Your Outrage Is Pending Verification
Caller: “I just tried to use my card and was told it wasn’t working! What the f*** is going on!? Do you know how embarrassing it is to have your card declined even though I know it has thousands in it?!”
I calm the caller down and go through the security questions with him.
Me: “Sir, before we continue, can I go through some recent transactions with you?”
Caller: “Whatever, just hurry up! I have things I need to buy!”
Me: “Okay, I see an attempted purchase for $341.88 in [Department Store] in Manhattan, New York.”
Caller: “Yes, yes, that was me! At least it would have been if you’d let it go through!”
Me: “Okay, thank you for confirming that was you. I also see an attempted purchase an hour before this one for $6,581.09 in Bangkok, Thailand. Was that also you?”
Caller: “…”
Me: “Sir?”
Caller: *Much calmer now.* “…No …that wasn’t me.”
Me: “I see… well, our system didn’t think it was you, either, so that transaction was denied, and your card has been frozen. You should have gotten a text about it from us a few minutes after it happened.
Pause.
Caller: “Yes… I see it now.”
Me: “A new card will be sent to you, and you should be getting an email from us that explains the best financial security practices, containing tips on how to keep your bank details secure.”
Caller: “I… see.”
Me: “Was there anything else, sir?”
Caller: “No… thank you.” *Click.*