Red Alert About An Orange Flag

, , , , , | Right | January 14, 2020

I used to work for a third-party call center contracted to a large, national bank, where I was a Debit Card Fraud Analyst. I enjoyed the job, but I had my fair share of belligerent customers. 

My supervisor was going in for surgery for a chronic condition, and I had been teasing her all week that my last call of her last night as my supervisor, I was going to get an “Orange Flag” call. This was simply a piece of orange, laminated paper with instructions on what to do with a threatening call; you would pull it off the board by your computer and wave it in the event of a threat. These events would take close to an hour to resolve, so I was basically telling her I was going to keep her over. She would laugh at me and we’d go about business.

My crew was the last to go home from this center, we’d leave at two in the morning, and on her last night as my supervisor, we had back-to-back calls. Finish a call, the next person was on the line at once. At 11:58, my cubical partner and I both got calls and as we went to pull information up, nothing worked. None of our systems would come up, nothing. We apologized to our customers, who were thankfully understanding, and put them back in the queue. At 12:02 in the morning, nothing. No calls. Everything seemed to have crashed on us, including the phone systems.

We now had close to an hour between calls, and the supervisor found out that the bank had taken its systems down for maintenance. Nothing would go through. All debit, credit, and ATM cards would not work for the next several hours, and if a customer happened to get through to us, we were to let them know to try again at a certain time. I wrote up a phone script for myself and ended up giving it to everyone there. I sounded like an automated phone system and used it to my advantage to not talk to customers. It politely let them know that our systems were down, we were unable to help them, and to please try again at the specified time. Of the five customers who managed to get through to my phone, four of them just hung up.

At 1:57 in the morning, one final call came through. I opened with the script I’d written: “Thank you for calling [Bank] Debit Card Fraud Services. We regret to inform you that all of our systems are currently down for maintenance and customers will be unable to use their Debit, Credit, or ATM cards until six am Eastern Standard Time. If any trouble persists after that time, please call the number on the back of your card to speak to an associate. Thank you for your understanding.”

And he responded with, “WHAT THE F***?!”

I tried again, but he launched into a tirade on me. “NO! NO! YOU STUPID F****** B****! NO! SHUT UP! SHUT THE F*** UP! I HAVE A FLIGHT TO CATCH IN THE MORNING, AND I NEED TO BUY MY PLANE TICKETS RIGHT NOW, AND YOU’VE BLOCKED MY CARD!”

He wouldn’t listen to me when I tried to explain to him that our systems were just out, and I was thinking to myself, “Why would you wait this late to book your tickets anyway?”

Then, he gave me this gem: “IF YOU DON’T UNBLOCK MY CARD RIGHT NOW, I’M GOING TO FIND YOU! I WILL FIND YOU, AND I WILL F****** KILL YOU AND YOUR WHOLE G**D*** FAMILY! DO YOU HEAR ME?! I WILL F****** SHOOT YOU!’

I muted my mic, sighed, and waved the orange flag at my supervisor, who just stared at me. She took over the call from there and I sat and listened to her deal with this man for a good forty minutes, taking down information. I went to clock out, use the restroom, and get a drink, and came back to ask what happened.

Turns out, he was already on file for making threats like that against employees pretty regularly, and that was his last strike. The bank was going to close out his account with them and blacklist him as a result.

My prediction came true. On the last call of her last night, I had to give her an orange flag. I couldn’t have timed that better if I had tried.

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We Think We’ve Found The Demon He Was Shouting About

, , , , , , | Right | January 13, 2020

I’ve just finished ordering a healthy lunch of nuggets, fries, and soft drinks for my kids in the packed food court when a man jumps up into the counter and starts yelling about god and demons.

He is obviously having some sort of psychological crisis and security is quick in arriving and coaxing him down. He seems pretty harmless, but it’s school holidays and the place is packed with families and teens who wouldn’t normally be there this time of day mid-week so there’s a lot of kids looking a bit scared.

Security is successful and he is coaxed down and escorted away — hopefully to be met by an ambulance so he can get some assistance — and everyone starts to get back to what they were doing prior to the excitement.

Cue an irate woman who starts yelling at the staff because her food is taking too long to be ready. She actually folds her arms and stomps her foot and demands that her food be ready “right this instant or corporate will be informed.”

Honestly, how self-absorbed are people?!

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Stand Up For What’s Right, Even If You Have To Sit Down After

, , , , | Friendly | January 12, 2020

(I’m afraid of confrontation, but I also have a tendency to speak before thinking. One day, I am walking to a mall with my husband. We have to cross a road for cars and a bike lane. A zebra crossing crosses both roads and both biking lanes, so pedestrians should have the right of way. Unfortunately, many forget about that rule, willingly or accidentally. In front of me, a group of three women crosses the zebra. Two kids on a bike, a boy of about 13 years old and a girl of about 11 years old, do not give way, but there is no accident as there is enough space. However, one of the women suddenly stretches her arm and tries to grab the girl off of her bike! The girl wobbles but manages to stop safely. The boy — her big brother, we assume — stops, as well. But before anyone else can react, I yell:)

Me:Hey! Don’t you dare!”

Woman: “I had the right of way!”

Me: “I don’t care! You almost made her fall!”

Woman: “Mind your own business!”

Me: “I won’t mind my own business when I see someone pulling a child off her bike!”

Woman: “I had the right of way!”

Me: “That did not give you the right to cause an accident.”

Woman: “Just shut up, you!”

Me: “Not for someone who almost hurt a child! Right of way or not, you were in the wrong here!”

(The women walk on, while the aggressor keeps mumbling that people should mind their own business. The children also go on, though they look shocked. I can’t ask them if they are all right; they are already gone.)

Husband: “Wow, you were fast!”

Me: “I didn’t know what came over me. I just imagined that child falling in front of me…”

Husband: “I don’t know if I would have had the guts to say anything.”

Me: “Could… could we sit down for a moment? I’m so scared all of a sudden… My legs are weak.”

Husband: “No, not yet. You can’t show weakness to that b****. Just wait until she can’t see you anymore.”

(My husband then treated me to ice cream so I could sit down and calm down. We didn’t see any of those women in the mall again, and two years have passed by now. It’s okay to be upset if you do not get right of way, but that never justifies causing — almost — injury to anyone!)

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Can’t Get Over You Moving Over

, , , , | Right | January 10, 2020

(I am at the grocery store, going to the self-checkout. There are two self-checkout areas right next to each other. I see one is busy, with a line of about four people, while the other area is completely empty. At first, I assume that the other area is broken, but when I look, all the machines are on and seem functional. So, I carry my basket over to one of those lines, bypassing the line entirely. Not even two seconds later, the lady who had been at the front of the line suddenly bustles over to my station with her cart.)

Customer: “Ahem!”

Me: *turning to look at her* “Hello?”

Customer: “It is very rude to just jump the line like that! You need to go wait your turn.”

Me: *looking at the other empty stations* “I’m sorry, but that line was apparently waiting for the other area. This area was empty; it’s not my fault none of you were willing to move over.”

Customer: “IT IS RUDE!” *tries to push her cart into me*

Me: *stops the cart with my foot* “Hey! Back off!”

(At that point, the employee who is supposed to be watching the area comes over, and the lady starts shouting to him about how rude I was. While that happens, I manage to finish scanning my items, feed my money into the machine, and then grab my change and bags and start to walk off.)

Customer: “Where are you going? You need to wait your turn!”

(I just waved.)

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Well, This Turned Into A Complete Wreck…

, , , , | Legal | January 9, 2020

A woman goes to my local grocery store and loads her cart up with food and goods. She goes right by the checkout and straight out of the store; she begins loading up her car with the stolen items. 

Right before she finishes, the manager and a security guard go out to confront her. Seeing them coming, the lady abandons what’s left in her cart. She dives into the driver’s seat and starts up the vehicle. Seeing she’s about to flee, the security guard yanks her back door open and jumps inside. The lady peels out of the parking lot, hitting the manager with her bumper as she does so — though at such a low speed no harm is done.

The security guard, still in her vehicle, makes demands that she stop the car or go back to the store. However, according to the lady, he tries to wrest control of the vehicle away from her. 

The car darts down the road, way over the speed limit, and to the highway without stopping at the light. An oncoming truck broadsides the vehicle, sending the shoplifter and the security guard careening into the concrete median. The vehicle is completely smashed.

The guard is ricocheted all around the back seat and knocked unconscious with a bleeding head injury. He winds up being life-flighted. A witness to the crash and the truck driver tell what they saw of the accident. However, the lady insists the security guard was trying to fight her for control of the vehicle and the crash is all his fault. 

The cops on the scene arrested her for abduction, but her lawyer is arguing that the security guard was at fault, that there’s no abduction since he forced himself into the vehicle, and that he should be charged with assault himself. With him still unconscious, all they have is her word to go on.

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