It's your bank's problem, not ours

[edible_hat]

Today's SC was this old man who came bearing credit card statements. The first one (a month old) had two charges for the same amount on the same day. He said that had been fixed, his bank had reversed the second charge and he thought it was all sorted out. Until he got the second statement (the current one) today. The second one shows the reversed charge and another two copies of the original charge.

The suckiness comes from his refusing to accept "it's your bank's mistake, not ours" for an answer. He even said his bank admitted the first double-charge was their mistake and they reversed it (which they did). Then he wanted cash for the value of the two extra charges.

Eventually we convinced him to go away and come back tomorrow when the boss is in. I hope he comes in in the afternoon, after I finish.

[jedifarfy]

Very weird, but yeah, if you didn't charge him twice, it's the banks fault. They've done it before obviously!

Similarly, I've had to convince many older people that their statements online were not charged twice. Sometimes, and I've had it before too, it'll show the amount pending, AND the amount charged.

JF

[Banrion]

What's even more fun, is explain NSF to the elderly. At my old job, if a check came back NSF we put it through a second time. Then the check does show up on their statement twice. And you know people, they NEVER do anything wrong EVER, so they don't even listen to the fact that the check bounced the first time, and it only deducted from their account the second time.

[smileyeagle1021]

My favorite is when people call a hotel, it goes through the automated introduction (press 1 for front desk, press 2 for sales, press 3 for reservations, press 4 for billing... etc or whatever). For reasons I cannot fathom I'll get people who press three and then start asking questions about their bill... it's like, umm I don't know... all I do is book the rooms, you'll have to talk to someone in BILLING if you have a question on your bill.

[bainsidhe]

We have a website where people can order some of our products online. During checkout in bold, red print is are the words "click checkout only once". So when accounting calls CS the next day because there were 8 duplicate charges, it means someone got cick-happy. I've been very fortunate that anyone I've sent an FYI email to has always been like "OK thanks!" Maybe they realise they messed something up, I don't know. But I've always been relieved.

[matty]

For reasons I cannot fathom I'll get people who press three and then start asking questions about their bill...

I think some people work on the theory that the automated introduction system is there deliberately to waste their time, and that it doesn't matter which button they press, because "it's all one call centre anyway!"

[Geek King]

My favorite is when people call a hotel, it goes through the automated introduction (press 1 for front desk, press 2 for sales, press 3 for reservations, press 4 for billing... etc or whatever). For reasons I cannot fathom I'll get people who press three and then start asking questions about their bill... it's like, umm I don't know... all I do is book the rooms, you'll have to talk to someone in BILLING if you have a question on your bill.

I will do this very rarely. I have, unfortunately, run into companies that never answer whatever line the "billing inquiries" line, and I'm talking about waiting for over an hour while the message keeps telling me, "just a few more minutes." Miraculously, when I contact another line, explain the situation, and ask to be transferred, someone in billing picks up right away. I don't know if it is deliberate, or if there was just an issue with the phone lines, but it has happened more than once.