I had a similar experience from HSBC. They called me about a potential fraudulent claim. They asked for my DOB, card number, sort code, you know, to verify "that I am who I say"... all the stuff they SHOULDN'T ask, and stupidly I gave it all up.
To be fair, I did because my card had been rejected literally 30 seconds before while trying to make a purchase. But it was only after the phone call ended that I realised what I had done. I phoned them back on a number listed on their website, asked them to confirm that I had indeed spoken with HSBC fraud detection, and they confirmed. I then lambasted them for asking me all the questions they tell their customers never to answer.
They're just training their customers to give out information, and even alert customers like myself can sometimes have a moment of panic and comply.
I hope your admonitions to the call center drone who picked up your call were emotionally satisfying to you, because that's as far as they went. If you want to influence company policy on something like that your best bet is a highly visible social media conversation. The poor call center drone who was the subject of your wrath literally just sighed and stared at the wall for a second after your call then opened up the line to the next person who was going to yell at them.
>I hope your admonitions to the call center drone who picked up your call were emotionally satisfying to you, because that's as far as they went.
I've supported a call center. We had specific escalation routes where problems could be sent to higher levels. The most obvious is the "I want to talk to your manager" escalation, but the agents, managers, and QC agents could push buttons that flagged additional review.
My advice for getting attention: don't be rude (EVERYONE is rude, this won't get any one's attention), be CLEAR about the problem AND solution, evoke emotion in the listener (remember, the listener is a QC person who reviews the call days later)
Try something like: I'm on vacation and my daughter was REALLY looking to see a musical. Do you have kids? Mine LOVE Beauty and the Beast - she has her backpack and t shirt, she is adorable. Every time we try to buy a ticket, it gets rejected. I think I forgot to notify you that I'm traveling. I'm so sorry - it just slipped my mind!
In fairness HSBC calls from known numbers (granted, you may not recognise it the first time, but you can look it up then save it) and publishes numbers where you can call them [1]
This doesn't help when it's so common to spoof caller-id. The telco industry has blown any trust we can put in this information.
[I just learned that the FCC is considering not allowing calls made outside the US to be spoofed as numbers originating inside the US. I thought that was the whole point behind STIR/SHAKEN, silly me].
To be fair, I did because my card had been rejected literally 30 seconds before while trying to make a purchase. But it was only after the phone call ended that I realised what I had done. I phoned them back on a number listed on their website, asked them to confirm that I had indeed spoken with HSBC fraud detection, and they confirmed. I then lambasted them for asking me all the questions they tell their customers never to answer.
They're just training their customers to give out information, and even alert customers like myself can sometimes have a moment of panic and comply.