Been lurking for a while and this comes from a call I answered today names have been changed for obvious reasons. I work for a UK banking organisation and I have been with them for coming upto four years this october and this is a call I answered just before my lunch break as i had two minutes left to go and I thought the next call would be a quick call and go and get lunch since i am working from home.
The cast are Me – Obvious & David (not real name)
Me – Welcome to organisation my name is Sheldon and how can i help you today.
David – I just received a letter from you and I want to know why my cheque has been returned.
Me – Okay i can look into that for you and i can see what has happened and see what can be done. Can i have your account details please. (I load his details up in the system and wait for it to load) I need to wait for your details to load up fully can I ask what the letters informs you about the cheque?
David – It tells me that the name on the cheque is incorrect!
Me – And what name does the cheque have on it?
David – It shows my name David Smith. (Looking at his name on our system we have his first name as Barry not David)
(I go through security and verify the customers details)
Me – Okay from what you have told me and what I have on our system I can see why the cheque was rejected it appears that the cheque has your name different to our system. On our system we have Barry David Smith and because the Cheque only has David Smith thats why the Cheque was rejected.
David – That can’t be why it was rejected I have placed plenty of cheques into my account and they have all went through with David on them and they never had Barry on them and I am know as David everywhere I dont use Barry ever.
Me – Okay I can contact our cheque team to make sure why we rejected the cheque.
(I speak to the Cheque team and because they have policy to follow they have to make sure that the cheque is in the customers name and they checked to see what name is on his account and if it doesnt match they cheque to see if he prefers another name and because he doesnt they sent the cheque back to him in the post.)
Me – Okay David thank you for waiting and I spoke to the Cheque Team and Because of the cheque having David and not Barry on it and we dont have David as a prefered name thats why it was sent back.
David – What can i do with this Cheque then how can this be resolved?
Me – Can you not contact the person who sent you the Cheque and ask them to rewrite the Cheque with the name changed?
David – No I cannot as the person is Dead how can i speak to them to get the Cheque corrected?
Me – I am sorry to hear about that, all i can suggest is to contact someone who is dealing with the persons estate can you not ask them to resend the cheque?
David – Why should I contact someone to get the cheque redone when I have deposited plenty of cheques into my account with the name David and not Barry. Tell me who is wrong is it the branches who accepted cheques with David on it or is it the Cheque team for not accepting David even though it says it on my email, statements and Online Banking calls me David and not Barry.
(Normally by now customers will go and get the cheque changed and get another cheque in the correct name. I let the customer know i will contact the cheque team further to enquire more for him about what happens and how we can make sure this issue doesnt occur again.)
Me – Thank you for waiting David I spoke to the Cheque team again and the branches shouldnt be accepting cheques with the wrong name showing but they did give information on how to make sure you can deposit that cheque without asking for another one. What i have done is I have added David as your prefered name so no matter how the cheque is received it will be accepted and deposited into your account.
David – I am not happy about whats happened how can I trust what you have said? And that the cheque will be accepted and not declined again.
Me – I can log a complaint for you and they can confirm in writing everything i have said to you.
David – How can I know you wont just put the complaint into File 13 and ignore it?
Me – Thats not how i operate every complaint I receive i send over to the complaint team and we always investigate complaints and inform you of our decision.
David – Okay what can I do with this cheque?
Me – Okay you can either hand it over into branch or send it back to us and now we have changed our system to reflect your name it will deposit without any issue.
David – Well I can’t goto branch which is 20 miles away and another 20 miles back and it will take me the best part of an hour to deposit the cheque and if I send it back to you I have to spend more money on postage and an envelope.
Me – Unfortunately thats the only way we can accept Cheques right now either in branch or by posting it to us. What i can do is ask as part of the complaint resolution that we reimburse you money for sending the cheque back to us.
(I check details we have to make sure we have correct details to contact him back and read statements so he knows what will happen next.)
Me – Is there anything else I can do today for you?
David – No there isnt.
Me – Thank you for calling and hope you keep safe!
And because I live in the UK a first class stamp costs 76 pence or 92 cent for Y’all mericans 🙂 and envelopes are normally cost pennies since you get like 50 or 100 per pack. And funny thing is if you know you dont use a name and go by a different name make sure that any origanisation has the correct details because if he did it would of been very different. And I submitted his complaint and went for my lunch 45 minutes late so much for a quick call. Some parts have been removed for quickness.
submitted by /u/Sheldon1979
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