I just had this call that honestly made me want scream and slam my head in the keyboard.
Background: I work for a fairly large bank in the Small Business dept. I take inbound calls from customers all day. Of course, it’s mostly small business owners – but the occasional personal customer can slip through depending on the options they select through the automated system.
I had an older gentleman call on his personal account today. He had a fairly decent balance and a lot of investments in my bank. He made sure to state that several times. Okay sir, that’s great, but how can I help you today?
“Well my accountant was going through my books and says I made a payment to the IRS for about $400. That shouldn’t be. I need to dispute that.”
Me: Okay, happy to help. What’s the date and exact dollar amount so I can dispute?
Him: Idk my account just said an IRS payment for about $400. Can you just look or can you get someone who knows what they’re doing?
I HATE when customers say some shit like this. Don’t demean me by saying I don’t know what I’m doing because YOU are too lazy to look at your account to tell me what I’m filing this freaking dispute on.
He flat out refused to tell me. I suggested maybe he should call his accountant back for more info. Nope. Kept asking me to “just use my eyes and look for it!”
I read out over a dozen transactions with a similar dollar amount (not labeled from the IRS mind you). None of them he said was it. Still keeping my sweet customer service voice, I finally explained I can’t file a dispute on a claim if I don’t know what I’m filing it on.
Customer: Oh don’t give me that crap! Get me your freaking supervisor, you don’t know what your doing!
Me: please hold for a few minutes while I connect you..
Get on the line with my supervisor, explain the reason for the escalation. She just goes “well I’m gonna tell him the same thing so bring him on through.”
People boggle my mind sometimes with stupidity.
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