kcm7 wrote:I'm wondering how much of that is lying and how much of that is employee confusion.
A friend of mine happens to be a (somewhat new) employee of Chase. I was nerding out with her the other day, and turns out she knew nothing about chip cards. At all. Also, she kept mixing up the Chase Freedom and CSP. I had to look up the terms on my phone to prove I was right. I imagine she's unintentionally misled a few customers, but not deliberately.
it's not confusion so much as she's just faking it till she makes it--or too proud/stubborn because clearly you looked it up and had to tell her otherwise
why didnt she just tell the customer, hey, I'm new and I just want to make
sure I get you the correct answer or, say you know, that's a great question,
give me one moment just to double check and make sure I get you the absolute correct answer
rather than be confused and pass on that confusion to the customer?!