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You might need a lozenge...

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  • You might need a lozenge...

    I was at work today, the day after my fall, so I’m doing everything left handed and was a little lightheaded from the medicine. I’m kind of glad for that for this customer who called in!

    First of all, when he called in, his phone signal was not good, so it was difficult to hear. What I could hear was incoherent screaming. The first words I could understand were him complaining about the hold time, which is always terrible at my bank, which they refuse to do anything about.

    I had to try to verify this man who continually screamed at the top of his lungs for the duration of the whole call. I’m sure he gave himself a sore throat!! He screamed his account number, his business name, his name, and one part of the verification. The second part, is much more frustrating.

    A little background on the second part of verification: we have to ask very, very specific questions about transactions, for example, the date and the amount of a debit card transaction. If the customer gives us a deposit, we can’t take it, they fail the question. We also then, cannot take that deposit for further verification, possibly causing a second failed question, avd on a third fail, they must go to a branch, no ifs, ands or buts.


    So this customer gave me the amount, but not the date. I asked him, quietly, for the date, to which he responded with more incoherent screaming, and I heard him at one point scream “I GAVE YOU EVERYTHING YOU NEED!!!!!!!!!!! FIX It NOOOOW!!!!!!!!!!!!!!”, and he included some profanity, and I said that I only needed the date, and would be willing to wait if he needed to log in and get it. He screamed some more, but I couldn’t make out what he said, and he eventually screamed a date, but I wasn’t sure if I heard him correctly, so asked him to confirm. He screamed it again, and finally was verified.


    What it turns out he wanted, was for a large check that he deposited to be released from a hold, which I cannot do, nor can anyone else over the phone. Branch managers only can do this. Well, he certainly hated that answer, but as much as I wish I could fix the broken systems I deal with, I have no power to do so.


    The kicker on this call was at the end, he told me that he wanted to take all his insults personally, and that he “hope you have a miserable Christmas.”

    My thought was what a temper tantrum this grown man was throwing and how much he’d need a lozenge afterward.

    But this call highlights some of the reasons I’m looking for a new job. In the position I’m in now, I’m powerless, branch reps are even more powerless, and nothing gets better.

  • #2
    With his personality and behavior, I'm guessing he'll be the one having a miserable Christmas. And probably every other day.
    Life's too short to drink cheap beer

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    • #3
      Quoth Erinesque View Post
      The kicker on this call was at the end, he told me that he wanted to take all his insults personally, and that he “hope you have a miserable Christmas.”.
      thank you sir hope you have the same
      *click*
      AkaiKitsune
      Sarcasm dear, sarcasm. I’m well aware that dealing with civilians in any capacity will skin your faith in humanity alive, then pickle anything that remains so as to watch it shrivel up into an immortal husk thus reminding you of how dead inside you now are.

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      • #4
        At that level of rage, eventually he won't need a lozenge, he'll need an ambulance after he has a heart attack.
        Replace anger management with stupidity management.

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        • #5
          Sounds like a personality disorder to me. Either that, or he's just an asshole.
          When you start at zero, everything's progress.

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          • #6
            I was thinking it was more of the latter.

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            • #7
              Bank money

              So he thinks the way to get money out of a bank is the scream over the phone?

              There are times I have deposit a large check at the bank and needed some money, but if I wanted any of the money I was only allowed a small percentage of the check to withdraw (about 10% max) until the check clears.

              Since most of those checks are US ones deposited in my Canadian bank I have to wait a week or more to get the rest of the money.

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              • #8
                Quoth MoonCat View Post
                Sounds like a personality disorder to me. Either that, or he's just an asshole.
                I don't think Assholism is considered to be a personality disorder recognized by the medical community.
                Human Resources - the adult version of "I'm telling Mom." - Agent Anthony "Tony" DiNozzo (NCIS)

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                • #9
                  Quoth DGoddessChardonnay View Post
                  I don't think Assholism is considered to be a personality disorder recognized by the medical community.
                  Because recognizing it would diagnose too many in said community?

                  (Usually combined with Dietioid Delusionary Syndrome.)
                  I am not an a**hole. I am a hemorrhoid. I irritate a**holes!
                  Procrastination: Forward planning to insure there is something to do tomorrow.
                  Derails threads faster than a pocket nuke.

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                  • #10
                    Quoth Erinesque View Post
                    The kicker on this call was at the end, he told me that he wanted to take all his insults personally, and that he “hope you have a miserable Christmas.”
                    Thank you, sir, and you as well. "Click!"

                    Was his last name Scrooge by any chance?

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