I'm still furious and frustrated, RHU.
My first call of the day, 5:15 pm, dude calls in. There's a big note of 'Check Fraud' on the account level, so I get hold of Check Fraud services about it, because I really REALLY don't want to service this account with that note.
Associate 1 – She politely implies that I'm an idiot for calling and tells me to basically suck it up and service the account.
So, I service the account, and there's fraud EVERYWHERE. But I can't send him a new card, my TM has gotten out of her meeting and tells me to call BACK to Check Fraud services. Okay, I call back.
Associate 2 – She's nicer to me and explains why they can't take it, but she'll get me transferred to where I should go. Cool! Awesome!
And now that direct transfer is asking for security information I don't have! It's the number for the fucking customer to call. I decide 'FUCK IT!' I'm calling Customer Service! They route people all the time, all I want at this point, a half hour into this ordeal, is a direction to go in. So I get on the line with Customer Service.
Associate 3 – Asks for my name, and I tell her "This is Terah with [Bank] Debit Card Fraud services," and give her my verification info.
"Okay, Tracy? May I have your manager's name? ...okay, and may I have the phone number for your department?"
Uhhh, hell if I know, I don't have the internal number, because I don't need it for anything, all I need is the external number to provide to customers. I give her that. And my name is Terah.
I am FURIOUS at this point, it's been nearly 40 minutes of this SHIT and I tell my TM about it. She tells me to get BACK with customer service, get the right number, and if they tell me anything other than it at this point, to ask for [something], it's their immediate supervisors, because this is bullshit. I am CRYING at this point, this is liquid rage pouring from my eyes.
Associate 4 – I tell him "My name is Terah. I am from DEBIT FRAUD SERVICES, please do NOT put me in queue for DEBIT FRAUD SERVICES. Do you want my verification info?"
He gets it, I explain what happened with Associate 3 whose name I do not remember or care to remember at this point, all I would like is to be told which department I need to go to, I have been on this one call, my ONLY CALL at this point, for going on 50 minutes. He queues me up for the Business line, because it's a business account.
Associate 5 – I am actively trying to not cry as I explain to him what is going on, what has happened, that he is the fifth associate I have spoken to because everyone is giving me the 'Freaking Runaround' and no one wants to do their 'Stupid Jobs' and at least TELL ME where to send this man.
He says I'm with BIG BUSINESS, and I need SMALL BUSINESS and before I can punch my monitor in pure hatred and rage, he says 'Please just stay with me one moment!'
Associate 6 – 5 brings 6 on the line with me and has explained what has happened. I like that, he didn't just kick me into queue, he TOOK THE TIME to make SURE I got with the right place and it would be taken care of, so I was very happy at this point. 6 explains to me I should have called her department right away and not serviced the account, but the number was NOT provided in the notations, and I would bring the customer on the line... and he HUNG UP. ONE HOUR INTO THIS FUCKING CALL HE HANGS UP, and I didn't blame him. I've finished the account, I can't discuss anything else because it's not my department, I would have hung up much sooner in that situation. Even with my checking in every 5 minutes. Again, don't blame him ONE BIT.
So, after an HOUR of being kicked around I get to the right place and there's nothing I can do. I notated to not assist and send him to the number I was provided, and made sure to put 'Card Holder hung up after one hour of runaround. Send immediately to [number],' and logged off my phone and went outside to scream.
How was YOUR day?