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What Happens In Vegas Results In Angry Phone Calls

, , , , , | Right | August 19, 2022

I work for a well-known national bank in the fraud protection department. One day, I receive a call from a very angry customer. After my opening script and verification process:

Me: “…so, what seems to be the problem today, ma’am?”

Customer: “YOU HAVE BLOCKED MY CARDS! YOU HAVE BLOCKED THEM BECAUSE YOU THINK I’M TOO F****** POOR TO GO ON A VACATION! F*** YOU! F*** YOU! OPEN THEM RIGHT NOW!”

I begin my “Customer Complaint” logging process and go through the charges on her card to see what might have triggered the block. She is screaming the entire time.

Me: “Okay, ma’am, I think I see the issue here. You’re from New York, correct? And now you’re currently in Vegas. There’s not a notice of travel placed for this specific card, so it was blocked as standard procedure. If you’ll verify a couple of charges with me, we can get this opened again.”

Customer: “This is ridiculous! I shouldn’t have to ask you for permission to go on a vacation! Can I buy some gum with my card?! Is that okay with you?! What about when my rent comes up? Am I allowed to pay my rent so I won’t be homeless?!

I kind of ignore this rant and ask her about a couple of charges to the card, which she verifies as having been her in the same manner that she’s been screaming at me.

Me: “Okay, ma’am, please try your card one more time for me and let’s make sure it’s opened.”

She manages to withdraw $500 at a third-party ATM.

Me: “Excellent! Now, if you’d like to place a notice of travel, this will prevent the system from flagging any future standard transactions as potential fraud. It will expire on the date you select, so there will be no interruption of service when you return home.”

Customer: F*** you! You don’t need to know s*** about what I’m doing! This is an invasion of my privacy, and I’m going to change banks as soon as I’m home! You just lost a customer!”

She hangs up on me. I message my supervisor.

Me: “The customer on this account is traveling from New York state to Vegas and is refusing to place a travel flag on the account. What do I do?”

Supervisor: “Notate that customer refuses to place a flag in the system or allow one to be placed and hope you’re not the next person on the phone with her.”

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