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So customer calls me to cancel checkcard. Gives me social, I verify her, give her the last transaction. That's not the card, she's talking about the business account. I ask her for the tax ID, doesn't have it, account number, doesn't have it, finally access it through the business name.
I start verifying her all over again.
SC: I already answered a bunch of questions!
Me: That was for your personal account. Since it's the business account we need to be able to verify the business info to provide info over the phone. Do you have XXXX (don't want to give away where I work)?
SC: I'm on vacation! I have nothing!
Me: How about the payee of check XXXX.
SC: Are you not listening to me? I have nothing.
Me: I can definitely protect the card and you can either call us back when you have the info or go inside a branch for a new card.
SC: I want to know the last transaction!
Me: I would not be able to provide that on this call since I wasn't able to verify you.
SC: Well ask the verification question already!
Me: The verification question is XXXXX.
SC: I already told you I don't have it!
Me: Your account is 100% secure, you can go inside the branch for a new card and acct info.
SC: I'm on vacation in (huge, popular state) and there's no banking centers here!
Me: If you give me the city I can try to find a banking center close to you.
SC: WHAT? This state is huge!
Me: I can look for a banking center for you.
SC: Get me to a manager!
Me: Certainly, one moment please.
SC: (To friend) She's so stupid.
Me: Ma'am, let's keep this professional please.
SC: I can call you whatever the hell I want while I wait for a manager!
The sad part? She's right. If they call us names all we can do is get a manager, so they're free to call us names while we get one.
I start verifying her all over again.
SC: I already answered a bunch of questions!
Me: That was for your personal account. Since it's the business account we need to be able to verify the business info to provide info over the phone. Do you have XXXX (don't want to give away where I work)?
SC: I'm on vacation! I have nothing!
Me: How about the payee of check XXXX.
SC: Are you not listening to me? I have nothing.
Me: I can definitely protect the card and you can either call us back when you have the info or go inside a branch for a new card.
SC: I want to know the last transaction!
Me: I would not be able to provide that on this call since I wasn't able to verify you.
SC: Well ask the verification question already!
Me: The verification question is XXXXX.
SC: I already told you I don't have it!
Me: Your account is 100% secure, you can go inside the branch for a new card and acct info.
SC: I'm on vacation in (huge, popular state) and there's no banking centers here!
Me: If you give me the city I can try to find a banking center close to you.
SC: WHAT? This state is huge!
Me: I can look for a banking center for you.
SC: Get me to a manager!
Me: Certainly, one moment please.
SC: (To friend) She's so stupid.
Me: Ma'am, let's keep this professional please.
SC: I can call you whatever the hell I want while I wait for a manager!
The sad part? She's right. If they call us names all we can do is get a manager, so they're free to call us names while we get one.
sarcasm Stupid lady....because you know it's not your job to ask all these things.../sarcasm
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