customer is upset his pin card wont work

[venroses]

Background: I work the customer service desk of a drug store.

So I was standing at the desk and I kept hearing some crazy beeping coming from the pin pad at our main till. When It beeps this certain way, its because you are pressing a button at a wrong time, like instead of pressing ok, you are trying to enter in your pin.

I wander over there to check this out and this guy is upset his chip card isn't working. "The pin pad is making weird sounds and it always does this! Blargh!" And he's trying to show me this sound while pressing a number. I look at the pin pad screen and it says " Last Pin Try, Press Ok" He's trying to punch in his number instead of pressing okay!

I also tell him that if it tells him that its his last try, he should go to the bank and get his pin changed. (You have 3 trys to put your correct pin on your chip cards or it will lock you out). He tells me he "knows this, blahblah, its not the banks problem! " I don't really understand what he means by that...

He puts the card through, and of course, its declined, for incorrect pin! I then ask if he has another form of payment. (Because he his now locked out of that card). He then gets offended at such a question that I am supposed to ask and at that point this guy is just getting ridic so I say "ok", let them swipe his other card and go help the people waiting behind this crazy guy. I hear him babling away about how its not the banks problem, and he also says "that girl, I have a high credit limit, and she's thinks I'm a deadbeat"

Okaay dude, thats totally what I meant.

His other chip card worked, and I hadn't had a problem all night, so obvs it was your damn card!

The cashier said he was super nice until it got declined the first time. Like a crazy switch went off.

[Yarnil]

But its soooo hard to read the instructions...or listen to them....or follow them....or....

[Ghel]

Working at a bank, I'm frequently on the opposite end of interactions with such customers.

I had a customer this week who kept insisting that there was something wrong with her debit card, and wanted me to issue her a new card, because her card kept getting declined when she processed purchases as a pin transaction. When I told her that some transactions were going through, she admitted that the card worked just fine if she ran it as a credit transaction. (I don't like ordering new cards for people if it's not the card that's the problem.) I verified that the declined transactions were due to invalid pin, and ordered a new pin for her.

The process took more than twice as long as it should have because the customer is a babbler. She'll ask the same question twice in a row without waiting for an answer. She'll ask a question and, before getting an answer, start talking about something totally unrelated to the question. If you try to respond while she's taking a breath, you can maybe get two words out before she starts talking again.

[AtDIelement]

Or in my experience, it's our fault, as the bank, that you have insufficient funds and your card won't work...

Then I'd have to hear how angry you are if we let it through and then you get charged an OD fee.

Lose - lose in that case.