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I get a customer...
I knew it was going to be interesting right away, because she was half-ready to cry and half-ready to yell. The first words out of her mouth was that she had talked and talked to someone over at her regular branch, but had been unable to get any satisfaction. As my branch is considered the main branch, this happens a lot. Problems escalate to us, whether or not they could have been resolved at their own branch (which they usually could have been)
Anyway, she's upset and I go sympathetic. One, because it helps, and two because at this point there is the possibility that something has gone horribly wrong with her account, and that can be downright scary.
Then she goes on to explain. This isn't verbatim because I suck at remembering verbatim, but the gist of what she says is:
"I had money transferred from my savings to my checking without my approval and I don't know where my money went!"
I'm actually thinking I might understand. Savings can be set up as an overdraw source for a checking account, so if you don't have enough money to cover a check or withdraw coming out of your checking, the computer automatically pulls the money from your savings. So, I take a look at the transactions she's talking about, one a $2000 transfer, the other a $700 transfer, expecting that I might see large checks or something clearing the checking.
Nope. The transfers were not automatic. They were both called in to the call center.
"Why would I transfer that money? I didn't write down anything like that in my register. I already had money in my checking, so why would I have transferred that money. I didn't do it."
...this goes on for a HALF HOUR
She is not, by the way, protesting ANY charge that came out of her checking. Those were all done by her. She protesting the transfers from her savings to her checking.
Okay, a few things:
1) I don't know why you would have transferred the funds. Not a question we ask when we get a request to move money from your savings to your checking.
2) These transfers happened SIX MONTHS AGO. I don't know about most people, but I tend to notice when my checking balance is $2700 higher that it should be.
3) We do not fill in your register. However, the $2700 is no longer in your checking, so even if you didn't need to use it for one large purchase, you DID use it over the last six months since it happened. You are stating there are no unauthorized transactions that came out of your checking, so that means YOU spent the money. If your register is kept so perfectly and you forgot to mark down transfers of $2000 and $700, then your records should show that you have a negative balance now, and you should be happy you haven't had any overdraft fees.
4) The money went to YOU. Even if we can't prove that you authorized the transfer, it went from YOUR account to YOUR account, and you then proceeded to spend it. Shit out of luck, lady.
Of course, I didn't say all the snippy things, and it took me a half-hour of myself, and then 20 minutes of my manager trying to go over things with her before I really started to feel the bitch-within want to come out.
So, we're going to get the calls pulled. Everything that goes through the call center is recorded. That way we can at least reassure her that she did do the transfer herself, even if her forgot. Or show that her husband, who she swears NEVER touches the account, did the transfers.
We offered to block the account from future phone transactions, but since she does things over the phone a lot, she didn't want that.
I'm really not certain what else we can do. We're not going to give her $2700 because she can't remember moving it from one of her accounts to another. We can't transfer the money back from checking to savings, because it is now spent.
She's threatening to pull her money out of the bank due to this.
...bleh
I knew it was going to be interesting right away, because she was half-ready to cry and half-ready to yell. The first words out of her mouth was that she had talked and talked to someone over at her regular branch, but had been unable to get any satisfaction. As my branch is considered the main branch, this happens a lot. Problems escalate to us, whether or not they could have been resolved at their own branch (which they usually could have been)
Anyway, she's upset and I go sympathetic. One, because it helps, and two because at this point there is the possibility that something has gone horribly wrong with her account, and that can be downright scary.
Then she goes on to explain. This isn't verbatim because I suck at remembering verbatim, but the gist of what she says is:
"I had money transferred from my savings to my checking without my approval and I don't know where my money went!"
I'm actually thinking I might understand. Savings can be set up as an overdraw source for a checking account, so if you don't have enough money to cover a check or withdraw coming out of your checking, the computer automatically pulls the money from your savings. So, I take a look at the transactions she's talking about, one a $2000 transfer, the other a $700 transfer, expecting that I might see large checks or something clearing the checking.
Nope. The transfers were not automatic. They were both called in to the call center.
"Why would I transfer that money? I didn't write down anything like that in my register. I already had money in my checking, so why would I have transferred that money. I didn't do it."
...this goes on for a HALF HOUR
She is not, by the way, protesting ANY charge that came out of her checking. Those were all done by her. She protesting the transfers from her savings to her checking.
Okay, a few things:
1) I don't know why you would have transferred the funds. Not a question we ask when we get a request to move money from your savings to your checking.
2) These transfers happened SIX MONTHS AGO. I don't know about most people, but I tend to notice when my checking balance is $2700 higher that it should be.
3) We do not fill in your register. However, the $2700 is no longer in your checking, so even if you didn't need to use it for one large purchase, you DID use it over the last six months since it happened. You are stating there are no unauthorized transactions that came out of your checking, so that means YOU spent the money. If your register is kept so perfectly and you forgot to mark down transfers of $2000 and $700, then your records should show that you have a negative balance now, and you should be happy you haven't had any overdraft fees.
4) The money went to YOU. Even if we can't prove that you authorized the transfer, it went from YOUR account to YOUR account, and you then proceeded to spend it. Shit out of luck, lady.
Of course, I didn't say all the snippy things, and it took me a half-hour of myself, and then 20 minutes of my manager trying to go over things with her before I really started to feel the bitch-within want to come out.
So, we're going to get the calls pulled. Everything that goes through the call center is recorded. That way we can at least reassure her that she did do the transfer herself, even if her forgot. Or show that her husband, who she swears NEVER touches the account, did the transfers.
We offered to block the account from future phone transactions, but since she does things over the phone a lot, she didn't want that.
I'm really not certain what else we can do. We're not going to give her $2700 because she can't remember moving it from one of her accounts to another. We can't transfer the money back from checking to savings, because it is now spent.
She's threatening to pull her money out of the bank due to this.
...bleh
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