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It was a decent day the day I had this one, but it confused the hell out of me and left me wondering if it was a scam attempt, or an attempt to get info.
In this case, this lady is the owner of the business, small shop or something, that I've dealt with before. It was a decently memorable name for a cute business, and though I'd love to share it, won't.
Also, from the second I answered the phone, she was jumpy and talking really fast and seemed nervous for some reason.
SC: Woman on phone.
Me:
Me: (greeting, gets account number, verifies info, which in this case is phone number... not that hard to obtain but it's acceptable) How can I help you?
SC: (as stated, is acting all flustered and speedtalking) I need to make a payment.
Me: Would you like to pay your full balance at this time, 143.26?
SC: No, I'll pay 100.00.
Me: Okay, now would you like to use check over the phone, which is a free service?
(I hate that statement, because nine times out of ten I get asked, "How much is that" "does that charge" or "is that free?" Ugh.)
SC: Yes.
Me: Alright, I'm making the payment for the amount of 100.00, which will withdraw from the account tomorrow morning, I just need the routing and account numbers please, whenever you're ready.
SC: Just use the information on file.
Me: I'm sorry, the information might be on file, and the automated system could access that, but we representatives cannot access that private information. I would need you to tell me what numbers you want to use.
(Which, if course, is untrue, we COULD look at it, but under no circumstances are we to tell the customers we can, because it would give them reason to be nervous. Also, I personally pride myself in NEVER looking at this information, since I can't use it anyway, so I haven't even pulled up the screen that can in the entire seven months I've been working at this job.)
SC: I ALWAYS use the information on file when I make payments!
Me: (looking over the notes on the account, seeing she always makes payments with reps) Unfortunately, I do see that you make payments with representatives each time you called, the last time you called on 10/1 you spoke with me personally and I took that payment, and I can assure you that you GAVE me the information that I am requesting, because I cannot access that information. Neither can any representative here.
SC: I ALWAYS make my payments with my stored information!! I want a manager!!
Me: Sure, just one moment. (puts on hold)
After about five seconds, I notice that she had hung up almost immediately. Checking back over the account three days later, I still see she hasn't called back or made a payment. Suspicious, no?
In this case, this lady is the owner of the business, small shop or something, that I've dealt with before. It was a decently memorable name for a cute business, and though I'd love to share it, won't.
Also, from the second I answered the phone, she was jumpy and talking really fast and seemed nervous for some reason.SC: Woman on phone.
Me:
Me: (greeting, gets account number, verifies info, which in this case is phone number... not that hard to obtain but it's acceptable) How can I help you?
SC: (as stated, is acting all flustered and speedtalking) I need to make a payment.
Me: Would you like to pay your full balance at this time, 143.26?
SC: No, I'll pay 100.00.
Me: Okay, now would you like to use check over the phone, which is a free service?
(I hate that statement, because nine times out of ten I get asked, "How much is that" "does that charge" or "is that free?" Ugh.)
SC: Yes.
Me: Alright, I'm making the payment for the amount of 100.00, which will withdraw from the account tomorrow morning, I just need the routing and account numbers please, whenever you're ready.
SC: Just use the information on file.
Me: I'm sorry, the information might be on file, and the automated system could access that, but we representatives cannot access that private information. I would need you to tell me what numbers you want to use.
(Which, if course, is untrue, we COULD look at it, but under no circumstances are we to tell the customers we can, because it would give them reason to be nervous. Also, I personally pride myself in NEVER looking at this information, since I can't use it anyway, so I haven't even pulled up the screen that can in the entire seven months I've been working at this job.)
SC: I ALWAYS use the information on file when I make payments!
Me: (looking over the notes on the account, seeing she always makes payments with reps) Unfortunately, I do see that you make payments with representatives each time you called, the last time you called on 10/1 you spoke with me personally and I took that payment, and I can assure you that you GAVE me the information that I am requesting, because I cannot access that information. Neither can any representative here.
SC: I ALWAYS make my payments with my stored information!! I want a manager!!
Me: Sure, just one moment. (puts on hold)
After about five seconds, I notice that she had hung up almost immediately. Checking back over the account three days later, I still see she hasn't called back or made a payment. Suspicious, no?
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