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What makes you think I can’t remove money I have put in your account?!

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Back in the day I used to work for a major high street bank in the U.K. I worked in the complaints department, many of which could be resolved by giving customers access to funds as a temporary credit.

So this one time, this man called in, really upset because he was expecting some benefit money into his account before a direct debit was paid – however for whatever reason the money had been delayed.

I had access to the system that confirmed the money coming in would credit his account the following day, so agreed I would give him a temporary credit for the same amount which I would debit the following morning – this way, he would avoid an unpaid direct debit fee and would still have some money left over.

Having done this many times before, I was extremely clear this would happen. “You understand that regardless of the amount in your account tomorrow, I’ll still remove the temp credit? Ok good. I will do it at 10am when my shift starts”.

Of course I come in, and he’s withdrawn all the temporary credit PLUS the payment in. I remove the temporary credit. Later on I hear a colleague mention my name and wander over to where she’s talking to the same man who insists that I had agreed the payment labelled ‘temp credit’ wouldn’t be removed and that the notes that say I would remove it at 10am were clearly fabricated.

I don’t like getting people into financial dire straits, but there are things we can do to help and if a temp credit wasn’t going to cut it, I would have done something else. This just pissed both of us off when my colleague transferred the call to me and I explained, once again, that working in the bank means I can take back those funds regardless of the state of your account.

Funnily enough I did end up logging a complaint on that call. However it was resolved not in favour of the customer. What a surprise.

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What do you think?

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i am being yelled at by my manager for not wanting to annoy people

There’s only a couple of ways I can help you here, ma’am.