That Was The Wrong Answer

, | Working | May 30, 2017

(I am at my mother’s house trying to help her log into her online bank account. She has forgotten her password and can’t remember the answers to her security questions. It is late at night and we can’t call the bank, so I opt to open a “customer service representative” chat window instead to see if they can reset her password.)

Representative: “Hello, how may I help you?”

Me: “I forgot my password and can’t remember the answer to my security question. Can you please reset my password?”

Representative: “Sure, I can help you with that! Please open our website and click on Forgot Password. Enter the answer to your security question and you will receive a new password.”

Me: “Okay, I did that. It told me the answer I put in was wrong.”

Representative: “Please do not input the wrong answer.”

Me: “I didn’t do it on purpose!”

(I was so shocked and frustrated that I closed the chat and decided to wait until business hours the next day and just call the bank. I have no idea if I was dealing with a chat bot or an inept representative, but I can only hope it was the former.)

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