I either don’t know our policies, or I’m just being lazy

This just happened this past Tuesday. It was a whole morning of absolute ridiculousness. Anyway, for our luscious cast we have:

Me: Me

Sharon: Caller who had the nerve

And so, we begin our tale on Tuesday morning, around 8:45, I believe. Let me preface this by saying that at this point, I’ve worked here for just over a year and a half. I know what I’m doing. If I don’t, I’ll bug a supervisor until I do.

Me: “Thank you for choosing Local FI, my name is TamHawke. Can I get your name?”

Sharon: “My name is Sharon Who Had The Nerve.”

Me: “And how are you doing today?”

Sharon: something along the lines of “Good.”

Me: Proceeds to verify member with info on the account and then: “How can we help you today?”

Sharon: “I want to transfer funds from my Local FI account to Federal FI.”

Me: “Well. Apologize, ma’am, but we can’t do that for you over the phone, you’ll have to go to a Local FI service center to do ant shared branching*, or you can log on to your Local FI account online and transfer the money through Online Transferring Service Partner. You can do standard 3 businessdays delivery for free or next businessday for a $5 fee.”

Sharon: “They did it for me over the phone last time. What changed?”

Me: Immediately rolling my eyes because I know where this load of bull is going. “We have never done shared branching over the phone, as we cannot access that system. If they did it for you before it was with a branch over the phone and it was a one time courtesy while we were closed due to the pandemic. We have never done those transactions over the phone. Do you remember the name of the rep who did this for you before?”

Sharon: “No, but it was just a few months ago.”

Me: “They likely did you a courtesy when our lobbies were closed, but we’ve been open since mid May, you’ll have come inside to transfer funds from Local FI to Federal FI We cannot do this for you over the phone.”

Sharon: “They did this for me before, so you should be able to.”

Me: “We cannot do this for you over the phone.”

Sharon: “I don’t mean to be rude, but you either don’t know your policies, or you’re just being lazy.”

Me: Uses every fiber of my being to not reach through this phone and alter the fabrics of time and space to smack this person. “Ma’am. If you have the name of the person who did this for you before– which was a one-time courtesy –I can get you to them. As I said. We cannot do this transfer for you over the phone. You’ll have to go into a branch or do it through online banking.”

Sharon: “I’m really not trying to be rude, but this is ridiculous.”

Me: Wishing I could call her out on her obvious rudeness without being fired. “Is there anything else I can do for you?”

Sharon: “No. Bye.”

JHMFRC. That was my first call of the day, too. It was so nice to start the day with Panera with some extra Stupid Ass Mess on the side. What a Tuesday…

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