- Oct 9, 1999
- 21,017
- 147
- 106
Most times when I'm told "it's company policy" I can at least understand their position even if I disagree. Yesterday's experience... not so much.
Found a Visa gift card in my desk that I remember partially using in January, and figured I better use it up before fees start kicking in. I call the number on the back to find out the remaining balance. I am asked to enter the 16-digit number on the front of the card, which I do twice and each time told I mis-entered it. The computer sends me to an live offshore CSR.
The CSR asks me for a different 19-digit number on the back of the card and then asks how she can help me. I only want to know the remaining balance. CSR asks what the original amount of the gift card was. I say I'm not sure, it's not printed on the card anywhere, it just says "Visa gift card".
The CSR says she cannot (i.e. will not) tell me the remaining balance unless I can tell her what the original gift card amount was. I question this. CSR is apologetic but firm.
I said "OK, then I'm going to guess $50". The CSR says, "That is correct, the remaining balance is $38.49."
If I had stolen or found the card, I could have simply called back multiple times with different guesses ($25, $50, $100, $200, $500) until I guessed right. Or I could simply try to spend the card and when the merchant runs the card, it will reveal the remaining balance.
Anyone have a guess as to why they require the initial gift card balance just to tell you how much is left? I'd really like to understand what the reasoning is.
Found a Visa gift card in my desk that I remember partially using in January, and figured I better use it up before fees start kicking in. I call the number on the back to find out the remaining balance. I am asked to enter the 16-digit number on the front of the card, which I do twice and each time told I mis-entered it. The computer sends me to an live offshore CSR.
The CSR asks me for a different 19-digit number on the back of the card and then asks how she can help me. I only want to know the remaining balance. CSR asks what the original amount of the gift card was. I say I'm not sure, it's not printed on the card anywhere, it just says "Visa gift card".
The CSR says she cannot (i.e. will not) tell me the remaining balance unless I can tell her what the original gift card amount was. I question this. CSR is apologetic but firm.
I said "OK, then I'm going to guess $50". The CSR says, "That is correct, the remaining balance is $38.49."
If I had stolen or found the card, I could have simply called back multiple times with different guesses ($25, $50, $100, $200, $500) until I guessed right. Or I could simply try to spend the card and when the merchant runs the card, it will reveal the remaining balance.
Anyone have a guess as to why they require the initial gift card balance just to tell you how much is left? I'd really like to understand what the reasoning is.