So for background, I work in a call center for a bank. I’m in a specialized investigations department, and if any one of my 30ish colleagues makes an outbound call, our department’s 877 number pops up. Yesterday morning, I got this call.
Me: [bank name] [department name], this is threetimesalatte, how can I help you?
Irate caller: WHY DO YOU PEOPLE KEEP CALLING ME? SOMEONE KEEPS CALLING ME FROM THIS NUMBER AND I DON’T KNOW WHY
Me: Okay, sir, let me look into that for you. May I have the transaction number or account number, please?
IC: I DON’T HAVE THE TRANSACTION NUMBER, CAN YOU LOOK IT UP ANOTHER WAY?
Me: Of course. May I have your account number?
IC: I DON’T FEEL COMFORTABLE GIVING THAT OVER THE PHONE. CAN YOU USE ANOTHER WAY?
Me: Sir, in order to find out why we called you, I either need your full account number or the transaction number to move forward.
IC: THE LAST FOUR OF MY ACCOUNT ARE XXXX.
Me: Perfect, and the rest?
IC: I’M NOT GIVING THAT TO YOU, I DON’T KNOW WHO YOU ARE, WHY ARE YOU CALLING ME?
Me: Again, sir, in order for me to locate your information, I either need your transaction number or your account number. Otherwise, you’ll need to speak with your branch or account officer.
IC: UN. BE. LIEVABLE. YOU CAN’T TELL ME WHY YOU KEEP CALLING ME?
Me: No, sir, not without your account number or transaction number.
IC: WHERE WOULD I GET THE TRANSACTION NUMBER
Me, dropping the nice tone: Well, sir, if we’ve been reaching out to you repeatedly by phone, then we would have been leaving you voicemails in which we stated the transaction number.
IC: WELL I DELETED THE VOICEMAILS
IC: YOU MEAN NO ONE CAN TELL ME WHY YOU KEEP CALLING ME
Me: No, sir, I recommend you reach out to your branch.
IC: UNBELIEVABLE. YOUR PROCEDURES ARE AWFUL. disconnects
Tl;Dr irate caller has an aneurysm when I can’t read his mind & my company’s technology & procedures only allows me limited ways to verify inbound calls