How is this for a story from a colleague about their customer service experience with ANZ Bank this week:

A customer wanted a $10 ozcall phone card on EFTPOS through Dial Time electronic terminal. The phone card part of the transaction failed and staff thought that was the end of it. Customer left the shop. Next person wanted a $20 phone card and guess what it charged $10 to the first customers EFTPOS. We can’t refund manually through terminal as not all the numbers of the card print out. We ring ANZ Bank and they can identify the transaction but won’t reverse it nor will they give us the remaining numbers for us to reverse the transaction manually (Privacy Act) However, they will charge us $21 to advise the customer to return to us for the refund. ANZ advise us not to do anything and see if customer picks it up.

No wonder retailers get frustrated dealing with banks.