Taking Account Of Your Actions, Part 3

A customer’s wife has called to update details on her husband’s account. She is not named on the account and her husband is not there to confirm that he gives consent for her to do this. We are both women.

Caller: “I need to change the billing details on the account.”

Me: “I’m sorry, ma’am, but as you’re not named on the account, we’ll have to wait until your husband gives written or verbal consent to us first.”

Caller: *Sighs* “My husband is overseas; how do you propose we do that? I need this sorted today.”

Me: “Well, as I said, he can call us an—”

Caller: “Don’t be stupid; do you have any idea how much that would cost?!”

Me: “The other option is to send us a letter of authority or a copy of a power of attorney letter.”

Caller: “This is ridiculous. Just do what I tell you. He’s my husband and this is my account, too.”

Me: “Legally speaking, it isn’t. Your husband is the only registered account holder.”

Caller: “And whose fault is that? Because I never consented to him being in charge of this. I handle all the finances. What is it, you think because I’m a woman I can’t do this?”

Me: “Pardon?”

Caller: “Your company is so sexist! You think the man has to pay the bills so you don’t think I have any rights here? It’s disgusting.”

Me: “That’s not what we’re saying at all. It’s Data Protection Laws we’re following.”

Caller: “Sure it is. I don’t need my husband’s permission to do anything so get on your little computer and type in these details because I’m not telling you again. And while you’re at it, you can tell me why you feel so comfortable pushing this sexist agenda, huh? Do you just follow any man’s orders or do they have to give you money first, huh? Whoring yourself out to men. Disgusting.”

Me: “Ma’am! This is Data Protection Law; you’re not exempt from it because you’re a woman.”

Caller: *Laughs* “There it is again. They have you brainwashed good, don’t they? I’m the one who manages this account and I’m the one who deals with it.”

Me: “According to our records, ma’am, we have never spoken to you.”

Caller: “Well, why would I call you when I can do most of this online?”

Me: “That’s my point, though. Online, you only have to submit a password and a username. Over the phone, we have to confirm we are talking to the account holder, which is not you.”

Caller: “So you just assume it has to be the man that’s in charge? Unbelievable.”

Me: “No Mrs. [Caller]. We think your husband is the account holder because when the account was set up two years ago, he called us and told us he’d be responsible for the bills. We confirmed all details with him and all contracts are in his name, signed by him.”

Caller: *Long pause* “So I just get him to call you?”

Related:
Taking Account Of Your Actions, Part 2
Taking Account Of Your Actions