Customer Blaming Me
More so venting than anything.
Clients came in to do a wire on Friday morning. Put in all the info, amount of the wire, etc. After we put in all the info, we print out a document, have them review all the info to make sure it's correct for the to where it's going, coming from, all that jazz, before we officially hit the 6 buttons to send the wire out to be processed. They noticed I misspelled the name, okay, easy change. Go in, change the name, reprint the documents, they look over it. They say everything looks good, sign off on both, their copy and my copy, I then sign off on their copy and my copy, and send the wire through, boom, done.
They call back 4 hours later saying the opposite side didn't recieve the funds because the account number it's going into was wrong on the document and they realized that when they got a call from the other side they were sending the money to. Okay. Tell them I will try to see if I can rectify it for them ASAP since it's getting close to the cut off for any wire transcation things and closer to when the department closes. Takes me 15 mins to get through to my wire department, ask for help, they guide me on how to remedy the situation and I get a confirmation saying they have submitted the adjustment. Call the clients back, tell them "hey, submitted the correct account number, should be taken care of. I'm not confident if it will be there today, it might be Monday, if not, then the wire would bounce back, the funds would be rejected by the bank, and the money would be back into the account.
They call today saying the money still wasn't received and they're doing a closing on a home today. Told them similar, I'm not sure of the entire process for the correction, that's a different department but I was informed that it was completed for changing the account, there's not much I have the ability to do from my side. Wife is partially understanding that it's not my fault fully because she shouldn't have missed the 1 single digit that was off, and I explained that I understand and take partial blame for it too since I put in the incorrect number (I of course didn't mention it's just as much their fault as mine for not catching it but she understood that portion without me articulating that). The husband then asked the wife to hand the phone to him and called me incompetent and being rude. He asked to speak to my manager, told him I can provide you their info as they aren't working out of this location at the moment (don't have a manager at the moment so is my regional manager by default). Fast forward, let my RM know, pass their info to them and the situation after I reach out to my wire department again for status on it, get bombarded with calls from the clients and the agent their supposed to be closing the home with and just got annoyed because that was my whole afternoon and it put me behind all afternoon.
Am I saying it's not my fault? No, I will 100% take some blame for it for putting in the incorrect number. Is it ONLY my fault? FAR from it. They looked over it and confirmed it was all correct and signed off on it. This is just as much your fault, if not, more. Human error is human error and being insulted on the phone because of an error by the husband, who just sat there in my office when we did the wire who's just equally part of this entire thing, isn't going to remedy the situation. I know you're upset and probably pissed, but don't take it out on me.
TL;DR: Wire transfer, they checked and confirm info, signed off, called saying wrong info, I completed a request to fix info, got confirmation, they called back today, got insulted by husband, wife takes partial blame for not noticing incorrect info, I take partial blame myself for putting wrong digit, bombarded with calls from their real estate agent and them, got regional manger involved.