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I currently work as a contractor doing phone support for a mid-
size east coast bank. I find it scary that some of the people
who call us handle other peoples' money. Among all of the horror
stories I have of users calling in, this one takes the cake so
far:
We get a lot of phone calls from users coming back from vacation
or disability and they forget their passwords. On this day, I
got a phone call from an older woman saying she needed her LAN
password reset. The conversation went like this:
Me: "Hello [insert bank name here] help desk, this is me
speaking, can I have your employee number?
User: [gives employee number]
Me: And how can I help you today?
user: i need my password reset for [network client]
Me: OK, no problem, I just need to verify your information.
Could I have the first 5 of your SSN?
User: *5 keypad tones are heard*
me: Oh, I'm sorry ma'am, this is not a computer speaking. I need
you to verbally tell me these numbers.
User: Oh ok *enters her numbers into the phone again*
(At this point I had my head in my hands because it was obvious
this woman was oblivious to what I was telling her.)
Me: I'm sorry ma'am, but you need to SPEAK into the telephone
and verbally tell me the first 5 of your SSN.
User: Oh my goodness, I'm sorry *tells me her info*
Me: Ok, and your date of birth?
User: *keypad tones*
Me (thinking): AAAAARRRRRGHHHHHH!!!!!!!!
