I'll give you that. Working for bank customer service:
- Boomers / Gen X: Get ready to have an argument about overdraft fees (I know they're bullshit but I ain't the one bro, also I can see how much money you have so why don't you calm the fuck down or move to a different bank). The occasional old hippie bucks the trend.
- Millennials: Huge coin toss, either gonna start some shit or they're chill but you can tell it's only because they know you ain't the one
- Zoomers: So nice it makes you feel bad
Actually I don't work there anymore, and I'd like to use this post to talk about my last day
So this lady called up needing her bank statements. Here's the situation:
- Authenticated properly according to policy, this is definitely the customer and not anyone attempting fraud (or else someone has literally all of her information)
- She had a card stolen and had some fraudulent transactions which she disputed successfully
- The account is now closed
- She had a stroke and is trying to get into a nursing home. She can't even use one side of her body, while I'm giving her phone numbers of agencies that might be able to help, it takes a few minutes because she has to take the info down in her phone with one hand.
- Medicare requires her to prove what happened to her money to make sure she isn't just hiding it to get benefits
- Can't download statements online because account is closed
- Now out of state and can't visit or send anyone to the branch to get statement copies (which wouldn't go back far enough anyway)
- Fees for getting statements mailed are completely ridiculous (like $25 "research fee" and $10 per individual statement and she needs several), doesn't have the time/money for that
I'm literally looking at the statements in front of me, I can pull up PDF copies of all of them while she cries and begs on the phone with me for an hour. (Call time target is like four minutes.) There is no approved way to simply send them to her. Emails destined outside the network are blocked.
Check with a supervisor because I saw a thing that said we might be able to waive the fees. No go. Tell her so sorry, there's nothing we can do. Get off the phone with her.
Download all the statements, put them in a ZIP file. Use ancient hacker wisdom from 4chan to hide them inside a jpg and upload it to an image host that isn't blocked on the network. Save the link and her email address on my phone.
Go on break for half an hour then log out and go home. Extract and send the statements and start looking for a different job that doesn't turn you into a fucking vulture. Which fortunately I have the freedom to do at the moment, but fuck, I knew it was a mistake going back to a call center, especially for a place like that.