Customer called in stating her debit card declined yesterday and she wanted to know why.
I found she was a new customer with new customer limits. The details of this policy is found in the deposit agreement given to every customer when they open a new account.
Customer begins to get upset. Explains she has Stage 4 cancer and is at the hospital for her appointment and they will turn her away for nonpayment. I agree that its terrible hospitals do that. (It really is. I definitely felt bad about her situation.)
I advice that the policy was put in place due to a trend in debit card fraud shortly after the pandemic began. That it is the same for every new customer, it’s not personal and if I could help I would.
Customer still upset explains how this will literally kill her and requests a supervisor.
My supervisor line was booked, waited 5 minutes with no answer. I’m required to check in so I did and offered to place her back on hold while we continue to wait.
Customer upset again, begins cussing and saying that the wait is ridiculous (I agree but cannot say that) and she has an appointment to get to. She tells me she’s going to report my company and it’s policy to social media. Adding that she’s dying and my company won’t help. To top it off, before she hung up, she felt it fair to say that I had been terrible today and refused to do anything to help her. Then said she’d add my name to her call-out on social media. Call over.
This literally had me in tears. Probably because I have been sick the last few days and haven’t ate much. But still, it hurt.
The takeaway?
1) Read your deposit agreement. 2) Don’t wait until the next day to call the bank when your debit card declines for important shit like medical payments.
submitted by /u/incutech
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