A couple of months ago, I received a call from a branch office of a bank. Before a meeting in the area, earlier in the day, I had stopped by to use the branch’s ATM to transfer some money to a credit union. It appeared as though there was a problem with the instructions and the receiving credit union had refused to recognize the money transfer.
The credit union and the bank did not share the same on-line system, so in addition to the account number, the account name also had to be typed into the transfer instructions. The problem was that the limit was 40 characters, and the account name was over 40 characters.
So, I did what seemed logical to any human being (outside the banking industry). I truncated the name, but made sure that it was clear who the account name was.
I was told by the bank branch that if the name was longer than 40 characters, then I should of have typed in the first 40 characters from the left. (Though I do not remember such guidance on the on-line screen, when I was typing in 40 characters)
As if it was a script being read from a manual, I was told by the bank staff on the other end of the phone that I would have to come back to the branch office to re-write the instructions.
I said, “No, I cannot do that.”