Does not equal a CREDIT to you!
I've been at this job for about two months now and weirdly enough I still love it. I now work for a small community bank in a customer support position answering customer calls and helping branches.
Today's "take the cake" customer went into a branch yesterday to send a wire from his account here to another one of his own accounts out of state. He saw the posted transaction on his online statement today. He wanted to get the fee for the wire removed because he said he was not informed of the fee at the time.
So, knowing the guy was definitely full of it, I put him on hold and called the branch he says he did the wire at. I spoke with the Assistant Manager who said that the Branch Manager was the employee who did the wire and remembers him vividly. He was in her office for over an hour going in circles about the fee and she eventually got him to sign the disclosure where it says what we charge for a wire.
The Manager didn't even want to speak with the customer because she knew how much of a pain in the ass he was the previous night and refused on crediting him for the fee. This was surprising as this manager tends to be one of the lenient ones. One of my supervisors was overhearing my conversation with the customer and with the branch and shook his head while mouthing "No way, he's not getting the fee waived."
I say goodbye with the branch and switch back over to the customer. "Sir? I'm sorry, but I spoke with Manager at the branch who says she DID go over the disclosure of the fee with you and you signed it. She will not waive the fee for you nor will my supervisor as this is a valid charge."
There was an edge in his voice and he asked me for my first and last names. ("I'm the only lachesis here in my department, Sir.") He stated he was going to write a letter to the CEO and complain about me, my supervisor, and the branch manager. I said that's fine and offered to give him the address to the building where the CEO's office is.
Cue my supervisor's jawdrop because I was totally trying not to laugh while on the phone with the customer.
The kicker? The wire was for a mortgage payment. He waited the full 15 day grace period plus a couple of days for a payment that was due for the first. I'll bet he needed the credit for the fee to pay the late charge at the other bank.
I emailed the branch manager after the call and told her to get the prettiest frame for her office so she can put the letter in a place of honor. I can't wait to see the letter IF he ever sends one. Funniest part of my day, I swear!