Call Transcript - Banking (I)

Agent: Thank you for calling western washington credit union this is jeff who am i speaking with today

Customer: It wasn't. Good morning jeff this is sanjay

Agent: Sanjay good morning how can i hope you're well how can i help you

Customer: I'm calling to follow up on a disputed transaction i had initiated the process two weeks ago

Agent: Okay let me start by getting your account information can you tell me your full name as it appears on the account

Customer: Sure it is sanjay f a n j a y last name is singh it's spelled s i n g h

Agent: Got it and can i get the sixteen digit account number please

Customer: Yes it is one two three four five six seven eight nine zero one two three four five six

Agent: Okay i am able to verify your account information you mentioned you had an issue with a charge on the card

Customer: Yes i was at an atm on march twenty three and i was trying to take a hundred dollars out. The machine did not give me the money and then a couple of days later i see that the account has been charged that one hundred dollars. And i have already filled out a form with the information and i have proof that i did not receive the money so i'm just surprised why the account still showed that charge

Agent: I see our dispute resolution team is working on the issue and they should have it straightened out soon

Customer: Yes your team told me that last week to avoid all possible transactions till they have a solution

Agent: Can i please put you on hold for just a second

Customer: I guess

Agent: Okay i was able to confirm that they should be able to resolve this soon

Customer: Yes and that is what they told me last time i called i have my paycheck coming in tomorrow i have been waiting for the refund or for the charge to be removed and nothing has happened so far

Agent: I understand sanjay this should not affect the paycheck coming in you should see that arrive as usual

Customer: Yes but i cannot pay my bills once it comes in as per what your team told me last

Agent: Understood they're still looking at the transaction

Customer: Okay what can i do to hurry this up i've been a longtime customer and i just don't feel like i'm being treated fairly here

Agent: Is it possible for you to go to a branch and show the receipt that you got from the atm that showed you your atm transaction did not go through

Customer: Well it is thirty minutes to the nearest branch but at this point i do not want to drag this out any longer so i guess i will just go there during lunch today

Agent: I really apologize for the inconvenience but that's the fastest way to clear it up if you can't make it there today the team has told me they should have the issue resolved in the next few days

Customer: Okay this is not acceptable but right now i feel like i have no choice

Agent: I'm so sorry for the inconvenience is there anything else i can help you with

Customer: No that was it thank you so much

Agent: Okay have a nice day

Customer: Five