Devoted to the call center industry, the agents on the phones, and their managers

This is from JT:

I started in a call center of a large multi-state bank 3 weeks after 9/11 (when banks and most businesses were VERY on edge about any threats). A couple weeks after training I got the following call...

Me: Thank you for calling [bank] this is JT, how may I help you?

It: Yes, I want to speak with the bank President? [yeah, that's gonna happen]

Me: Sir, what is it that you are calling about today, hopefully I can assist you or at least transfer you to the right department?

It: I want to talk to the #$*#& president and I want to @*#& talk to him now!!

Now that the mood is set...

Apparently he was a bit upset because a bank branch had refused to cash an out-of state personal check that was over 6 months old, more than $1000, written on another bank and he didn't have enough in his own account to cover it. [go figure, i simply can't imagine why we didn't just cash it without hesitation].

When I refused to transfer him to the president, and attempted to explain check cashing requirements, he then threatened my life and the bank presidents life. The caller lived in the same city as our HQ (and my call center) and informed me he was going to the main branch to "work it out". [Just happens the executive offices are over the main branch, thus he'd be in the same building as the bank president he just threatened.]

He then advised me that the local branch was full of useless idiots and this was my warning he was just gonna "blow it up". [ direct quote ladies and gentlemen. less than 3 months after 9/11 the man is threatening to bomb a bank ] He then hung up after a few choice words.

Fortunately when he called in he used the automated system, so I had all his info, and caller ID showed his home number. I contacted my supervisor and she had a security coordinator at my desk in under 5 minutes.

Within 10 more minutes, police were at the local branch, the corporate branch, and the callers residence. Simultaneously security turned off his atm/debit card, placed a hold on the account, and system locked it with a note that all inquiries had to go through the security department.

Rumor had it he was charged with terroristic threatening, but I dunno. No one from corporate mentioned it to me again, so I assume they had it recorded on monitoring.

[ sidenote, my very first call EVER on the phone by myself, a guy asked for directions to a branch, i asked his name so I could address him properly, and he cussed me out ]