I work for a large financial institution that has several banking services. I work with cards. Each line of business is separate from the other and we can not see information on other types of accounts. So I wouldn’t be able to see checking or mortgage. So if someone has a POA they need to send a copy for each line of business separately. We also don’t play around when it comes to security and privacy.
This was a fun conversation between me and a third party moron.
Me: Thanks for calling bank name, may I have your name.
TPM: I’m calling on behalf of name on account.
I get calls like these a lot and are normally to report that someone is deceased. Unless they are calling to report a death our policy for third parties is that they must confirm the full account number with no exceptions, name on the account, and address on file. I can’t enter the account without verifying, and can only see the name on the account and if anyone else is verified to speak or make changes on the account.
Me: Okay, thanks. And what is the account number you are calling on? (Still no name of the caller)
TPM: Look let me just tell you what I need.
When someone says this all in a huff it’s never a good sign for how the call will go.
Me: Okay, how can we help you today?
TPM: Name on account is currently in a nursing home and I need to change the address on the account. It needs to be done immediately so that her bills aren’t sent to the wrong place.
Me: I’m sorry to hear about this situation. (At this point I’ve checked names on the account and the account holder is the only name listed and there isn’t a POA on file) You have two options to update this address. You can either send us a POA by mail or fax and include the new address or if you are able to visit her she can give permission to speak with you or add you to the account.
TPM: (goes from zero to 10) I DON’T HAVE TIME FOR THIS! SHE’S IN A NURSING HOME AND NOBODY WILL GET THE BILL!
Me: Yes I understand this, however we can not just change account information without going through the proper channels.
TPM: I JUST NEED TO CHANGE THE ADDRESS, IT’S A SIMPLE REQUEST! YOU NEED TO HELP ME NOW!
Me: I know this may be frustrating but for the privacy and security of the account holder and our bank we can not make any changes without consent or a POA.
TPM: WELL IT NEEDS TO BE CHANGED, THE STATEMENTS WON’T BE RECEIVED! WHAT’S HAPPENS FROM HERE?
Me: (attempting to clarify) Are you asking how we update the address or what will happen to the account?
TPM: YOU NEED TO CHANGE THE ADDRESS!
Me: (thoroughly annoyed at this point) Yes, I understand that. We’ve gone over your options, I am unable to help without consent or a POA on file.
TPM: WELL I NEED TO SPEAK TO SOMEONE WHO CAN HELP. I HAVE A POA ON FILE WITH CHECKING. WHY DON’T YOU DO YOUR JOB AND LOOK?
Me: If you have a POA with a different type of account we are unable to see that. You will need to send in another copy to us directly. I can provide a mailing address or fax.
TPM: I KNOW YOU CAN CHANGE THE ADDRESS, JUST CHANGE THE ADDRESS! I NEED TO TALK TO SOMEONE WHO CAN HELP ME NOW!
Me: As I’ve already stated we can not make any changes on the account until you’ve gone through the proper channels. There is not anyone here that can help with your request until that is done.
TPM: GET ME A SUPERVISOR NOW!
Me: Okay, let me place you on ho-
TPM: (interrupting me) GET ME A DAMN SUPERVISOR!
I put her in a brief timeout on hold before connecting with a supervisor. Checking account memos the supervisor told her the exact same thing and the caller (never did get her name) escalated into just screaming obscenities. Her number was blocked as an abusive caller and the supervisor transferred her to an extension that has a recorded message that basically says we refuse to talk to people that are assholes with potty mouths.
TL/DR: Lady wants to change address on an account that isn’t hers and she isn’t authorized to speak on. After giving her options on how to become authorized she starts shouting and then demands a supervisor.