The background:
I do security verifications for pre-paid cell phones. We have a lot of problems with stolen cc's, so we have to do security checks. These checks take 2-3 minutes. You get selected for a check if you type something in wrong while placing an order over our automated system or on the web. You type in the zip code or name wrong, you get sent to us. We have this patented software called VERID, that pulls up info from public record and generates 2 or 3 questions to ask you, to make sure it's really you. VERID uses the last 4 digits of your SSN to find you in public record. We never ask for your full social, just the last 4. People regularly have cows about this.
SC#1:
me: i'm going to pull some information up off of public record, and ask you a couple of questions that only you would know the answer to. To do that I'll need...
SC: What?!!! Public record?!!! What's that?!!!
me: Public records are based off of birth and death records, DMV records---
SC: This sounds very suspicious! What's your name?! What's your employee number?!!
me: My name is The Phone Goddess and my number is...
SC: I'm calling T-Mobile right now to report you! And I'm calling my bank! This is EXTREMELY suspicious! You have no right to pull up my public records! (Mm. Yeah. That's why they're called
public records, lady. Because the public doesn't have the right to view them.
)
me: okay, well, your order will not go through until---
*click*
20 minutes later, she calls back and gets the guy next to me. First thing she says to him: Why haven't I gotten my minutes yet?!!!
coworker: *looks up her order* well it looks like you did not go through our verification process---
SC:I had some girl on the line who was asking me too much personal information. Does anyone named The Phone Goddess work there?
cw: Yes, she works here.
SC:Well, why didn't she put my order through?!!!
cw: she couldn't finish your order because you did not complete the verification process.
SC: Well I don't want to go through any verification! I want my minutes NOW!!!
cw: we cannot finish your order until you go through the verification process.
SC: THIS IS ^%$(*^%$ UNACCEPTABLE!!!
cw: Well, ma'am you certainly don't have to go through the process if you don't want to. I would be more than happy to cancel your order for you---
SC:FINE! FINE! Here's my info. does it f$%^& match!!!
cw: well now I need to ask you a couple of quick questions---
SC:HOW F$^&(*#@ LONG IS THIS GOING TO TAKE?!!!
So she finally goes through the process, and then she begins to tell him what a lousy person I am. She demands to speak to a supervisor to complain about me. Coworker laughs, and then tells QA person sitting with me(who can act as a supervisor) to take call. So coworker transfers call to us, I put myself on mute. Woman claims all sorts of things---I was rude and nasty, I cussed at her, I demanded her driver's license # and her full social, etc etc. Finally QA says 'Ma'am, I have been monitoring her for the last hour because she's still in training, and I heard your entire first call. She did nothing of the sort. And the fact that you would sink so low as to lie about one of our employees to try and get her in trouble is dispicable. We don't want your business anymore. Thank you for calling, and have a nice day.'
SC#2:
Guy places order over the web. I call him back to do verification, and he throws a monstrous fit. Demands I cancel order and says he'll place it again. I tell him 'Sir, once your account has been selected for a security verification, no orders will go through until we can complete that process.' He yells 'I'M GOING TO PLACE ANOTHER ORDER, AND I BETTER NOT GET 'SELECTED' FOR YOUR DAMN SECURITY CHECK AGAIN!!!' *click*
So he places another order. It comes up. Someone else grabs it and calls him. He throws an even bigger fit, and demands a sup. Sup speaks to him, and he tells her 'I want the name of your top manager. I'm going to speak to someone and get this nonsense stopped for good.'
right.
SC#3:
Guy calls and places order with a checking account. ECH's are different, because we have to verify them manually. First time you use a checking account, we call your bank to make sure it's an open and active account. Once we do this, you can place orders with it till the cows come home. But first time, we HAVE to call your bank. First I run guy through VERID, he passes. No problem. Then I tell him I have to call bank, and he gets upset. Tells me that since he passed VERID, we need to just put his ECH through. Finally I put him on hold to call bank. He immediately hangs up. Bank phone system tells me acct# is invalid, so I cancel order.
He places another order with an entirely different checking account#. Gets another guy near me. Guy tells him same thing, he gets pissed and hangs up. He places 6 or 7 orders that night, all with different ECH#'s. Each one is invalid when we call the bank. He was obviously just making them up. I spoke to him 3 or 4 times, him getting more and more frustrated each time. Finally last time, he calls, and I tell him I have to call bank, and he says---get this---he says 'I AM the bank. I work for the bank. I do 'checking verifications' for the bank. So you don't need to call, because I can verify it.' I say that I am required to call # that comes up on my screen. He screams and yells and demands to be sent to cust srvc (FOR THE THIRD TIME that night)because he wants to get a post-paid phone plan, this is just taking too long for him. Uh-huh.
Ok,well, I have many more, but these are my most recent ones.
Crazy people.
Call center fun. (not)
Our QA people at the security call center wouldn't have stood up for us in a million years. 
Linear Mode
