r/MaliciousCompliance | Close ALL of Your Accounts? Sure Thing! | #128

hey everybody rob from karma comment chameleon coming at you with a couple of malicious compliance stories first one I can find the email address on the website okay if you say so let's jump right in wait did you know that 92 percent of people who watch my videos aren't even subscribed to the channel I asked you to subscribe and we are doing a giveaway at 50,000 subscribers back to our story this is without a doubt the best outcome possible from a bit of malicious compliance I could have achieved I was only aiming to support my wife's good deed but this paid me great dividends this is a bit detailed as it covers a long span of backstory with a very rapid response once the malicious compliance was engaged in the backstory I had a shoulder injury for over a decade when it occurred I had an MRI and was told the cartilage was fractured and tendon torn whilst health care is free in my part of the world the lack of income well I would be healing prevented me from doing anything until 2017 when I figured I had a well-paying job and plenty of sick leave available so I started the ball rolling on getting it fixed I was initially put through physio to try and fix the problem or at least strengthen the shoulder I completed the physio and as expected the shoulder was still an issue albeit stronger now forward to the start of 2018 and I had an MRI I was told I'd hear from them in a few weeks to have a review six months later after extensive nagging from my wife I finally called the hospital to see what was happening nothing like being told that the case had been closed after a few firm but polite words my case was returned to the waiting list wife was happy I was content to be back on the list although rather confused that I'd been removed so I waited and waited and waited the set up my wife is a loving woman and I'm damn lucky to have her after her nagging for me to chase it up falling on deaf ears although this is also because my work hours make me unable to contact the hospital during their office hours this tremendous woman decided to sort it out for me and find out what was happening example am I still on the waiting list after all it was now almost 18 months since EMR I had been taken my wife contacted the hospital and after being transferred a few times was connected to the right department unfortunately she got stuck with an absolute Karen the first response from Karen after hearing from my wife was to tell her she's not authorized to discuss the case with her I've made it very clear in the past that my wife is authorized to act on my behalf I could only assume later that this may have been due to the reactivation of my status via phone my wife tried convincing her that she didn't require any details all she wanted was for Karen to confirm I was still on the waiting list Karen however wouldn't give up so easily and continued to block my wife's request could Karen call me to inform me of my status No blocked could Karen email me what as you could imagine my wife was getting a little frustrated by now finally Karen did something useful since she wasn't going to contact me I could contact her my wife reminded her that calling during office hours wasn't possible Karen countered stating that's okay he can email us thanks Karen what's the email address there isn't any on our paperwork that's okay it's on the website I have a paper and a pen could you tell me the email address it's on the website you'll find it there whereabouts on the website you'll find it on the website I understand you're telling me it's on the website what I'm asking is where on the website is it what should I be looking for I told you it's on the website at this point my wife was frustrated and tired from trying to jump through Karen's hoops she thanked Karen for her time and finished the call frustrated my wife contacted the local Member of Parliament for advice on how to resolve the situation during my evening Drive I was listening to my frustrated annoyed wife she recalled me with pointless call to the hospital and then her markedly better call with the local MP Member of Parliament I felt anger and annoyance my wife had tried doing something lovely and had caught poor treatment from the hospital my wife told me when I got home that she was going to write an email to the Minister of Health as that was the MPs recommendation after a moment's thought I told my wife no the malicious compliance I arrived home and told my wife that I was thankful for her time and effort but it was alright I would take care of the situation now and I'm sorry that she'd had such a hard time that day I opened my laptop and downloaded a program this program is designed for marketing it will scour through a website and pull any contact details email address name title contact numbers etc and compile them for people to then cold-call employees of a company I typed up an email detailing my case history being dropped off and returned to the waiting list my concerns about the validity of an 18-month old MRI for surgeons and the supportive albeit sustained advice from Karen I identified her Department and name dropped her a few times in the email returning to my email spider program I found a healthy 768 email addresses after some thoughtful reflection I removed any email address that didn't belong to the hospital leaving me with a still rather healthy 300 plus email addresses copy/paste into the to field then to continue to up my game I see seed in the Department for the Minister of Health the Minister of Health shadow Department for the Minister of Health shadow Minister of Health and then the local MP I returned to my email and thank the MP for their assistance emphasizing how thankful I am as we are in the middle of an election it's amazing how helpful politicians are around election time I reread the email one more time to make sure I had captured everything I had wanted hmm it needed just one more item to highlight the importance of the email I would like to thank Karen from support liaison for the limited support she was able to offer my wife despite her not being apparently authorised I would also like to thank Karen for her clearly perfunctory instructions that the email address I needed to contact was on the hospital website albeit with no additional information as to the location of the email address I had to do some searching having followed Karen's instructions I have found this email on the hospital website admittedly it is only one of the 319 at hospital email addresses I found I've presumed one of the remaining 768 email addresses not belonging to at hospice is not the one I'm after although I'll listen no response from this email as an indication perhaps it is or perhaps I should be trying the other Hospital subdomains and associated websites if for some reason Karen's instructions have resulted in this being inadvertently sent to the wrong email address please afford this to the correct department or Karen from support liaison I'm sure with her cursory instructions she'll be able to direct this appropriately with that little extra added I smiled and hit Send as an amusing a site I found over 3,000 email addresses when I included the subdomains I should point out that the hospital is a large group of hospitals covering a large region the outcome week one the following day I returned to work in my lunch break I did my usual catch up on emails except I noticed I had a few calls to 911 missed call 9 18 missed call 925 email 1 0 P thanks for your feedback and I just wanted to update you and let you know that I have spoken to your spouse and given her the following information at this point I have logged your complaint and sent it to the head of unit 4 ortho and referral management for investigation and response I can confirm that you are on the orthopaedic waitlist and have been since 27 for 18 I have put a comment on our database under her details as emergency contact that states all information about appointments can be given to mrs. Opie as per direct permission from mr. Opie I will follow up and escalate the complaint about lack of support given to your spouse by the patient relations coordinator she spoke to I will keep your spouse and you updated on the outcome of the orthopaedic appointment as soon as I am advised I have a couple of questions I just need to ask you in relation to your concerns raised do you wish to have any response or outcome from hospital about this complaint relayed to the office of honorable local MP may I please have your permission to put your email address on our database please feel free to contact me if you wish to discuss anything further regards not Karen 11:23 missed call an appointment had been booked 116 email to appointment details I received an additional 38 automated email responses and another five responses from various individuals and departments wishing to contact me I responded to the email from the knot Karen and stated that I did not believe the details needed to be relayed to the MP at this point in time week two I attended my orthopedic appointment the expected two to three hour waiting room experience was a brief thirty minutes to see the surgeon as expected surgery was the outcome I make my way to the desk to provide my details to be put on the surgical wait list the nurse behind the counter makes a quip about it being a priority that's strange I'm not an urgent need for this I've lived with it for the last decade I get told I should have some details sent out to me in the next week or so detailing my priority week three I receive a call about my availability standard sort of stuff can I attend same day if they have a late cancellation I need a few days at least to ensure transition for my work on the Friday I received some paperwork detailing that I am a priority two and should expect the surgery to occur sometime in the next nine months week four Monday morning nine twenty missed calls nine thirty message from my wife call me I call her during my lunch break as she answers the phone I asked her so when is my surgery week five Thursday morning I get stabbed jabbed and arthroscope kept in for observations and then released today on Friday only to come home and submit my first reddit post typing this one handed has been a challenge my wife received a call checking up on things and to inform her that karen has undertaken a review of procedure and if my wife would like a formal apology from Karen whilst my wife was frustrated by her actions an apology wasn't needed knowing she had been updated on how to handle things so others wouldn't face a similar situation was enough for us both not to mention my exceedingly short turnaround for surgery this is a great story but it has me wondering if Opie hadn't included the local politicians on that email and it just went out to a bunch of people at the hospital do you think he still would have been bumped up on the list just as easily as he was I think the politicians had a little bit to do with the expedition of the process Opie also edited the post with this at the end as an amusing concerning side note the most interesting response I got from this was the sexual assault and family violence counseling service it took them two days before they responded sure my email had nothing to do with that but if it had a two day delay is a bit sad on to our next story close all of your accounts sure thing let's jump right in hey everyone long-time lurker first-time poster this malicious compliance comes from my time working at a bank in their contact center I'd literally have hundreds of stories about that place and its customers but today I'd like to share a story that has always brought a smile to many a suffering customer service coworkers face about the time we got one back for the good guys back story I was employed as a customer service officer I'd been with the bank for about eighteen months at this point mostly working afternoon shifts but recently the bank had moved to a 24-hour customer service model so while most of the bank would be closed head office complaints credit etc we were still open cast me night manager customer head of customer relations and retentions let me set the scene 10 p.m. midweek fluorescent lights flickered overhead the call bored empty and I'm literally counting the seconds left in my shift ready to go home phone call pops onto my screen I think I always get a call just before I finish me mustering my best customer service voice hi thanks for calling Bank you're speaking with Opie how can I help you I hear nothing but dead air so I start to repeat myself by your speaking with when I hear the tone of voice and words every contact center worker has heard at some point it just lets you know you're in for a great call not yes I'm here God what takes you people so long to answer what are you doing as noted before there was no calls on the board this customer didn't wait in queue he would have dialed gone through to the IVR to enter his customer number and PIN before him being put through to me max 60 seconds trying not to provoke any further and get this customer off the phone as quickly as I can so I can go home oh I'm sorry about that our system doesn't show a queue but I'm sorry that you had to wait what can I do for you this evening customer seems to settle down and starts explaining that the reason for the call was the interest charges on the most recent credit card bill he was sure they were a mistake because I always pay my bills on time and I don't like paying you bloodsuckers any more than I have to charming I know so I place him on hold to look at his account I started looking at the payment history when payments were due and received what the balances were etc then I quickly looked at the customers interaction notes this is where the bank records any contact with the customer as well as any fee waivers special interest rates etc and I see an interesting series of notes from colleagues of mine stating things like customer advised interest was charged due to full payment not received by due date customer threatened to close all accounts with bank manager approved interest waiver notes like this went on for months until there was a note from the head of customer relations and retentions stating if customer threatens to close accounts to seek waiver of fees interest or other charges please process immediately no retention authorized I was a bit shocked because usually the bank would do a lot to keep existing customers like they told us in training it's cheaper to keep a customer than it is to gain a new one so I call over my night manager to read the notes and give him a heads up I've got a feeling the customer is going to be demanding another interest waiver my cool night manager said well if he does do what the note says total hold time maybe two minutes I take the customer off hold and thank him for waiting about time my time is very valuable you know so have you fixed it yet I start explaining that the interest charges are valid because he didn't pay off his balance before the due date he goes ballistic he starts calling me every conceivable name onto the son ed mid-sentence stops he plays it like he's just had an idea fine if the interest charges are valid I'm gonna close my accounts I want to my accounts with you now at this point I'm excited about putting him in his place but I also want to cover my ass so I say so just to be certain you are instructing me to close all of your accounts with us including your credit card savings account and transactional account are you stupid that's what I said ladies and gentlemen we got him grinning my ass off okay no problems I'll just place you on hold to do that for you I hit the hold button fast just as I heard him say no I with my night manager's help we close his accounts his savings account was a term deposit so by breaking the term early he had to pay an early access fee of 10% of the balance we used the money in his transactional account to cover the outstanding balance in his credit card including the interest and sent a request for a check to be issued for the remaining money I took the customer off hold again thank you for your patience as requested your accounts are now closed was there anything else I can help you with tonight if I thought the customer went ballistic before oh boy there was talk of suing the bank suing me suing my night manager suing head of customer relations and retentions that we were guilty of discrimination that I didn't have the authority to do what I did he's going to call the police were thieves some other ways of telling me how useless I am and how I can kill myself you get the picture still smiling because I know I nor anyone else at my bank will have to deal with this pass hole again sir I understand you're upset however on a recorded phone call you instructed me to close your accounts I've complied with your wishes as there is nothing else for us to speak about tonight thank you for calling Bank have a good night and hung up on him before he could say another word my night manager created an incident report and sent it to a head of customer relations and retentions with an attached copy of the call recording I later found out head of customer relations and retention sent the customer a letter telling him he was banned from our bank for life due to the vile and disgusting way he had spoken to me we would never do business with him ever and if he called or visited a branch we would be the ones calling the police do you want to know what the total interest charges were that started all this $30.00 his term deposit had $20,000 in it he cost himself $2,000 in early exit fees because he thought he could bully his way out of $30.00 in interest after doing eight years of call center worked myself I have so many different stories I could tell you about customers very similar to the one in this story however one thing we always look forward to in the call center was being able to go against the rules a little bit like Opie did in this situation and get that customer out of our hair it is a wonderful feeling I want to thank the Opie's for both of these stories for giving me permission to narrate them and you can visit them at the links in the description below please go there and give them an upvote on reddit itself once again this is rob from karma comic chameleon I want to thank you for watching if you enjoyed the video I ask you to consider subscribing dropping a like and sharing it with your friends we'll see you in the next one you

Channel: Karma Comment Chameleon

Views: 93,771

Rating: 4.7848225 out of 5

Keywords: karma, comment, chameleon, karma comment chameleon, reddit, funny, funny reddit, reddit funny, top posts, reddit top post, best of reddit, comedy, comment awards, r/, rslash, r/maliciouscompliance, malicious compliance, malicious, compliance, maliciouscompliance, vectortoons

Id: z3WqQayK_8w

Length: 19min 0sec (1140 seconds)

Published: Thu Jun 20 2019