"Thank you for calling The Bank, my name is Mike. How can I help you?" It's the middle of my work week and a half hour until my lunch break. My stomach is grumbling and I'm feeling a bit restless. Nevertheless, I keep my voice professional because I never know who may be listening in and auditing my calls.
"Uh... hullo?" the caller responds, his voice slurring and slightly raspy. "Is this the bank?"
"Yes, Sir, this is The Bank," I said patiently. "How can I help you?"
"I... uh... need to... um... check... uh... my balance," he mumbled. He sounded like he was trying to talk around a tube sock in his mouth. He also sounded drunk.
"Alright, I'd be glad to give you your balance information this afternoon. Can I have your account number, please?"
A long pause. No response.
"Hello, Sir?" I asked, thinking maybe he had hung up or maybe succumbed to the alcohol that was likely coursing through his system.
"What?" he replied angrily.
"Can I have your account number?"
Another pause, but shorter this time. "Why?"
Now is was my turn to hesitate. "So I can check your balance for you," I said.
"My balance? Huh?... Oh, yuh. My balance." I could hear the rustle of paper near the phone. "Nine seven... seventy-four three... three-nine-oh-fourteen-six."
(As an aside, this isn't the oddest way I've heard someone read back their account number. I've had people sing their account number, or spit it out like a rap song, and mumble it around an exhausting-sounding yawn.)
I enter in the number and hit Enter, but nothing comes up.
"I'm sorry, Sir, but that number isn't bringing any valid account up. Let me make sure I've got the right number: Nine seven seven four three three nine zero one four six?" I clearly and slowly pronounce each digit, somehow managing to keep my tone even and polite despite my rapidly depleting supply of patience
"No, that's not what I said," he slurred. "I said nine ninety-seven four oh three six nine."
Great. Not only is this an entirely different number, but it's three digits too short, I thought to myself. "Okay, that number didn't work either. We can look up your account by your social security number, if you'd like."
"No!" he refused loudly. "I don't know who the fuck you are. You called me, how do I know you are who you say you are?"
Drunk and paranoid. Awesome.
"I'm sorry, Sir, but you called me. I promise you that I do work for The Bank. Sharing your social security number with me is completely safe and secure."
"No, no, no, no. Nuh-uh," he repeated. "I'll give you my account number again. Ya'ready?"
If by "ready" you mean am I ready for this call to be over, then absolutely yes.
"Go for it."
"Nine seven seven... seven... seven. Eight forty-six oh two."
No dice. "I'm sorry, Sir, but that number still isn't working. You've given me three different numbers so far, and all of them haven't brought up any valid account. Maybe we can look up your account by your debit card number?"
"My what?"
"Your debit card number."
"Why would I give that to you?"
"So I can check your balance for you," I said. Annoyance was seeping into my voice now, and my vision was turning red. I made strangling gestures at my computer monitor.
A pause again.
"Do you know how to do your job?" he sneered.
I sat back in my chair as if slapped. "Yes, Sir, I know how to do my job."
"Then why don't you just fuckin' do it, then? I'm giving you my account number, why aren't you giving me my balance?" he wanted to know, and loudly. I scrambled for the volume control and turned it down a few notches.
"I'm trying to, but you're not giving me any valid account number. Like I've suggested, let's try pulling up your account through your social-"
"No!" he roared.
"- Or your debit card-"
"NO! I'm not giving you my fucking social. I'm not giving you my fucking debit card. My account number is Nine. One. Seven. Seven. Four. Seven. Three. Nine." Another trademark pause. "Did you get it that time?"
"I heard what you said, yes, but that number is again different from any other number you've given me, and it's still not working."
"Get me your supervisor," he said with calm rage.
"Sir-"
"Don't 'Sir' me! Just get your fucking supervisor on the line!"
"Okay, Sir. One moment." I gladly put him on hold and dialed the number for the Supervisor Queue. Thirty seconds into the hold I saw him disconnect the line. Good riddance. I pulled off my headset and massaged the back of my neck, and breathed deeply.
I know it's all part of the job and I've had some calls that have been much, much worse, but for dealing with people like that and not going insane with annoyance? I should get a reward or something.
Happy Monday, folks.