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SC came in today asking to speak with "Mary". Coworker told SC that we do not have a Mary that works at our branch, but we can try to either find the location where she does work or sit the customer down with a representative to see if we can help more directly. Well, SC gives a nice preview of what sitting down with her is going to be like as she stands there ranting for a good five minutes about what awful service we have that Mary is not here when Mary said she would be here, etc, etc, etc...
Eventually co-worker gets enough actual info from the member to determine she needs a loan officer. I'm the next representative available (oh joy!), so I get the privilege of calming SC down enough that I can take her back to my office.
Now, every question I ask is met with a complaint about how incompetent we are not to just KNOW what she wants and for Mary not to be here when she SAID she was going to be here. Fortunately, the account has notes that explain what is going on.
Turns out she spoke to someone in the call center about a loan modification. The call center worker got everything prepared then offered to either mail the forms (in which case we'll need notarized signatures) or have them ready on the member's account so she can come by my branch to sign them. This brings up two points:
1) no way would anyone at the call center offer to meet with a customer in person.
2) the call center employee's name was not Mary.
Fortunately, all I need to do is printout the forms and have SC sign them. She asks a lot of suspicious questions, obviously not trusting that this really is a change that is doing exactly what she is asking for.
That completed (never took me so long to get two lousy signatures), and SC says she has another problem.
According to her, she called our call center end of last month in order to make a payment on her college son's credit card. Because she's not on his account, she says she ends up getting transferred from one representative to another and after THREE hours on the phone, once even being HUNG UP on by the representative, she finally gets to speak with a supervisor who says that she'll take care of transferring the payment fro SC's account to her son's credit card.
Well, son gets the bill this month, and there's a late charge because the bill was never paid.
This story makes no sense at all to me. She is not on her son's credit card, so we cannot give her information about that card, but if she is just wanting to withdrawal money from her own account to make a payment (and she wanted a specific amount paid, so she didn't even need the balance) that should not be a problem. Then I figure out what happened.
She called the after hours line.
The after hours line is not actually part of our bank. The service cannot access accounts. It CANNOT make a withdrawal or take a payment. The reason the service exists is solely for lost/stolen cards. They have a limited access that will allow them to see the last few transactions on a credit or debit card, and they can block cards. That is ALL.
So I'm just imaging these poor workers trying to explain to this woman for THREE hours that they simply cannot do what she is asking.
*headshake*
Eventually co-worker gets enough actual info from the member to determine she needs a loan officer. I'm the next representative available (oh joy!), so I get the privilege of calming SC down enough that I can take her back to my office.
Now, every question I ask is met with a complaint about how incompetent we are not to just KNOW what she wants and for Mary not to be here when she SAID she was going to be here. Fortunately, the account has notes that explain what is going on.
Turns out she spoke to someone in the call center about a loan modification. The call center worker got everything prepared then offered to either mail the forms (in which case we'll need notarized signatures) or have them ready on the member's account so she can come by my branch to sign them. This brings up two points:
1) no way would anyone at the call center offer to meet with a customer in person.
2) the call center employee's name was not Mary.
Fortunately, all I need to do is printout the forms and have SC sign them. She asks a lot of suspicious questions, obviously not trusting that this really is a change that is doing exactly what she is asking for.
That completed (never took me so long to get two lousy signatures), and SC says she has another problem.
According to her, she called our call center end of last month in order to make a payment on her college son's credit card. Because she's not on his account, she says she ends up getting transferred from one representative to another and after THREE hours on the phone, once even being HUNG UP on by the representative, she finally gets to speak with a supervisor who says that she'll take care of transferring the payment fro SC's account to her son's credit card.
Well, son gets the bill this month, and there's a late charge because the bill was never paid.
This story makes no sense at all to me. She is not on her son's credit card, so we cannot give her information about that card, but if she is just wanting to withdrawal money from her own account to make a payment (and she wanted a specific amount paid, so she didn't even need the balance) that should not be a problem. Then I figure out what happened.
She called the after hours line.
The after hours line is not actually part of our bank. The service cannot access accounts. It CANNOT make a withdrawal or take a payment. The reason the service exists is solely for lost/stolen cards. They have a limited access that will allow them to see the last few transactions on a credit or debit card, and they can block cards. That is ALL.
So I'm just imaging these poor workers trying to explain to this woman for THREE hours that they simply cannot do what she is asking.
*headshake*
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