and cash.”

Me: “Okay, how much would we like to deposit today?”

Member: “Cash deposit.”

Me: “Sir, I’m not sure what you’re asking to do. Would you like to cash the check or deposit today?”

Member: “Deposit cash check.”

Me: “I can either give you cash for the check, or I can put the check into your account. I just need to know what you would like to do today?”

Member: “Oh, put it in my account.”

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