  Recently,  I took an escalated call. nbsp;  Now,  this,  in itself,
 is not that amusing. nbsp;  Having someone scream at you is not fun,  especially if you're trying to calm the person down so you can help them. nbsp;  I have had to,
 on one occasion,  actually interrupt a customer ( huge no- no in the customer service field but what are you gonna do?  and say " I am trying to help you.
nbsp;  Please be quiet and listen to me. nbsp;  I do not want you to close your account. nbsp;  You are the victim of fraud and I want to help you get your money back.
nbsp;  Do you understand what I am trying to say? nbsp;  The customer stopped screaming and said ( and I quote)  "
Oh. nbsp;  I guess it's really not NABABNA's fault that I'm being ripped off,  huh? nbsp;  So,
 anyway,  the call I'm referring to was from a customer who was upset that his account was closed and he was referred to a collection agency. nbsp;  He seemed to believe this was NABABNA's error. nbsp;  Here is our conversation.
nbsp;  Remember,  when I use italics,  this is what I am thinking,  not saying to the customer. well,
 unless I've got the mute button on.  DM ( that's me! nbsp;  Thank you for holding,  sir.
nbsp;  My name is DM and I am a supervisor. nbsp;  The banker told me that you wanted to speak to me about the fact that your account was closed?  Raving Idiot ( RI for short)
nbsp;  Yes. nbsp;  I haven't used my account since February and apparently,  you were allowing Large Insurance Company ( LIC)
 to debit money from my account. nbsp;  This caused me to become overdrawn and then you reported me to a collection agency. nbsp;  This is wrong,  wrong,
 wrong and you are all evil pigs who must die. nbsp; nbsp; nbsp;  DM: nbsp;
 Okay. nbsp;  Let me make sure I understand this,  sir. nbsp;  LIC was withdrawing money from your account fraudulently?
 RI: nbsp;  No,  no! nbsp;  Where did you get that from?
nbsp;  I had set up payments with them and forgot to cancel the payment when I moved. nbsp;  God,  you're stupid.  DM:
nbsp;  I'm stupid? nbsp;  I'm stupid? nbsp;  Listen,
 you jackass.  & nbsp;  I'm sorry you feel that I am stupid,  sir. nbsp;
nbsp; I am just trying to understand& nbsp; the situation. nbsp;  Did you contact us when you received your statement to let us know that this had happened?
 RI: nbsp;  No. nbsp;  I never got a statement. nbsp;
 You people didn't send me one.  DM: nbsp;  I am& nbsp; only one person,
 sir. nbsp;  I am not plural.  & nbsp;  Oh,
 that's unfortunate. nbsp;  I'm not showing that we've received statements back from the Post Office. nbsp;  Let's& nbsp;
verify your address to make sure we're sending the statements to the right address. nbsp;  Would you please give me your address?  RI: nbsp;  I don't know what you have.
nbsp;  I've moved six times since February.  DM: nbsp;  Well,  you're obviously a stable and trustworthy person.
nbsp;  Hey,  I think I've dated you.  & nbsp;  Ah.
nbsp;  Did you update your address with us,  sir?  RI: nbsp;  No!
nbsp;  Why would I do that? nbsp;  I wasn't using the account! nbsp;  And quit changing the subject!
nbsp;  Why did you let LIC take money out of my account?  DM: nbsp;  Well,  sir,
 you set up automatic payments with them. nbsp;  In order to stop the payments from coming out of the account,  we would ask you to contact LIC.  RI: nbsp;
 Stop blaming LIC! nbsp;  I've already talked to them! nbsp;  I want you to open this account back up so they can give me the money back. nbsp;
 God,  why don't you listen?  DM: nbsp;  Oh,  I don't know.
nbsp;  Maybe because you're a babbling idiot? nbsp;  Please forgive me,  sir,  I'm just trying to find out what you want by asking questions.
nbsp; nbsp; I should have realized you wanted to open the account. nbsp;  By using my psychic powers . nbsp;
nbsp;  I apologize but unfortunately,  I would be unable to assist you& nbsp; with your request. nbsp;
 If you would be willing to visit a branch,  they would be able to determine if they will be able to reopen the account.  RI: nbsp;  I'm not going to the branch. nbsp;
 I've already wasted all& nbsp; the time I'm going to spend with you people. nbsp;  I can't open up a new account with Bank of Bank because of you people screwing up my account. nbsp;
 Get my name removed from that collection agency so I can open up a new account.  DM: nbsp;  I do apologize,  sir,  but I am unable to do what you request.
nbsp;  If you would visit a branch.  RI: nbsp;  I'm not talking to you anymore. nbsp;
 You're never going to get your money back because you won't do this. nbsp;  You're a stupid ( word that rhymes with witch but yet,  oddly,  starts with a B)
nbsp;  Customer disconnects. nbsp;  I spend a few minutes laughing at him because well,  he's an idiot. nbsp;
 He's already been reported to the collection agency and,  by law,  he will not be able to open up a new account at any bank until after& nbsp; his name from& nbsp;
said collection agency for at least a year. unless,  of course,  he goes to a credit union& nbsp; and they don't check the list.
 Let's review,  shall we? nbsp;  What did the customer do wrong? nbsp;  He did not change his address with his bank.
 He did not cancel his payments with LIC.  He did not think " Hey,  maybe I should close this account if I'm not going to be using it anymore instead of& nbsp; blithely frolicking through life without a care or single responsible thought in my brain and just assuming that everything will be okay.
 The very same day,  I receive a call from a banker who asks me to look at an account with him. nbsp;  The banker,  let's call him Kyle,  says to me that he is speaking to a customer who thought he closed his account in February.
nbsp;  I say " Is his name Raving Idiot,  by any chance?  Kyle: nbsp;
 No,  it's Idiot Beyond- Reason. nbsp;  Why?  DM:
nbsp;  Um,  no reason. nbsp;  Do you have his account number?  Kyle:
nbsp;  Yes. nbsp;  Here it is. nbsp;  (
I pull up the account. nbsp;  As you can see,  there is quite a lot of activity on this account,  for something that he apparently hasn't been using. nbsp;
 I asked him about the purchases and ATM withdrawals and he says that he cut up his card in February. nbsp;  So he wants to dispute all of the activity on this account since February.  DM: nbsp;  But,
 but there are payroll deposits into this account. nbsp;  Doesn't he know that he's not getting his money?  Kyle: nbsp;  Well,
 that's the thing. nbsp;  If you look at these deposits,  you'll see that these deposits are not in Mr.  Beyond- Reason's name.
nbsp;  They are actually in the name of& nbsp; Ima Random- Woman.  DM:
nbsp;  Okay,  I'm completely confused. nbsp;  Who is that?  Kyle:
nbsp;  I asked him that and he first told me he didn't know. nbsp;  DM: nbsp;  This account has been receiving these deposits since last October.
nbsp;  Kyle: nbsp;  I know. nbsp;  I asked him about that.
nbsp;  He then said that this might be the name of his ex- girlfriend but he doesn't really remember what her name is.  DM: nbsp;  Wait.
nbsp;  He& nbsp; doesn't remember the name of his girlfriend from what? nbsp;  Six months ago?
nbsp;  ( Kyle and I pause in reflection. okay,  you caught me. nbsp;
 We paused to laugh hysterically.  Kyle: nbsp;  Yeah,  that's what he said. nbsp;
 He then admitted he doesn't really know if he cut up the card or not.  DM: nbsp;  Since this is a sole owner account,  did it ever occur to him to call us and oh,  I don't know,
 close his account?  Kyle: nbsp;  Apparently not.  DM: nbsp;
 Okay. nbsp;  Here's what you do. nbsp;  Explain to him that to dispute all of the purchases and ATM withdrawals,  you also need to dispute all of the deposits as well.
nbsp;  Get a phone number for him and then ask your manager if you can file this claim off of the phone. nbsp;  This one's going to take awhile.  Kyle: nbsp;
 That's what I figured. nbsp;  Thanks,  DM.  DM: nbsp;
 Have fun. nbsp;  I later ran into Kyle and he told me that the customer continued to insist that he was not the one using this account and everything should be disputed. nbsp;  Kyle filed all of the claims and then tried to call the customer back to give him the reference numbers. nbsp;
 The phone number,  mysteriously,  did not work. nbsp;  So,  probably what happened?
nbsp;  Mr.  Idiot Beyond- Reason probably just broke up with Ms.  Random- Woman and is ticked off at her.
nbsp;  So he's going to pay her back by getting all of her deposits returned. nbsp;  Not thinking about the fact that,  hey,  the account is in his name and he's responsible for it!
nbsp;  Moral of my story: nbsp;  Please,  please,  please.
if you move,  change& nbsp; your address with your bank. nbsp;  Don't just assume everything's going to be okay.
nbsp;  Do you want to go through life knowing that I'm secretly laughing at you?
