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OMG, I feel this with 100% of my SOUL!!! I actually was called into a meeting because a person who had been banking with the company for X amount of years was “offended” that I asked for his ID and Mary at his local branch doesn’t ask him. I worked in virtual banking.
Had to explain to him that not only was I in another state and had NO IDEA who Mary was, but it’s company POLICY to ask for ID when making a withdrawal and seriously asked my supervisor WHY WAS THIS EVEN A MEETING TO BEGIN WITH?
Their answer: “Because he didn’t like that I wasn’t listening to him when he told me he’s never had to before.” I told them that maybe they should be having this meeting with MARY since SHE doesn’t follow policy, not me!
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That was exactly it! And I asked them are they expecting not follow policy to avoid “offending” a long time customer? And if so, to what extent?