Are call centre workers stupid or just this one?

[mcflurry]

My Mastercard has been compromised overnight. Got a sms message with the spend so called up Citibank who advised they will investigate, freeze and then refund the card once found to be fraudulent, as well as provide a new one. So far so good.

Then called up the retailer to stop the transaction and was met with an idiot call centre worker. Told her if she sends the goods her company will probably lose the goods and/or the money. She said, "it's gone through so we will send them"
The address won't match up, and Mastercard will take it back from the business. Stupid idiot just cost her company £1750 because she won't use her initiative!

[Conian]

computer says nooooooo

[Noel]

She's a button pusher who probably doesn't care about her job. I mate of mine who works for a bank was transfered to manage one of these teams and had a terrible time with staff who just don't give a rats ars3 about promotion, sickness records etc.