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I work customer service in the back office of a bank in tandem with deposit operations (I'll call them "DO"). So what DO does is call all customers that show up on a daily report to ask them to make a deposit so we can pay an item that came through the previous day as NSF. If they cannot deposit before the deadline we give them, the item is returned and we charge a fee. Simple, right? Not so much.
When DO can't get a hold of the customer, they leave a voicemail. At the moment, it's just me and one other person (part time) answering the call backs.
I had this one woman call in on a busy Friday after the deadline demanding to know why we called her mobile when NO ONE is allowed to call it. Uh ok I told her when she opened the account she must have given it because we only call the numbers on file. I was really nice and asked her if she had an alt contact number we could use instead.
So I got the house phone and did some file maintenance and got down to business why we called. I advised her of our policy of NSF items and that we returned her check. She flipped a nutty saying how dare we return her check and that she's going to call the manager of her branch and MAKE us pay the check. Which brings us to the lovely title of this thread:
Waive. The. Fee. I swear you could cut her tone with a knife. She was that nasty.
Even if I had the almighty power of waiving the fee, I had had enough of this bitch and checked her overdraft history. Yep, repeat offender. I put her on hold while she was still babbling at me (which I never ever do) and called the branch she uses. Thankfully I got the manager on the first ring and told him the sitch. He had me transfer her over and after several minutes, the manager called me back.
Much yelling was had by her and the manager told her in no uncertain terms that he also had enough of her attitude and he would be cutting her a check for the remaining funds and wished her best of luck with another bank. I owe him cookies, by the way.
When DO can't get a hold of the customer, they leave a voicemail. At the moment, it's just me and one other person (part time) answering the call backs.
I had this one woman call in on a busy Friday after the deadline demanding to know why we called her mobile when NO ONE is allowed to call it. Uh ok I told her when she opened the account she must have given it because we only call the numbers on file. I was really nice and asked her if she had an alt contact number we could use instead.
So I got the house phone and did some file maintenance and got down to business why we called. I advised her of our policy of NSF items and that we returned her check. She flipped a nutty saying how dare we return her check and that she's going to call the manager of her branch and MAKE us pay the check. Which brings us to the lovely title of this thread:
Waive. The. Fee. I swear you could cut her tone with a knife. She was that nasty.
Even if I had the almighty power of waiving the fee, I had had enough of this bitch and checked her overdraft history. Yep, repeat offender. I put her on hold while she was still babbling at me (which I never ever do) and called the branch she uses. Thankfully I got the manager on the first ring and told him the sitch. He had me transfer her over and after several minutes, the manager called me back.
Much yelling was had by her and the manager told her in no uncertain terms that he also had enough of her attitude and he would be cutting her a check for the remaining funds and wished her best of luck with another bank. I owe him cookies, by the way.
Not only does he refuse her demands but he also tells her they don't want her business anymore at all! Hope he didn't get into trouble over that ...
My compliments to that branch manager. Let's see this SC find a bank or even a credit union that will take her business...such as it is.
We don't often fire customers, so she must have been even worse to him than she was to me. Her overdraft history was also atrocious and had quite a lot of courtesy waivers. This call was probably the last strike. It was just as well as we may have been stuck with a loss eventually.
to the spine-of-steel manager who showed her the door.
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