Call Center Chronicles

I work for a bank call center these are my stories

[Call Center Chronicles @CallChronicle]

Hi 👋 I work for a bank call center dealing with fraud. Some of the interactions I have are unreal, these are my stories. #TrueStory #CallCenterChronicles #callcenter #finance

[Call Center Chronicles @CallChronicle]

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[Call Center Chronicles @CallChronicle]

Me: thanks for calling this bank my I have your name?
Customer:....who did I call again?
Me: this bank
Customer:....I miss dialed sorry *click*
(30 minute hold to talk to me)

[Call Center Chronicles @CallChronicle]

Customer: I rented a car and I kept it 12 days longer but they charged me almost 4k!
Me: understand that must a shock what was the price per day after the agreement and were there any listed fees?
Customer: I just want to send it to collections
Me:...we cant do that

[Call Center Chronicles @CallChronicle]

Customer: screams at me over standard authentication practices
Me: tells customer charge is an overdraft protection hold that will be released in the morning.
Customer: I'm sorry, if I was you I would have hung up on me and said it was an accident

[Call Center Chronicles @CallChronicle]

Me: Hey something is wrong I cant hear anything on my headset
Manager: But can the clients hear you?
Me:...I dont know cause if they can I cant hear them respond to me
#CallCenterChronicles

[Call Center Chronicles @CallChronicle]

Me: Do you have your cellphone on file?
Customer: yes
Me: ok I'm sending you an authorization code
Customer: I cant find my phone
Me: ok let me see what else I can do to verify you
Customer: Verify me? FUCK YOU! *click*
Me:.....

[Call Center Chronicles @CallChronicle]

Customer: I dont have cable that cable company charged me
Me: ok do you have internet or home phone with that company?Customer: I have wifi but I pay it through the app
Me: our app or theirs
Customer: theirs
Me: did you add your debit card as a payment method
Customer: yes
Me: ..

[Call Center Chronicles @CallChronicle]

Me: absolutely I can help update your address
Customer: its xxx Denver st like... I dont know is Denver a city or a state?

[Call Center Chronicles @CallChronicle]

Me: the charge is a reversal for the claim that was denied the investigation shows fraud did not occur
Customer: so my electric has been off for days cause your bank wants to steal my 75.00 I should sue you

[Call Center Chronicles @CallChronicle]

Me: hey manager x system isnt responding I need to reboot
Manager: send me a screenshot
Me: idk how to send you a screenshot of nothing happening
#WhyMyManagerHatesMe
#CallCenterChronicles

[Call Center Chronicles @CallChronicle]

Customer: My credit card was stolen these (3 biggest) charges arent mine but these other ones are.
Me: ok sir by the time stamp on the transactions I can see that the charges you made were during and after the fraud charges.
*click*
#CallCenterChronicles

[Call Center Chronicles @CallChronicle]

Customer: I cancelled an order and they still charged me I want to dispute that $7.15
Me: ok happy to help what was the item?
Customer: what?
Me: I need to know for the claim
Customer: I gotta look *1 minute silence* it was a vibrator
#CallCenterChronicles

[Call Center Chronicles @CallChronicle]

Customer: I need to file a couple of claims there were 9 charges, last guy only filed 3 claims so I need to do 3 more
Me: Ok I see the 9 charges and there were only 3 claims filed you want to dispute the other 6?
Customer: oh lord I gotta do math? Whats 9-3?
#CallCenterChronicles

[Call Center Chronicles @CallChronicle]

Customer: I used my card on a porn site but other porn site charged me I'll give you the website so you can look it up to see
Me: I cant do that sir
Customer: no really I'll give it to you check it
Me: Sir I can not search porn on a bank server
#CallCenterChronicles

[Call Center Chronicles @CallChronicle]

Customer: my card was declined at other bank, so I used this bank csrd and it worked
Me: ok yes I see the charge here
Customer: but it was declined with other bank
Me: We cant help with other bank
Customer: oh you only do this bank?
#CallCenterChronicles

[Call Center Chronicles @CallChronicle]

Me: Hello thanks for calling this bank, can I have your card number?
Customer: I'm going 85mph how am I supposed to give you that?!?
Me: I cant find your account without a card number
Customer: *explosive profanity*
#CallCenterChronicles

[Call Center Chronicles @CallChronicle]

Customer: I'm a Doctor I'm not a dumb person there's no way I fell for a scam!
Me: I'm very sorry sir but Samsung wouldnt ask you to pay them in iTunes gift cards unfortunately that is a scam
#CallCenterChronicles

[Call Center Chronicles @CallChronicle]

Customer: I sent this cash app but now I'm mad at them can you cancel it?
Me: No I'm sorry we cant do that
Customer: what if I say my phone was stolen?
Me:..this call is monitored and recorded
#CallCenterChronicles

[Call Center Chronicles @CallChronicle]

Customer: hi can you change my mailing address to this?
Me: I see thats been your mailing address since December (its August)
Customer: Oh maan I'm to high for this
#CallCenterChronicles

[Call Center Chronicles @CallChronicle]

Me: Thank you for calling this bank may I have your name?
Caller: my name is Jane Doe, is this utility company?
Me:...no its this bank
#CallCenterChronicles