Background: I work in a call center that does credit/debit card maintenance for credit unions. Transaction history (made using the card), Disputes, Lost/Stolen, Fraud Reporting… But we have zero access to checking/savings account information or balances. We are also not allowed to separate ourselves from the CU of the caller. If they ask us, we are their credit union, not a 3rd party.
I’m usually pretty good at calming down irate or abusive CH’s, but this guy started asking me rude and condescending questions in rapid-fire, and when he asked me who pays me and insisted I was a liar, I was officially tilted, and while I remained professional on the call, I just need to get this story out of my system so I can let go of it. Cause I’m still very annoyed.
The Cardholder (CH) had called because he made a transfer from his account at a different financial institution and had been told by someone at his CU branch that he could expect it to post by today but it wasn’t showing up. He was… not happy to learn I couldn’t view that information, and in fact, he didn’t believe me when I tried to explain why. Because I guess I’d rather be abused than press the magic button to solve his problem in no time. Here’s a bit of our convo leading up to a supervisor transfer (because of course.)
CH: I made a payment to this card from my other bank and was told by someone at the branch that it would have posted by now. Find it and tell me why I dont see it in my account yet.
Me: Oh, I apologize sir I have a debit card pulled up here but you mention a payment. Were you needing assistance with your credit card payment information or are you referring to a transfer into your checking account?
CH: IM NOT TALKING ABOUT A CREDIT CARD OBVIOUSLY I MEAN A PAYMENT TO MY DEBIT CARD.
Me: I apologize sir, I’m a bit confused because debit cards do not require payments. Was this a transfer into your checking account and not the card itself that you are referencing?
(This next bit of back and forth here went on for a good 5 rounds at least)
CH: Obviously I mean a PAYMENT onto my DEBIT CARD which is the SAME THING as my CHECKING ACCOUNT. Find the payment NOW.
Me: It sounds like you mean a transfer into your checking account from an account at a different financial institution. I apologize I’m unable to assist with account information. I only have access to the card itself. Any activity linked directly to your account would have to be reviewed by member services and unfortunately they are not available again until Monday, but I can provide you with their phone number.
CH: FIRST OF ALL My card IS my account. It’s the SAME thing. But you REFUSE to understand that. I need this money NOW. But you probably aren’t even with my credit union or you would be able to see my transactions. ((at this point I had already reviewed and confirmed several transactions with him but I guess he had chosen to forget that))
Me: (Dying inside and ready to move this along) I apologize sir, as I explained earlier I can only view activity on the card itself and I can assist with reporting your card lost/stolen or compromised and assist with fraudulent activity ON THE CARD ITSELF. For checking or savings account inquiries, which include TRANSFERS or BILL PAYMENTS linked to the CHECKING ACCOUNT using a ROUTING and ACCOUNT number or DIRECT DEPOSITS, anything like that, linked to the ACCOUNT and not made using the LITERAL CARD, can only be done through the Member Services Department or in person at your local branch.
CH: SO WHAT YOU MEAN IS YOU ARENT MY CREDIT UNION YOU ARE SOME THIRD PARTY WHO CANT DO SHIT.
Me: I am the Cardholder Services Department with your credit union.
CH: OH REALLY SO NAME THEIR MAIN BRANCH LOCATION, LIST WHAT CITIES THEY ARE IN, (this list of questions is significantly shortened for the sake of brevity) DO THEY WRITE YOUR PAYCHECK TELL ME THEY WRITE YOUR PAYCHECK.
Me: Sir, I do not see how that is pertinent to your situation. I am happy to assist you as I’m able to, but I am not going to discuss my personal pay information with you, nor am I required to. I am happy to provide the phone number to Member Services and they can assist with your account inquiry on Monday when they are open again.
CH continues to bully and quiz me with trivia questions about his credit union until I finally admit we service multiple credit unions even though I’m technically not supposed to
Me: Sir, we do service multiple credit unions, but I am required to identify as the Cardholder Services department for your CU.
CH: AHA! I KNEW IT YOU HAVE BEEN LYING THIS WHOLE TIME. HOW DO I GET A COPY OF THIS RECORDING FOR THE CALL. I’LL BE EXPOSING YOU.
Me: Uh… I’m not ssure how you would do that sir. Would you like the number to Member Services…?
CH: SUPERVISOR. NOW.
Like, OH NO please don’t tell the supervisor about how I was DOING MY JOB, they’re gonna be so mad! And as for that recording, I know he wont be able to get one, but I took a lot of enjoyment out of imagining him sharing it with his friends and fam thinking he had some big Gotcha! moment, when in reality he was just throwing a tantrum because he didn’t get his way and being a huge asshole to an actual stranger who was being professional and trying to assist. On top of that, not understanding that a debit card, while linked to the checking account is not the only avenue for activity within that account and an utter refusal to believe or comprehend that notion when it was explained to him like he was 5. Who exactly do you think would be exposed here, SIR?
submitted by /u/Sylwen
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