So I work for a call center in a bank and I have this little gem call in because her boyfriend sent her money and she wasn’t seeing it in her account. I’m sure a lot of people are familiar with this service so I will call it Moneypay. Now Moneypay works by using a person’s email or phone number to send money. Now upon looking at this lady’s account I realized she didn’t have her e-mail registered. The site is self service so I try to walk her through adding the email. Sounds simple right? WRONG!
Me: Okay so I’ve looked at your account and I see your email isn’t registered for Moneypay.
Lady: No I did go in and register my email.
Me: Oh unfortunately I don’t see it updated in our system. Do you have access to online right now? I can help you add it.
Lady: Okay no offense but I’m not stupid. I know I added my email. Can you fix it in your system?
Me: Oh I apologize but online access is actually self service. Do you think you’re able to get online right now?
Lady: I know I added my email so there’s no point in me going online right now. It’s a waste of time. I think you need to connect my to your tech support.
(Now in my department we do basic troubleshooting but for certain issues we connect to tech support)
Me: Ma’am I can definitely connect you over but they are going to tell you the exact same thing. Online access is self service.
Lady: What is the point in going online?! I know did everything right!
Me: (exasperated)….. Ma’am do you just want to go speak with tech support?
Lady:scoff (hang up)
I’m not sure whether to be annoyed or feel sorry for her….and her boyfriend. Can’t imagine being with someone like that. This probably could have taken less than a minute to fix.
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