I have a new job, as you all know, and I love it so much.
I work for a call center, and I’m contracted by a bank in their Debit Card Fraud department. So, I take and make calls all day and block or unblock people’s cards. I know it’s probably going to get its own brand of stressful, but I’m going to work through that. If I survived the Choctaw Nation for nearly 8 years, I’m going to survive this place.
I’m in Wave 6, meaning I’m part of the 6th group at this location for Fraud, so we’re still somewhat new. We’ve only been in existence for 6 months, but it’s pretty hectic. Two of our call centers are up north and they’re still shut down because of the heavy snow. Once they open back up, it’ll slack off.
I HAVE A SET SCHEDULE! No more of that, "Okay, you were off Monday and Wednesday last week, but you can’t be off again until Monday and then Saturday," bullshit. Like clockwork, EVERY Sunday and Monday are my days of freedom. Also, overtime! Right now I’m exempt from mandatory overtime because I’m still in training, but we have three extra weekly hours, unlike the last place where you just ran short because Overtime is a tool of the Devil. (I don’t know if they felt that way, but it sure seemed like it)
I’m already taking calls for short periods of time, and the trainers walk around and help us if we don’t know what we’re doing. I’m catching on quick, and today we’re going solo, meaning we can’t help each other anymore like we have been, so wish me luck!
Inbound call, dude’s card has a Test Point on it, meaning there’s a charge that looked suspicious on his account and the system shut him down. I go over the charges I’m supposed to, then I look for the Test Point. I find it, but I read the wrong line at first by mistake.
Terah: Okay, just a couple more, I’m seeing a charge here for (website).com for $1.00. It looks to be uh… a… escort service?
Dude: (Pause. Sound of shame) …yeah, that’s mine.
And the other. Inbound call, he’s been part of a mass breech so some retailer has lost his card info. However, he’s still open because the system has judged his chances of someone using his card as so low, there’s no reason to shut his card down until the new one gets out to him.
Asshole: I had a couple of voice mails telling me there’s suspicious activity on my card and I want to know what’s going on.
Terah: Yes, I understand. (Bank spiel, we watch your account, blah blah blah) Okay, I’m seeing that you were part of a massive compromise. We were alerted by Law Enforcement that a retailer you have used had a breech of security and your card information was lost as a result. We mailed a new card out to you on the second, so today (the 7th) would be the first day it could arrive, it will be there no later than the 10th.
Asshole: You don’t understand. What happened to my account?
Terah: Oh, it looks like your income tax refund came through, and it was such a large amount, coupled with the breech, scared the system and they decided to alert you, but you’re covered, sir.
Asshole: Okay, if this happened on the 2nd, why am I just now finding out?
Now, RHU, I only have a set amount of things I can respond to this with, please keep this in mind. I have a script, and I have to go over it.
Terah: Well, like I said, nothing suspicious happened between the 2nd until today, and the material we sent with your new card can explain it far better than I can, but your account isn't at high risk. I know it’s frustrating, but it’s how the bank operates I’m afraid.
Terah: …Your account has had no suspicious activity, and the system decided to leave your card open until the new one arrived, for your convenience. You’re covered, sir, we monitor your account to ensure no one tries to get your money.
Asshole: No. Your answer is wrong.
This was a twenty minute call by the time he asked for a manager and I got him transferred off.
I know it’s scary, but dude, I've told you everything they will let me say without telling you what a fucking asshole you’re being. PLEASE just take it at face value and go to the bank and talk to them!