A Customer Service Agent Trying Their Best With A Wacky Process

A few weeks ago I was doing some personal online banking and found myself using my bank's chat feature. This is where you have a back-and-forth "conversation" with a Customer Service Agent in the browser window instead of actually speaking over the phone. On reflection I wonder how a live phone conversation might have been different from what we typed to each other. What do you think? You are currently number 2 in the queue. Thank you for your patience. An advisor will be with you shortly. You are currently number 1 in the queue. You are now connected with an adviser. Priyanka: Hi, you're chatting with Priyanka. May I take your name please? DAVID: David Ratcliffe Priyanka: Hi David, how may I help you today? DAVID: I have been trying to make a payment to an individual and I get to the step where it says I need a card reader ... DAVID: ... the system seems to think I don't have a card reader, but I do have one. I picked it up in the branch. DAVID: It has not been set up yet though. DAVID: When I try to set it up I am told I don't have one yet and I need to order it. Priyanka: Please be informed that you will need the card reader in order to make online payments. DAVID: I have the card reader right here. Priyanka: I understand that you have received a card reader from the branch and you can definitely use it, however, to activate the card reader feature on your online banking, you need to order a card reader from your own online banking. Priyanka: You will be able to use the card reader that you have after two working days of ordering one from your online banking. Priyanka: May I help you with the steps to order? DAVID: Really? So even though I got one in the branch some time ago I can't start using it now? Priyanka: I am sorry you need to order the card reader from your online banking. DAVID: I am confused. Why do I need to order a card reader when I already have one?? Priyanka: As the card reader that you have is received from branch, you will not be able to use this for making online payments. DAVID: But that's what I discussed with the person in the branch. She told me to take a card reader so I can make my online payments. what will this card reader do for me if I can't make online payments? Priyanka: I can understand your concern. I sincerely apologise for the inconvenience caused to you. Once you order the card reader online you will be able to use this card reader also after two working days. DAVID: So I "order" a card reader online. But I don't actually get a new card reader. Instead after 2 working days I can start using the card reader I already have. Is that it? Priyanka: Once you order the card reader online. It should be with you within 15 days. However, you can use the card that you have after two working days of ordering the card reader online. DAVID: So I end up with 2 card readers??? Priyanka: Yes. DAVID: OK - I'm speechless! Priyanka: As it is mandatory to order one card reader online from your own online banking id. Priyanka: I can understand your concern. I sincerely apologise for the inconvenience caused to you. DAVID: I guess I just have to wait then. DAVID: Thank you. Priyanka: You are most welcome. Priyanka: Thanks for your understanding in this matter. Priyanka: Thanks for chatting with me. Have a great day ahead. Priyanka: Bye and Take Care. DAVID: Well, to be honest I don't understand. It seems like such a silly process. But I understand it's not your fault. DAVID: Thank you, good-bye.

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