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When you receive an incorrectly transferred call

Does anyone else get calls transferred to them because the previous rep either called the wrong department or had no idea how to help so just dumped them into some random department’s call queue? Those are the best. 🤦🏼‍♀️

Here’s a call like that I had a while ago.

Me- Me

UC- Unhappy customer

H- Unhappy Customer’s husband

Me: Hi there, this is WannaDanceWthSome1 with *banking product* services. How can I help you?

UC: My card was closed because of fraud.

Me: Okay, I see. Let me look into that. I’ll just need to authenticate you.

We go through the authentication process

H: There were 3 charges after the credit card was reported as lost. *they read off the charges*

UC: I reported this card as lost why did these go through?

Me: I’m sorry this happened, it’s possible the card was reported while these charges were pending but this is not a problem. I see you have a claim we can add these charges to the claim.

H: This is unacceptable. We need to do…

at this point H is speaking very fast and making multiple demands. It’s hard to pick up on everything he is saying. I hear something about autopay, other bank products, activating the card, opening the fraud claim.

I wait until H is done talking and because he made multiple demands I try to figure out what I can help with first. I do not know if he wants me to stop autopay, to reactivate the card, if he needs help with another product, or if he wants to know the status of the claim. I do not want to go in and just start changing things on the account without being clear on how to proceed.

Me: Okay, sir, well what are you wanting to accomplish right now?

I said this as friendly and upbeat as ever but this made him go OFF.

H: I WAS TRANSFERRED TO YOU AND TOLD YOU COULD HELP ME. SO YOU TELL *ME* WHAT YOURE GOING TO DO.

Me: Alright, sir, I would like to get you in touch with our claims department so they can add these 3 charges to the claim.

H: NO. I WAS JUST TRANSFERRED AND TOLD THAT YOU WERE FRAUD.

Me: I apologize that happened.

H: Why are you guys doing this? Why do you allow fraud charges to go through and make us call? Don’t you understand we don’t have time for this? Tell me who I spoke with. Tell me why you allowed these charges. Tell me..

He goes on a very long rant demanding I personally answer for other reps and the bank.

Me: Sir, I sincerely apologize you were not transferred properly and I understand why you are upset. I am just not sure what to tell you because I am not able to see any notes about the claim, I will have to get you in touch with fraud for that. I do not know what rep you spoke with last.

H: THEN TRANSFER THE CALL AND DO NOT ASK ME WHAT IM TRYING TO ACCOMPLISH.

Me: Okay.

I place him on hold and call fraud.

I am not really supposed to be working this account anyways because I work in collections and can not help much with opening fraud claims or reactivating cards. I suspect he was just randomly transferred because he gave the previous rep a hard time or was not clear with what he needed and they just chose a number.

So after speaking with fraud I let the customer know they have it taken care of and they do not need to take the call.

H: They don’t need to talk to me?

Me: No, we have it taken care of.

H: Well will it be added to the old claim or a new one? Will the claim take 7-10 days from today or the first one? Will I get money back at multiple different days or all at once?

Again, he starts asking multiple questions at once and I think at this point he knows he is asking very technical questions to confuse and harass me.

Me: Sir, we have it added to your claim. This takes 7-10 days to resolve from today. I.. do not know when you will be rewarded. But we are looking into those charges for you.

Finally UC interrupts her husband and says: Can you transfer us to get our card activated.

Me: Absolutely!

I place them on hold without skipping a beat. When I transfer the next rep gives me a hard time and I am just exhausted. They finally take the call and I am free but that sucked lol

What do you think?

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Not my best comeback ever…

When your customer service voice is TOO good