Banking over the phone

Stupid bank. My Visa debit card expired today. I’d expected a new one to arrive in the mail, but no sign of it. So I phoned the bank…

Navigated a maze of numbered options, and when none of the options matched my problem I picked the closest thing. When I finally got a human, he told me I had reached the wrong department and transferred me…

I got a guy whose voice was horribly distorted so I had to ask him to repeat every second thing he said. (It turned out later when my wife was talking to him to lodge a complaint, that he was in the Philippines. His English was fine, but the international phone line was dreadful.)

I told him I hadn’t received a replacement Visa card. He asked me to have my six-digit personal banking ID number ready and he would switch to a system so I could key it in. “Six digit ID number? Do I have one of those? Let me check my big list of ID stuff…” I checked but couldn’t find any number like that associated with my bank account. The guy then said I had two options: go into a branch, or he would ask me a series of security questions. I figured if I fail the security questions I can go into a branch anyway, so said go ahead.

He asked my full name, Visa card number, card expiry date, my birthdate, my address, the year we opened the account, the branch the account was opened at, the approximate current balance in the account, and details of a recent transaction. I answered all of these questions, including the exact amount, date, ATM location, and reported balance on our last ATM withdrawal, which was just yesterday. The guy then said sorry, the system had locked me out of accessing my account.

I had kind of expected this, since I’ve had similar experiences dealing with this bank before, so I just said I’d go into a branch. <sigh>

Leave a Reply