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Two customers are ticking me off already this morning. One knows more about our processes than she should, and the other thinks she knows how our processes should run but doesn't.
The first customer called to ask that her deposit from Friday afternoon be memo-posted so that she doesn't show as overdrawn from the other items that have cleared today. That means she wants to be able to make purchases with her debit card, but can't because of the negative balance showing. I went ahead and memo posted it for her, because if I didn't, she'd go to my boss who would do it anyway.
The second customer called to ask why a check hasn't cleared her account, that she was assured would clear today. Ok, it hasn't yet. So she wants to know why it hasn't. How am I supposed to know? What does it matter anyway? She doesn't want her account to go under $100 and get fees. And if it does, she wants the fees reversed because she "can't babysit it." I ask if she keeps track of the balance. "Yes, but I haven't had a chance to check it today." So she'd rather sit there in front of her computer with internet banking up than look at her checkbook register to see where she's at.
Then she says her husband's paycheck will be deposited tomorrow, so they'll be fine, but she's still worried her balance will dip below $100 before then. And, by the way, her husband's paycheck should be available at 12:01 am, even though there's no employees in the bank to process the electronic file and post the deposit to the account. No, it's not automatic, but she thinks it should be. Even though we're a small bank with no 24-hour employees. I said that upper management isn't going to change their procedures for me, or for one customer, and of course she threatened to change banks. I'd actually rather she did, but I just said there's nothing I can do. Duh.
The first customer called to ask that her deposit from Friday afternoon be memo-posted so that she doesn't show as overdrawn from the other items that have cleared today. That means she wants to be able to make purchases with her debit card, but can't because of the negative balance showing. I went ahead and memo posted it for her, because if I didn't, she'd go to my boss who would do it anyway.
The second customer called to ask why a check hasn't cleared her account, that she was assured would clear today. Ok, it hasn't yet. So she wants to know why it hasn't. How am I supposed to know? What does it matter anyway? She doesn't want her account to go under $100 and get fees. And if it does, she wants the fees reversed because she "can't babysit it." I ask if she keeps track of the balance. "Yes, but I haven't had a chance to check it today." So she'd rather sit there in front of her computer with internet banking up than look at her checkbook register to see where she's at.
Then she says her husband's paycheck will be deposited tomorrow, so they'll be fine, but she's still worried her balance will dip below $100 before then. And, by the way, her husband's paycheck should be available at 12:01 am, even though there's no employees in the bank to process the electronic file and post the deposit to the account. No, it's not automatic, but she thinks it should be. Even though we're a small bank with no 24-hour employees. I said that upper management isn't going to change their procedures for me, or for one customer, and of course she threatened to change banks. I'd actually rather she did, but I just said there's nothing I can do. Duh.
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