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“Cancel”: Karen’s Outburst Gets Her Credit Card Shut Down In Seconds
A few days ago, former banking customer support employee and Reddit user Realistic_Sorbet2826 recounted a particularly memorable phone conversation she had with one of the clients.
In a post on r/MaliciousCompliance, the woman recalled the interaction with an irate lady who, after failing to provide a necessary information update for her account, demanded “never to be called again.”
Unable to get another word in, the Redditor agreed. But little did the lady know, her hostile behavior would immediately backfire.
RELATED:
Call center employees have to have nerves of steel
Image credits: asierromero / freepik (not the actual photo)
And this story is the perfect example of why
Image credits: Antoni Shkraba / pexels (not the actual photo)
Image credits: Realistic_Sorbet2826
Poor customer behavior doesn’t automatically mean they’re a bad person
Image credits: freepik (not the actual photo)
Such outbursts are often driven by legitimate underlying forces.
Generally, people are pretty inflexible. But Reena B Patel, a San Diego-based psychologist and behavior analyst, says routines getting altered can unnerve us and spike agitation.
“When things are slightly off, or don’t happen the way we expect, it causes natural anxiety,” she explains.
A long line at the coffee shop, for example, might have a domino effect, threatening the rest of the day.
It may seem like no big deal, “and people may not realize that’s what they’re stressed about,” says Patel. “But internally, that’s what’s happening. You walk into a restaurant for breakfast thinking you’ll get seated in 15 minutes and instead, you’re waiting 45; now, your whole routine is shifting, and the stress is building up.”
This, according to Patel, creates a powder keg that doesn’t need much to blow – as pressure accumulates, some minor inconvenience can prove the final straw.
While we don’t have all the details, the fact that the woman answered her phone while she was out in public, likely preoccupied or rushing, may have intensified her frustration.
However, when you’re contacted by someone who is managing your financials, it’s probably best to pay attention.
Tom Blok from the online customer service management portal complain.biz says the idea in these difficult situations “is to shift the customer’s mindset from simply expressing dissatisfaction to thinking constructively about what they want as an outcome.”
“By thinking about a solution, customers often realize the practicality or impracticality of their demands, which leads to more realistic and achievable resolutions.”
But this woman didn’t even allow the author of the post to finish her sentence.
In part, service workers also become targets for people’s pent-up bitterness because they often do not have a lot of power.
Therefore, people can feel superior to them, and it’s much easier to punch down. “Even though we shouldn’t look at one occupation being higher in terms of a hierarchy than another, you naturally can fall into that trap and assume that [they’re beneath you],” says Patel.
This definitely contributes to the fact that 47 percent of call center employees plan to leave their job within 18 months.
Many of those who came across the story found the situation to be questionable
Ultimately, it received all sorts of reactions
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What do you think ?
Alexandra 2 months ago
Are you insane? Don't you know that you should NEVER EVER give any kind of ID number to ANYONE for ANY reason over the phone? I don't even care about Karen anymore. If my bank did this, or any other bank for that matter, they would get a visit from their governing body and be told that what they are doing is illegal, opens up their clients to scams and that they can expect hefty fines.
Ebony 2 months ago
Remember, OP said this happened about 12 years ago. They were a lot more relaxed with these kinds of things back then. Policies has since changed...hopefully. Either way, Karen was an absolute dank for talking to OP like that. She got what she deserved on that part.
Load More Replies...
Deborah B 2 months ago
Even ten years ago, even 20 years ago, giving sensitive information out to someone who calls you "from your bank" was known to be a bad idea. People also hung up on telemarketers then too. Yes, this account makes the customer sound rude, but the bank was being incredibly unreasonable making only two calls, not leaving messages, and not sending written notification. I suspect this is made up, because in practice, the bank would send out letters to everyone affected, telling them how to provide the info or convert to a personal card.
Carney 2 months ago
I call bogus on this entire story. Any legitimate bank/credit card company will NEVER demand that you respond with your SS# or other identifier without first providing the means to check on the legitimacy of the request. This, "has to be RIGHT NOW!" business is just not believable. Every few months I get email and even voice mail demanding that I immediately supply my personal information. I've even had a few threatening type requests "you will be arrested..." BS calls. Some claim to be my bank - which is odd since I've never heard of the bank they claim to represent. Yeah..total BS.
Apatheist Account2 2 months ago
I don't believe this story - it's a ridiculously limited way to get sensitive information, with the penalty of closing the account. Can't be true. That said: I recently called a mental health helpline. They said they'd call back a maximum of twice, some time in the next 72 hours. Both times they rang off before we had a chance to answer - hardly ideal for someone in a mental health crisis.
Alexandra Hall 2 months ago
This sounds like a made-up story. Who gives out ANY info when contacted by a random person claiming they need it for your bank or credit card company? I call shenanigans.
Kare Deter 2 months ago
I am pretty sure a change like that would warrant a mass mailing to all affected clients LONG before a phone call would be necessary. Yes it was a dozen-ish years ago, but banks don't typically contact their customers by phone except for extreme circumstances - this wasn't that. I have a hard time believing the back story on this.
JP 2 months ago
Abput 20 yrs ago, our CC company called the day before Christmas. Asked me if I had charged $XX at grocery store - yes, I did. $XX at department store - yes, I did. $350 at jewelry store. I laughed and said I didn't, but here's my husband, he might have, and passed the phone over. His voice was so utterly defeated when he said yes, I did, I just had to laugh harder. Poor guy. BTW, it was a beautiful necklace I still wear.
tori Ohno 2 months ago
I can't believe that she wrote this letter, all proud of herself for cancelling the woman's card, when in reality I would have hung up on her. This was the worst customer service from a bank I've ever heard of. How about sending letters to your clients instead you jerks.
Bat cat in a hat 2 months ago
I've hang up on banks and my credit card more than once, but at least I was a bit more polite "Sorry, it's not a good time, I'll call back", then call the bank with a number I got myself, from a different phone. In all cases turns out it was indeed the bank, and they completely understood (it's their own advice after all). If they were to cancel the account because I didn't give info there and then, good because that's a terrible bank which does not care about the customers' security!
Susy Hammond 2 months ago
As a senior I've been told that you should NEVER reveal your personal identification (Social Security number, mother's maiden name, etc.) over the telephone.
Scott Rackley 2 months ago
My bank will text and say to call them. I'm not giving up any info on a cold call. I would hang up, get the number from the website and call back.
TribbleThinking 2 months ago (edited)
I Iike the way the OP answers the question "Why are you calling me?" with "I didn't", and still doesn't understand that they're actually lying!
Seán Hannan 1 month ago
Plot twist: OP was unwittingly working for a scammer, collecting data for a massive identity theft scam.
Nikki Angulo 1 month ago (edited)
What if it had been someone calling from the bank because they were concerned that her card had been stolen and was being used suspiciously? I had my card stolen once, I wasn’t home when the company called me, (didn’t used call forwarding either) but if I had been called on my cell phone from my CC company, I certainly would have at least listened to what they had to say, not just screamed at them. This person didn’t even listen long enough to find out why they were calling. Now, I wouldn’t have provided the info they wanted either once listening to why they were calling, I would have said, I’ll call the bank back myself right now, but that’s not the point of this story.
Chris Riccardino 1 month ago
-->>This is also referred to as a “federal tax identification number” or “federal employer identification number.” EINs identify business entities, like Social Security numbers for businesses. EINs for publicly traded companies and nonprofits are public information. This is likely why/how the bank could call. Its public info.
Damien McDallydally 2 months ago
Sounds like a bank not worth being a customer at. I hope they were one of the ones that failed.. NEVER GIVE PERSONAL INFO ON THE PHONE!! Even if you are 100 % sure they are actually the bank. Always make them send it in writing. You have no way of knowing if the person on the other end is loyal to the bank or just someone hired for a specific task. For all you know, they might have taken the job as a means to gather personal info. Thing is.. You just don't know. By asking for it in writing, even if the info gets copied, you have written proof that you followed a direct order from your bank, and if something happens, THEY are responsible.. So again.. NEVER GIVE OUT PERSONAL INFORMATION ON THE PHONE!!!
Georgina Lenna 2 months ago
even 20 years ago such a scruffy procedure would 1. make me refuse to answer 2. change bank ASAP
Red Skye 2 months ago
I very rarely answer calls from unknown numbers, I screen calls by letting unknown numbers go to voice mail, its amazing how many are asian gibberish, or weird noises, or silence on the voice mail Only got one call from my bank, so suspicious, I hung up on them waited an hour and checked my online banking details, total garbage of course. Anyway, never give important personal details over the phone. If it's NOT important enough to leave a voice mail, then YOU are probably a scammer.
Reta Murphy 2 months ago
Sounds like Wells Fargo. They are always f*****g up and being called out for it.
General Anaesthesia 2 months ago
Forwarded call, "background noise like she was out in public", meaning mobile phone to me so definitely not 80s or 90s. "A dozen years ago" suggests that, too. No legal banking requirement is ever implemented in two days, so I call BS on this story.
Load More Replies... 
Roberta Surprenant 2 months ago
Comments seem to miss the detail that card would have been switched to personal if she didn't want to give info over phone. Karen couldn't bother to listen that long.
Daya Meyer 2 months ago
My understanding is that nobody is supporting Karen. Nearly everyone is criticizing the bad bank behaviour. And they are right, giving away sensitive data just because of a phone call that could be scam is insane.
Load More Replies...
Alexandra 2 months ago
Are you insane? Don't you know that you should NEVER EVER give any kind of ID number to ANYONE for ANY reason over the phone? I don't even care about Karen anymore. If my bank did this, or any other bank for that matter, they would get a visit from their governing body and be told that what they are doing is illegal, opens up their clients to scams and that they can expect hefty fines.
Ebony 2 months ago
Remember, OP said this happened about 12 years ago. They were a lot more relaxed with these kinds of things back then. Policies has since changed...hopefully. Either way, Karen was an absolute dank for talking to OP like that. She got what she deserved on that part.
Load More Replies... Deborah B 2 months ago
Even ten years ago, even 20 years ago, giving sensitive information out to someone who calls you "from your bank" was known to be a bad idea. People also hung up on telemarketers then too. Yes, this account makes the customer sound rude, but the bank was being incredibly unreasonable making only two calls, not leaving messages, and not sending written notification. I suspect this is made up, because in practice, the bank would send out letters to everyone affected, telling them how to provide the info or convert to a personal card.
Carney 2 months ago
I call bogus on this entire story. Any legitimate bank/credit card company will NEVER demand that you respond with your SS# or other identifier without first providing the means to check on the legitimacy of the request. This, "has to be RIGHT NOW!" business is just not believable. Every few months I get email and even voice mail demanding that I immediately supply my personal information. I've even had a few threatening type requests "you will be arrested..." BS calls. Some claim to be my bank - which is odd since I've never heard of the bank they claim to represent. Yeah..total BS.
Apatheist Account2 2 months ago
I don't believe this story - it's a ridiculously limited way to get sensitive information, with the penalty of closing the account. Can't be true. That said: I recently called a mental health helpline. They said they'd call back a maximum of twice, some time in the next 72 hours. Both times they rang off before we had a chance to answer - hardly ideal for someone in a mental health crisis.
Alexandra Hall 2 months ago
This sounds like a made-up story. Who gives out ANY info when contacted by a random person claiming they need it for your bank or credit card company? I call shenanigans.
Kare Deter 2 months ago
I am pretty sure a change like that would warrant a mass mailing to all affected clients LONG before a phone call would be necessary. Yes it was a dozen-ish years ago, but banks don't typically contact their customers by phone except for extreme circumstances - this wasn't that. I have a hard time believing the back story on this.
JP 2 months ago
Abput 20 yrs ago, our CC company called the day before Christmas. Asked me if I had charged $XX at grocery store - yes, I did. $XX at department store - yes, I did. $350 at jewelry store. I laughed and said I didn't, but here's my husband, he might have, and passed the phone over. His voice was so utterly defeated when he said yes, I did, I just had to laugh harder. Poor guy. BTW, it was a beautiful necklace I still wear.
tori Ohno 2 months ago
I can't believe that she wrote this letter, all proud of herself for cancelling the woman's card, when in reality I would have hung up on her. This was the worst customer service from a bank I've ever heard of. How about sending letters to your clients instead you jerks.
Bat cat in a hat 2 months ago
I've hang up on banks and my credit card more than once, but at least I was a bit more polite "Sorry, it's not a good time, I'll call back", then call the bank with a number I got myself, from a different phone. In all cases turns out it was indeed the bank, and they completely understood (it's their own advice after all). If they were to cancel the account because I didn't give info there and then, good because that's a terrible bank which does not care about the customers' security!
Susy Hammond 2 months ago
As a senior I've been told that you should NEVER reveal your personal identification (Social Security number, mother's maiden name, etc.) over the telephone.
Scott Rackley 2 months ago
My bank will text and say to call them. I'm not giving up any info on a cold call. I would hang up, get the number from the website and call back.
TribbleThinking 2 months ago (edited)
I Iike the way the OP answers the question "Why are you calling me?" with "I didn't", and still doesn't understand that they're actually lying!
Seán Hannan 1 month ago
Plot twist: OP was unwittingly working for a scammer, collecting data for a massive identity theft scam.
Nikki Angulo 1 month ago (edited)
What if it had been someone calling from the bank because they were concerned that her card had been stolen and was being used suspiciously? I had my card stolen once, I wasn’t home when the company called me, (didn’t used call forwarding either) but if I had been called on my cell phone from my CC company, I certainly would have at least listened to what they had to say, not just screamed at them. This person didn’t even listen long enough to find out why they were calling. Now, I wouldn’t have provided the info they wanted either once listening to why they were calling, I would have said, I’ll call the bank back myself right now, but that’s not the point of this story.
Chris Riccardino 1 month ago
-->>This is also referred to as a “federal tax identification number” or “federal employer identification number.” EINs identify business entities, like Social Security numbers for businesses. EINs for publicly traded companies and nonprofits are public information. This is likely why/how the bank could call. Its public info.
Damien McDallydally 2 months ago
Sounds like a bank not worth being a customer at. I hope they were one of the ones that failed.. NEVER GIVE PERSONAL INFO ON THE PHONE!! Even if you are 100 % sure they are actually the bank. Always make them send it in writing. You have no way of knowing if the person on the other end is loyal to the bank or just someone hired for a specific task. For all you know, they might have taken the job as a means to gather personal info. Thing is.. You just don't know. By asking for it in writing, even if the info gets copied, you have written proof that you followed a direct order from your bank, and if something happens, THEY are responsible.. So again.. NEVER GIVE OUT PERSONAL INFORMATION ON THE PHONE!!!
Georgina Lenna 2 months ago
even 20 years ago such a scruffy procedure would 1. make me refuse to answer 2. change bank ASAP
Red Skye 2 months ago
I very rarely answer calls from unknown numbers, I screen calls by letting unknown numbers go to voice mail, its amazing how many are asian gibberish, or weird noises, or silence on the voice mail Only got one call from my bank, so suspicious, I hung up on them waited an hour and checked my online banking details, total garbage of course. Anyway, never give important personal details over the phone. If it's NOT important enough to leave a voice mail, then YOU are probably a scammer.
Reta Murphy 2 months ago
Sounds like Wells Fargo. They are always f*****g up and being called out for it.
General Anaesthesia 2 months ago
Forwarded call, "background noise like she was out in public", meaning mobile phone to me so definitely not 80s or 90s. "A dozen years ago" suggests that, too. No legal banking requirement is ever implemented in two days, so I call BS on this story.
Load More Replies... Roberta Surprenant 2 months ago
Comments seem to miss the detail that card would have been switched to personal if she didn't want to give info over phone. Karen couldn't bother to listen that long.
Daya Meyer 2 months ago
My understanding is that nobody is supporting Karen. Nearly everyone is criticizing the bad bank behaviour. And they are right, giving away sensitive data just because of a phone call that could be scam is insane.
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