and this is my script for tomorrow:
Saul: Can I help the next person at the line?
Jennifer Laws: I would like to make $300 deposit to my S/A
Saul: So that would be a deposit of $300 to your S/A, is there anything else I can do for you today Ms.Laws?
Jennifer: you can just call me Jennifer and I would like to get a printout of transaction for my chequing account.
Saul: absolutely
Jennifer: Why did you guys charged me on Nov 10th Tuesday for $25.00 on an overdraft fee?
Saul: Can you please give me a second so I can check what happened in that transaction?
Jennifer: sure go ahead
Saul: so Jennifer as on what I’m seeing in my screen it was actually your first time getting overdrawn and that you made the deposit on Friday late afternoon and made a withdrawal during that day am I right?
Jennifer: Yes, how come you guys charged me then?
Saul: what I’m suspecting is that you got overdrawn because the date on the computer was set during the next business day when the time you made the deposit which we always do to prepare ahead because brinks have to take them to the central processing.
Jennifer: is there anything I can do to prevent this problem in the future ahead?
Saul: You can certainly ask the CSR computer date whenever you’re doing the deposit and we have an overdraft protection plan which is $30 per month that you might want to consider, can you please give me a second so I can get a pamphlet of the overdraft plan and talk to my supervisor.
Jennifer: sure go ahead
Saul: since you’ve been a loyal customer of our bank and it’s your first time getting overdrawn I can actually reverse the S/C and please don’t forget on the things that we talked about today. Is there anything else I can do for you?
Jennifer: No that’s all and thanks you for your help
Saul: it’s my pleasure to help you and if you have any future problem please don’t hesitate to contact our 1-800 number and thank you for doing business with us.