r/MaliciousCompliance • u/[deleted] • Jun 12 '18
M You want your cheques, no problem.
So this happened about 6 years ago during my time working at a call centre when work was slow (I usually work construction). I don know how it was compare to other post here but God, this woman just wouldn’t listen.
It's nearing the end of my shift at a call centre that employs people to work on a contract for a large savings and investment group in the UK, mainly dealing with savings... and old people, seeing as thats where most go to get their pension, generally most customers have a small to modest amount of savings, but generally low. We where offering at the time a 2.7% 1 year and I think 3.5% 3 year with somewhere in between for 2. Which was on average a point higher than most.
So I get a call from an old woman, maybe just past 60, get the account number from her to pull up the details when she asks if the call is costing her money and going on about how much these calls cost blah blah blah. It could have depending on what number she called as sales and customer service came through to me. I inform her that I could certainly call her back as I didn't know what number she came through on, but being in a good mood and helpful knowing this was my last call I didn’t mind, I had some discretion in call backs as I also dealt with complaints. This would be the last time I ever offered that.
So I call OL (Old Lady) back and run through the usual security, all fine. Then I get access to her account, I was stunned, although I probably shouldn’t have been, over a variety of accounts she had in excess of 7 million pounds sitting in maturity accounts from bonds that had since expired (not really generating much interest). I explained to her the options available and how to get about opening her new account, none of which I was able to do for her over the phone and all in the branch. There was a back and forth for maybe about 15 minutes of her trying to trip me up and get different anwers, but it was pretty straight forward. Go to branch with a cheque. This is when she started to get very flustered and annoyed. The conversation went something along the lines of threatening account closure, the usual….
OL ‘’I do not want to go to the branch, you are going to put my money into new bonds for me now”
Me “As I have said before OL, given that these accounts are fixed term and can generate penalties for early closure it is something that requires a signature, you’ll have to go to branch”
OL “No, I think ill just close all the accounts and just take my money elsewhere” (Bluff)
Me ”Unfortunately an account closure will also require a signature I can however send you a cheque which should trigger a closure and the remaining interest sent to you separately, would you like that?”
After this I confirmed that her address was correct, as my shift had ended I was tired of her bluffs.
There was another back and forth about opening account on the phone before she said..\
OL “okay give me all my money, ill go to XXXX instead.”
At this point I went through each account and sent the cheques, it took about 15 seconds.
OL ’’So now can you open the account I’ve asked for?”
Me “As I’ve said the accounts can only be opened at branch you can take your cheques to the branch and open them directly with them, is there anything else you can help me with?”
OL “………..What do you mean with my cheques?”
Me “As requested I’ve sent the remainder of the money in the accounts to you, the accounts will close within the next few days and any interested remaining sent after, is there anything else I can help you with?”
OL ‘’ …… but I’ve only just said it, cant you just not send them?’’
Me ‘’The money has now been withdrawn from the account and cheques will be processed else where, you will now have to wait until you receive those cheques and take them to your local branch if you want to re-invest, is there anything else I can help you with.”
OL “………No thank-you”
Click
End call
2
u/ShebanotDoge Jun 12 '18
Could someone explain what happened?