I use to work in the debit fraud claims department of a large bank. I’ve had my share of ridiculous callers but I took as its because we were dealing with their money, not a credit card fraud case where it’s the bank’s money.
Now, when you sign up for a debit card at the bank, you must sign a contract that the cardholder would have to agree to in order to get the debit card. One such agreement was:
- keep your pin number a secret and never write it down or share it with anyone!
Well, this caller, (we’ll call Mary) had just received a letter in the mail that her fraud claim was denied because she admitted to sharing her pin with her son…a direct violation of the agreement.
Mary was not having it and chose me to lash out on!
Me: Thanks for calling—-
Mary: You people are the worst! How dare you deny my fraud claim!
Me: i’m sorry ma’am, let me look up your account info and see what is going on. (Opens the letter and sees notes). It seems like your claim was denied because—-
Mary: Because I have a brain tumor, that’s why!
Me: I’m sorry to hear that ma’am, but that’s not the reason. You claim was denied because you violated the cardholder agreement by writing down you pin and/or sharing it with someone else.
Mary: Listen…when I signed up for this debit card, I read the agreement. I told Judy at my branch that I have a brain tumor and that I have a very hard time remembering things. And she told me “oh that’s okay, that portion won’t apply to you. We know you situation.” In order to get money out of the ATM, I shared my PIN with my son! WITH MY SON!!!
Me: Unfortunately ma’am, even if you shared you PIN with a joint account holder, it is still violating the agreement you signed and therefore—-
Mary: let me speak to your manager now!!
Key point here…for WHATEVER REASON…our department did not have managers that took calls. We had an “escalation team” and we had to address them as such that took these types of transfer calls (and that didn’t sit well with A LOT of customers). Whereas the credit card department had the same escalation team but they WERE ALLOWED to called “managers” for the callers peace of mind.
Me: I don’t have a manager at the moment, but I do have an escalation team member who will gladly—-
Mary: I said a manager! Get me a manager now!
(Transfer her to the escalation team).
Bill: good morning Mary, how can I help you today?
Mary: listen, you guys denied my fraud claim because I wrote down my pin number. I’m sorry, but I have brain tumor and I cannot remember anything! Judy at the bank said that the pin agreement didn’t apply to me.
Bill: I’m sorry ma’am, but unfortunately we cannot allow our customers to pick and choose which agreements they can follow and which do not apply to them.
Mary: THAT IS UNACCEPTABLE! Let me speak to your manager because you sound very snobby!
I disconnected at that point, but during my last few days at the bank, I looked over her account for my own curiosity (I did this for a lot of my interesting callers). and she spoke with A LOT of people. It was filled with note after note after note of everyone she talked too. She even got her branch manager involved and the bank did pay eventually pay her claim…but then…the Risk Assessment Team closed her account and deemed her to high of a risk to keep her as a customer.