Talled to someone listed as POA on her 96 year old dad’s account, asking to transfer $13K into her personal account. I explained we can’t assist POAs with that kind of request over the phone and she’d need to visit a branch. She completely lost it said I was making her life harder when she’s just trying to help her dad.

And honestly, I get it, it probably is stressful for her. But still, these rules exist for a reason. Some calls really put you in tough spots.

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Very important to always stick to the rules. I’ve rarely encountered somebody who I genuinely felt like was trying to pull one over on us, but still, rules are there for a reason. Because something bad had happened, and we don’t want it to happen again.

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Totally get that. rules are usually written in someone’s bad experience ink. Better safe than sorry!

That reaction would be a red flag for me. Most of our rules are in place not because we just enjoy rules, but to protect our clients. We deal with the same thing in the hotel industry, people trying to break our privacy laws to "help" other people when in reality, it's just a huge violation.

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Yep, makes sense! It’s wild how often people use “helping” as a way to sidestep rules. Gotta protect client privacy.

You did the right thing. You can't look at the news these days without seeing some story about old people being ripped off, so organizations need to have rigid rules about things like that. There is a good chance what she was trying to do was completely legit, but you just can't be too careful.

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Exactly! Even if it feels harmless in the moment, you never really know.

You handled that with way more patience than most would. It’s such a tricky line—understanding their stress while still holding firm on policy. Some calls really do make you feel like the villain for doing the right thing.

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It’s such a weird balance like, I totally get where they’re coming from but also I still gotta say no.

I used to work for a bank and some of the request we got from non-account holders were out of this world

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Haha right?!Bank life is a whole different universe 😂

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