Some Work Stories

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At work I take what are called Lost/Stolen calls. This is a number people call if their debit card is lost of stolen. Now my company provides this service for 1200+ Financial Institutions (have to say “Financial Institutions” because Credit Unions get cranky when you call them a Bank), and my open spiel goes a little like this:

“Thank you for calling Lost/Stolen Card Services. Are you call you to report a card Lost or Stolen today?”

I have to actually ask if they are calling to report a card lost or stolen, because you would be surprised at how many people call Lost/Stolen to activate a card.

Here are a few othe conversations I have had since I stated working there:

“Thank you for calling Lost/Stolen Card Services. Are you call you to report a card Lost or Stolen today?”

“Yes”

“what is the name of you Financial Institution?”

“Ummm…I don’t know it is somewhere in Delaware.” (yes people do actually live in Deleware)

“Thank you for calling Lost/Stolen Card Services. Are you call you to report a card Lost or Stolen today?”

“No I need to get some information on my fathers account, he is in the hospital dying and I need to get this information now. I need to talk to someone”

“I do apologize sir, unfortunately I do not have access to that information. We are a third party that provides Lost/Stolen support for your Financial Institution.”

“If my father dies without this information it will be all your fault!”

“Sir, I refuse to take that guilt trip. Once again we do not have access to that information.”

“Well, I refuse to take a guilt trip when your father is the hospital dying.”

“Sir, my father is already dead”

“I have a right to talk to someone about this account, THIS ISN’T RUSSIA!” (he hung up on me)

“Thank you for calling Lost/Stolen Card Services. Are you call you to report a card Lost or Stolen today?”

“Yes”

(Sometimes ou just can’t find the person in the database. We can search by name and card number and sometimes checking account number. After we have exhausted all of our seach options and we still can’t find them, people get a little testy)

“I do apologize, I have search several different ways and tried multiple spellings of your name, but I can’t seem to find your account in our database.”

“Well, did you try…”(list several ways for me to try to search again)

“Yes I have”

“I have been with XYZ Bank for 10 years, I know I am in there. Someone has my card and can take all the money in my account. I can’t believe you can’t find me. Have you tried…(once again giving me more ways I can’t seach by)”

“We can only go by the information provided to us by your Financial Institution. I can’t turn your card off if I can’t find you.”

“What good are you then?” (he hung up on me)

Thank you for calling Lost/Stolen Card Services. Are you call you to report a card Lost or Stolen today?”

“Yes”

“What is the name of your Financial Institution?”

“Ummm…what do you mean?”

“What is the name of your Bank or Credit Union?”

“Oh…VISA”

“That is the name of the Bank or Credit Union you keep your money at?”

“Oh no…that’s ABC Bank”

These are the types of calls and people I handle on a day-to-day basis. As I get more stories I will share them with you.

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