Tweet
Not a good start
It's always a warning sign when mom and freshly-turned 18-year old walk in and want a payday advance. For the 18 year old. I got the impression that maybe mom has blown that boat already to where she can't even get those anymore.
Now, we don't have payday advances, but we do have a couple of products that we push as "payday advance alternatives". Things like really small (as low as $100) personal loans with a one or two month repayment, or a $250 line of credit that has an annual fee (our normal line of credit does not, but the pay-one you can get with really bad credit).
They're looking for the line of credit option. I discover that the kid does, unfortunately, qualify, but as she does not have bad credit, she has NO credit, I can offer her one of our credit-building products instead: either a regular overdraft line of credit (no fee) or a beginning fixed-rate credit card (also no fee). She goes for the overdraft line of credit, which for some reason does not auto-approve, so I let her know I'll have it back from underwriting in a half hour.
She comes back a bit over an hour later (five minutes before close, but that's actually okay, because completing the line of credit is just a signature). I get the line of credit on her account... where I notice that pending debit card transactions have already been run. Fees don't charge for overdraft until the pending transactions actually pull the balance negative, but seriously? You didn't even GET the overdraft line of credit yet, and you're already using it.
I have fears for this one. I did try to give her our first-time credit "counseling" run-down, but I thought I saw eyes glazing.
Yes, we charge for that
My co-worker, Miss Useless, got this one, but I was "acting manager" at the time, so I came over to check on her due to the loudness of the customer.
SC barges into Miss Useless's office practically on the heels of the prior customer who is leaving the office, and announces in a loud voice: "I need helped now! *something garbled about her child, who is sitting calmly watching our kid's movie* I HAVE to get a safe deposit box! Now!"
Miss Useless actually gets the member calmed and sitting down, while she pulls out the safe deposit box options.
While she's doing this, I grab my set of safe deposit box keys as the un-rented keys are under dual lock control and Miss Useless will need a second person to go get whichever box size keys are needed. The next thing I hear out of the office is:
SC: But you don't understand! I don't HAVE any money! I need a safe deposit box!
Miss Useless looks towards where I'm standing near her door rather helplessly, so I step in to politely explain that, unfortunately, our safe deposit box rentals do have an annual fee, and it is payable in advance. We don't have any free safe deposit boxes for any account level, so the system doesn't even have a way for us to waive that fee. (well... not easily at least, but never give an opening to an SC).
SC proceeds to turn on me to give me the descriptive objection that she NEEDS the box and can't afford it. Literally. She keeps repeating this again and again as though suddenly we're going to turn around and say "Oh! Well in that case we'll give give one to you." I mean, she didn't even try claiming she'd pay the fee later, just that she needs the box and has no money.
Finally, SC leaves the office and collects her child. On the way out the door, she yells "If my house burns down and I lose all these bonds, it'll be YOUR fault!"
You didn't do that here
I opened an IRA for sucky wife (SW) while her husband was with her. It was months ago, but I remember them clearly because, unfortunately, I made an error on the transfer paperwork to transfer her current IRA from her other bank over to us, and I had to call her back in to sign the corrected paperwork. She was NOT kind about my mistake.
I was very glad to see her transfer had completed successfully, and hoped to wipe my hands of the whole endeavor. Then yesterday I get a voice mail... and 10 minutes later an e-mail from someone else she called about this since I had not checked my voice mails yet. SW wants to know why her husband's IRA hasn't transferred yet.
The idea of having somehow performed a second mistake for this customer fills me with cold chills, but as I say, I remember her. While her husband was with her, he very specifically did NOT transfer his IRA to us. I pull up their accounts, and even call over to the IRA department. There is no IRA paperwork for him, only for her. I am positive I am right on this, but my mind comes up with all sorts of possibilities about what SW thought happened, ranging from somehow believing that his IRA would go into her IRA account (impossible) to thinking that, despite him having signed nothing, of course he opened up an IRA. After all, they were here together.
Fortunately, this one was more blown up in my mind than the result. I called and got the husband (thank goodness) and after a few minutes he recalled that he had decided to move his IRA to "Other Bank" instead. I let him know that he will need to then call "Other Bank" to find out the status of his IRA transfer, and while he seems a bit bemused at this concept, he does accept it.
It's always a warning sign when mom and freshly-turned 18-year old walk in and want a payday advance. For the 18 year old. I got the impression that maybe mom has blown that boat already to where she can't even get those anymore.
Now, we don't have payday advances, but we do have a couple of products that we push as "payday advance alternatives". Things like really small (as low as $100) personal loans with a one or two month repayment, or a $250 line of credit that has an annual fee (our normal line of credit does not, but the pay-one you can get with really bad credit).
They're looking for the line of credit option. I discover that the kid does, unfortunately, qualify, but as she does not have bad credit, she has NO credit, I can offer her one of our credit-building products instead: either a regular overdraft line of credit (no fee) or a beginning fixed-rate credit card (also no fee). She goes for the overdraft line of credit, which for some reason does not auto-approve, so I let her know I'll have it back from underwriting in a half hour.
She comes back a bit over an hour later (five minutes before close, but that's actually okay, because completing the line of credit is just a signature). I get the line of credit on her account... where I notice that pending debit card transactions have already been run. Fees don't charge for overdraft until the pending transactions actually pull the balance negative, but seriously? You didn't even GET the overdraft line of credit yet, and you're already using it.
I have fears for this one. I did try to give her our first-time credit "counseling" run-down, but I thought I saw eyes glazing.
Yes, we charge for that
My co-worker, Miss Useless, got this one, but I was "acting manager" at the time, so I came over to check on her due to the loudness of the customer.
SC barges into Miss Useless's office practically on the heels of the prior customer who is leaving the office, and announces in a loud voice: "I need helped now! *something garbled about her child, who is sitting calmly watching our kid's movie* I HAVE to get a safe deposit box! Now!"
Miss Useless actually gets the member calmed and sitting down, while she pulls out the safe deposit box options.
While she's doing this, I grab my set of safe deposit box keys as the un-rented keys are under dual lock control and Miss Useless will need a second person to go get whichever box size keys are needed. The next thing I hear out of the office is:
SC: But you don't understand! I don't HAVE any money! I need a safe deposit box!
Miss Useless looks towards where I'm standing near her door rather helplessly, so I step in to politely explain that, unfortunately, our safe deposit box rentals do have an annual fee, and it is payable in advance. We don't have any free safe deposit boxes for any account level, so the system doesn't even have a way for us to waive that fee. (well... not easily at least, but never give an opening to an SC).
SC proceeds to turn on me to give me the descriptive objection that she NEEDS the box and can't afford it. Literally. She keeps repeating this again and again as though suddenly we're going to turn around and say "Oh! Well in that case we'll give give one to you." I mean, she didn't even try claiming she'd pay the fee later, just that she needs the box and has no money.
Finally, SC leaves the office and collects her child. On the way out the door, she yells "If my house burns down and I lose all these bonds, it'll be YOUR fault!"
You didn't do that here
I opened an IRA for sucky wife (SW) while her husband was with her. It was months ago, but I remember them clearly because, unfortunately, I made an error on the transfer paperwork to transfer her current IRA from her other bank over to us, and I had to call her back in to sign the corrected paperwork. She was NOT kind about my mistake.
I was very glad to see her transfer had completed successfully, and hoped to wipe my hands of the whole endeavor. Then yesterday I get a voice mail... and 10 minutes later an e-mail from someone else she called about this since I had not checked my voice mails yet. SW wants to know why her husband's IRA hasn't transferred yet.
The idea of having somehow performed a second mistake for this customer fills me with cold chills, but as I say, I remember her. While her husband was with her, he very specifically did NOT transfer his IRA to us. I pull up their accounts, and even call over to the IRA department. There is no IRA paperwork for him, only for her. I am positive I am right on this, but my mind comes up with all sorts of possibilities about what SW thought happened, ranging from somehow believing that his IRA would go into her IRA account (impossible) to thinking that, despite him having signed nothing, of course he opened up an IRA. After all, they were here together.
Fortunately, this one was more blown up in my mind than the result. I called and got the husband (thank goodness) and after a few minutes he recalled that he had decided to move his IRA to "Other Bank" instead. I let him know that he will need to then call "Other Bank" to find out the status of his IRA transfer, and while he seems a bit bemused at this concept, he does accept it.
This. Right here.
Here's a couple of my favorites.
Comment