Announcement

Collapse
No announcement yet.

Verification Issues

Collapse
This topic is closed.
X
X
 
  • Filter
  • Time
  • Show
Clear All
new posts

  • Verification Issues

    I had a doozy of a guy today!! At my job, at a bank's call center for business accounts, I'm supposed to get the name of the business, which must be exact, name of the person calling, who must be on the account, then I need a couple standard verification questions that must be answered correctly before I can even begin to give any info out. If the problem is online, I have to ask 3 more extra verification questions.

    So, this guy gave me the account number, but the name of the business didn't match. I'm allowed to give people 3 attempts to verify before I can't help anymore. So, I asked again, and he started to scream at me then. Finally, he gave me the name, and then I committed the egregious error of asking for his first and last name. He lost it then, calling me every name in the book, accusing me of changing his online questions, demanding that I not verify him and just let him in to the online profile.

    When I wouldn't back down, and continued to attempt to verify him, he cursed at me and hung up. Oh well.

  • #2
    You were clearly the unreasonable one in this scenario.
    Life's too short to drink cheap beer

    Comment


    • #3
      Congrats, you chased off a scammer. Or an idiot. Or both. Good work!
      When you start at zero, everything's progress.

      Comment


      • #4
        I vote for both, Mooncat--a scammer who didn't do his homework
        I'm trying to see things from your point of view, but I can't get my head that far up my keister!

        Who is John Galt?
        -Ayn Rand, Atlas Shrugged

        Comment


        • #5
          I had the same thing happen when I worked at the phone company. Lady wanted to pay her bill over the phone with a credit card. She was normal until I asked her the name that appeared on the card. She FLIPPED OUT! "HOW DARE YOU ASK ME THAT!!!!!"
          "What? The name on the card? I have to ask that." She refused to give it to me so I told her I couldn't help her if she didn't.
          Then she finally gave me the name on the card, which was hers. Go figure. Then I asked for the card number and she freaked out again. I asked her, "What do you want me to do? Guess a 16 digit number?" After a total of 10 minutes of this she hung up. I HEAVILY noted the account because this was an obvious case of fraud.

          Later that day my manager brought me into her office with 2 union reps and she proceeded to tell me that she was writing me up because I was rude to this customer. I asked her if she read the notes on the account and she said she did. So I asked her, "Theeeeeen what's the problem?"

          "She perceived you as rude."
          I said, "I don't care about her perceptions of reality. I care about upholding our company policies and federal guidelines. Let me ask you this. If I have a customer who wants to pay with a credit card AM I OR AM I NOT REQUIRED TO ASK FOR THE NAME THAT APPEARS ON THE CARD?"

          "Well, yes you are."

          "Great! And AM I OR AM I NOT REQUIRED BY POLICY AND FEDERAL LAW TO REFUSE TO ACCEPT THE PAYMENT IF THEY REFUSE TO GIVE ME THIS INFORMATION?"

          ".....Yes...."

          "Great! That's what I did! And now you're trying to write me up for it. So if I was "perceive" you correctly, it would appear that you're disciplining me for obey our policy and the law and you are suggesting that I break our policy and the law just to please a customer. Is this what you're telling me to do?"

          "Well of course not!"

          "Then what are you telling me here? I obey the law and our policy and you're disciplining me for doing it. That's telling me that you don't want me to follow these guidelines if it means telling a customer NO."

          "OK ok ok. Nevermind. I'll throw out the write up. I'd just ask that you not pull this kind of thing again."

          "Wait...not pull WHAT kind of thing. Not pull the FOLLOW OUR POLICY kind of thing? Not pull the FOLLOW THE FEDERAL LAW kind of thing? You just told me that I did nothing wrong and now you're asking me not to do that again. Are you telling me not to ask for the name on the card again? Are you telling me not to refuse payment again? What EXACTLY do you NOT want me to do again. Please, be specific."

          "NEVERMIND NEVERMIND!!! Just get out of here and go home."

          "Thank you!"

          And as I walked out, I patted the 2 union reps on the back who sat there with their mouths open wide in shock that I argued my way out of it. I said, "Thanks for your help, boys."

          *Dropped the mic*

          Comment


          • #6
            Crinklestein, Have you started looking for another job yet?

            Comment


            • #7
              Quoth crinklestein View Post
              "OK ok ok. Nevermind. I'll throw out the write up. I'd just ask that you not pull this kind of thing again."

              You gotta love that whole, "I just stuck my foot in it up to the neck, but I'm going to salvage the tattered remnants of my dignity by still making it like I'm putting my foot down."

              I've been bumbling around CS/Board today, and I've seen a lot of that. "I'm going to exercise power for no other reason than because I have it, no matter how much it inconveniences me, my employees, or the company."

              Quoth crinklestein View Post
              *Dropped the mic*
              Word.

              Comment


              • #8
                ****** reads through Crinklestein's story above and shakes head side to side in sadness **********


                (I hate to refer to this thread twice in the space of an hour as I used it in another thread's reply but it does apply here)
                http://www.customerssuck.com/board/s...ad.php?t=74106

                YES, like Crinkle, I did EVERYTHING BY THE BOOK and YET almost got thrown under the bus to "please the customer".
                Last edited by Racket_Man; 03-10-2016, 11:46 PM.
                I'm lost without a paddle and headed up SH*T creek.
                -- Life Sucks Then You Die.


                "I'll believe corp. are people when Texas executes one."

                Comment


                • #9
                  She wouldn't give you the friggin CARD NUMBER so it's not like you could have taken a payment from NO CARD NUMBER anyway. I mean, forget confirming the name, how are you supposed to take payment without the thing that contains the money?!

                  Comment


                  • #10
                    The bigger question is, at what point does your bank allow YOU to hang up on the customer?

                    Comment


                    • #11
                      I would report your supervisor for even attempting to do that as it would seem that she didn't go to HR first

                      Comment

                      Working...
                      X