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Yesterday, at work, was already a hard day, because it was the one year anniversary of my dad's death, and I was near tears anyway. Most of my calls were fine, until I got this guy.
At the bank I work at, verification is in two parts, to access the account itself. To get online, it's in four or five parts. At the very minimum, I have to get the business name, name of the person calling, and then I match that to the authorized signers on the account. If the person is not authorized, I have to speak to a signer.
After I've got that info, I have to verify the address, then a transaction, be that either a deposit or debit card transaction, date and amount. Most people have no problem with being able to verify this, because we've got some leniency with the transactions, 10% within the actual amount, and within 2 days of the actual date.
This guy I got on the phone was able to verify up to the transaction. He actually stated that he would not verify a transaction, deposit, transfer, etc., and that I needed to find some other way to verify him. Since there is absolutely no other way unless the customer has put a password on the account, or has come through the IVR, I advised him that without this information, he could either use the IVR or go in to a branch to verify with ID.
This guy got irate! He started trying to intimidate me into giving him information on the account, and then started telling me that he was going to get me fired for not giving him information. His cruelty got to me, along with how bad I was already feeling, and I broke down, and eventually my supervisor came over and I think she got him off the phone at that time.
After I'd gotten off, I came up with a great logical response to these people - I feel like saying "So since you can't/won't verify your account, you'd be perfectly fine with me giving all of your account information to anyone who calls in and pretends that they're you, right?" And of course, the answer would be "No! But I'm the account holder, and you need to give me my information!!" To which I would reply, "Since I'm on the phone with you, and cannot see you, I cannot verify that I am indeed speaking to the correct person. In order for me to do that, I must proceed with verification."
But unfortunately, logic never prevails with these people.
At the bank I work at, verification is in two parts, to access the account itself. To get online, it's in four or five parts. At the very minimum, I have to get the business name, name of the person calling, and then I match that to the authorized signers on the account. If the person is not authorized, I have to speak to a signer.
After I've got that info, I have to verify the address, then a transaction, be that either a deposit or debit card transaction, date and amount. Most people have no problem with being able to verify this, because we've got some leniency with the transactions, 10% within the actual amount, and within 2 days of the actual date.
This guy I got on the phone was able to verify up to the transaction. He actually stated that he would not verify a transaction, deposit, transfer, etc., and that I needed to find some other way to verify him. Since there is absolutely no other way unless the customer has put a password on the account, or has come through the IVR, I advised him that without this information, he could either use the IVR or go in to a branch to verify with ID.
This guy got irate! He started trying to intimidate me into giving him information on the account, and then started telling me that he was going to get me fired for not giving him information. His cruelty got to me, along with how bad I was already feeling, and I broke down, and eventually my supervisor came over and I think she got him off the phone at that time.
After I'd gotten off, I came up with a great logical response to these people - I feel like saying "So since you can't/won't verify your account, you'd be perfectly fine with me giving all of your account information to anyone who calls in and pretends that they're you, right?" And of course, the answer would be "No! But I'm the account holder, and you need to give me my information!!" To which I would reply, "Since I'm on the phone with you, and cannot see you, I cannot verify that I am indeed speaking to the correct person. In order for me to do that, I must proceed with verification."
But unfortunately, logic never prevails with these people.
He is my Black Dragon (and yes, a good one) strong, protective, the guardian. I am his Silver Dragon, always by his side, shining for him, cherishing him.
Trying a High Anxiety number to make you comply just to get rid of that PITA.
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