- 10 hours ago
My Life Is On The Line [Full Movie] [Free Online HD]Full EP - Full
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00:00:12Welcome to Southwest Credit Union.
00:00:14Your security is our number one priority, so this call may be monitored for your safety.
00:00:18Please enter your 10-digit account number to get started.
00:00:23Please hold, and an agent will be with you shortly.
00:00:25Hello.
00:00:26Your business is important to us.
00:00:29Please stay on the line, and one of our assumptions will be with you shortly.
00:00:34You guys know my business, right?
00:00:37Your business is important to us.
00:00:38Please stay on the line, and we can't just get you on the line.
00:00:41Your security is our number one priority, so this call may be monitored for your safety.
00:00:45Please enter your 10-digit account number to get started.
00:00:50You should be more careful.
00:00:52You never know who you're talking to.
00:01:00And at lunch, he always makes me trade my candy with him.
00:01:03If I say no, he's going to make my life worse.
00:01:06Well, you don't have to give away your food if you don't want to.
00:01:09He's so mean to me.
00:01:10He gives me these homemade granola bars that taste awful, Mom.
00:01:14I hate him.
00:01:15Honey, Dylan, I can't talk like that, okay?
00:01:19Just tell your teacher it's not okay, silly.
00:01:20Then they'll make fun of me for being a snitch.
00:01:23And that's even worse.
00:01:25You're not a snitch.
00:01:26You're a strong, handsome boy, and you can just tell him you don't want to share.
00:01:31And that's it.
00:01:32I'll try my best.
00:01:33Thanks, Mom.
00:01:34Come on, we gotta go wrap it up.
00:01:35Dad, I want to keep talking to Mom.
00:01:37Shannon, are you good to pick up at four?
00:01:39What?
00:01:39No, uh, wait.
00:01:42We said Tuesday was your day, and I have to work.
00:01:45Does Shan, like I don't have to work?
00:01:48It's just that we talked about this.
00:01:51I can't just leave whenever I want.
00:01:53Shannon, the mediator said you need to be more present, but that's fine.
00:01:56I'll let her know you can't make it.
00:01:58Again.
00:01:59I'll make it work.
00:02:00God.
00:02:01Thanks for not making a big deal out of this, Shan.
00:02:03All right, Chief, let's go.
00:02:04You ready?
00:02:05Tell Mom I said bye.
00:02:06Bye, Mom.
00:02:07Have a good day at work.
00:02:07Hey, maybe I could...
00:02:24Have a good day at work.
00:02:56Welcome to Southwest Credit Union.
00:02:58Your security is our number one priority, so this call may be monitored for your safety.
00:03:02This branch is temporarily operating at reduced hours.
00:03:05Southwest, thank you for your patience.
00:03:14Your business is important to us.
00:03:16Please stay on the line, and one of our associates will be with you.
00:03:19Hello, Southwest Credit.
00:03:20This is Shannon.
00:03:21Can I have your name, please?
00:03:22I've got a big deal.
00:03:23I've got one mouth.
00:03:24Only one of them.
00:03:25Hello?
00:03:25Hello?
00:03:26No, no, man.
00:03:27No, I only want one of those things.
00:03:29I'm sorry.
00:03:29I can't...
00:03:30Yeah, just one.
00:03:31Yeah, babe.
00:03:31Okay, Josh.
00:03:32You ring it up, man.
00:03:33Hello?
00:03:33Yes, this is Southwest.
00:03:35Oh, yeah.
00:03:36Sorry.
00:03:37God, no.
00:03:37This dude.
00:03:38That's all right.
00:03:39Can I have your...
00:03:41Yeah.
00:03:42Yeah, I'm sorry.
00:03:43What?
00:03:44Your name, please?
00:03:46Uh, Richard Bennett.
00:03:48All right, thanks, man.
00:03:48Right.
00:03:48Hi, Richard.
00:03:49How can I help you today?
00:03:51I was trying to...
00:03:52You know, I was trying to book a flight online, but it won't let me.
00:03:55Okay.
00:03:56Let me see what I can do.
00:03:58I just need to verify the account.
00:04:00Do you have the phone password?
00:04:02What?
00:04:03The...
00:04:03There's a passphrase, or we can try...
00:04:06Oh, damn.
00:04:07Um...
00:04:08Um...
00:04:089-1-1-4, I think.
00:04:11The 20-year anniversary is my turn to plan something.
00:04:15That's something, isn't it?
00:04:17Okay.
00:04:17Looks like I can enroll you in the perks program right now, free of charge.
00:04:22Oh, yeah.
00:04:22I mean, I guess.
00:04:23Yes, free.
00:04:24Yeah, whatever you gotta do, okay?
00:04:26And, sir, if you don't mind, there's a short survey after we finish.
00:04:30It's not even two minutes.
00:04:32Oh, yeah, yeah, yeah.
00:04:33I get it.
00:04:33No problem.
00:04:34Thanks.
00:04:35That means a lot for us.
00:04:36Okay.
00:04:37Uh, you are all set.
00:04:40Really?
00:04:41Hey, that was easy.
00:04:43Yeah.
00:04:43We try to make it that way.
00:04:44I used my perks for Playa del Carmen.
00:04:46That was before kids ago.
00:04:48So, where are you, uh...
00:04:49What the hell are you doing, man?
00:04:50Come on.
00:04:51I'm moving it.
00:04:52I said, I'm...
00:04:52You see me walking toward it right now.
00:04:59Oh, no.
00:05:01Sure, I'll hold it.
00:05:04Oh, this day is just not starting off very well.
00:05:08You should use your breath.
00:05:13Breathe.
00:05:14I can hear you.
00:05:16You're holding your breath.
00:05:18Am I?
00:05:19Yeah, I can hear.
00:05:21Do you breathe with your belly?
00:05:24Short breaths are defensive.
00:05:26Affirmative communication comes from...
00:05:32Personal power coaching.
00:05:34Right.
00:05:36Like karate?
00:05:40My nephew does karate.
00:05:42It's all about breathing, right?
00:05:44I don't know.
00:05:45I don't teach karate.
00:05:49I've, uh, been browsing through the staff directories, and I gotta say, you two seem like the most interesting
00:05:55people here.
00:05:56And the only people here.
00:05:58I guess it's good they put us together.
00:06:01The three amigos.
00:06:03Hello, Southwest Credit.
00:06:04This is Shannon.
00:06:04How are you doing today, Mrs. Miller?
00:06:06Where's this town guy sitting?
00:06:08You're at his desk.
00:06:10He didn't make his surveys.
00:06:15Anything else I can do for you?
00:06:24Come on, let's break.
00:06:26I, I gotta get a few more in.
00:06:28Sorry.
00:06:29Are you okay?
00:06:32Yeah, I'm not, I'm good.
00:06:34Yeah.
00:06:35I'm just here providing a solid and reliable presence in Dylan's life.
00:06:40And you are.
00:06:41I can attest to that.
00:06:42Bring me into that court.
00:06:44I dress up real fancy.
00:06:47Please don't say that.
00:06:50I'm very sorry.
00:06:52I'm so sorry.
00:06:54Nope, yep, I will correct that right away.
00:06:56Hello, Southwest Credit.
00:06:57This is Shannon.
00:06:58How are you doing today, Mrs. Howard?
00:06:59It's miss, not missus.
00:07:01Oh, I'm sorry.
00:07:02We can't update that.
00:07:03What time do you close?
00:07:055 p.m. on weekdays.
00:07:065 p.m.?
00:07:07Yes, is there anything else I can do?
00:07:09Oh, good.
00:07:10I can still make it.
00:07:12I'm sorry.
00:07:14What was your passphrase again?
00:07:16I haven't seen you.
00:07:17Oh, oh, right, right, right.
00:07:18Sorry.
00:07:20I haven't.
00:07:21It's on my list.
00:07:23Sorry, can you say that again?
00:07:24It's just my, my, uh, my headset's getting a little funky.
00:07:34Good morning, Amelia.
00:07:35Good morning.
00:07:36Shannon, we're going to get those survey numbers up.
00:07:38Yes?
00:07:39Great.
00:07:40Good morning, Dave.
00:07:41Let's have a great first day.
00:07:42We'll do, boss.
00:07:44I mean, yes or no.
00:07:45Southwest Credit.
00:07:46Good sister, okay?
00:07:56Okay, can I get your passphrase?
00:07:59Hello, Southwest Credit.
00:08:00This is Shannon.
00:08:01How may I help you?
00:08:02Yeah, I got to talk to somebody about the silver draft that you got here.
00:08:06Okay.
00:08:07Hello?
00:08:07All right, I see it now.
00:08:10Is somebody there?
00:08:12Hello?
00:08:12Oh, yeah, sorry.
00:08:14Um, hi, uh, Southwest Credit.
00:08:16This is Shannon.
00:08:17How can I help you?
00:08:18Yep.
00:08:18You said that part already.
00:08:20I'm sorry if I'm troubling you with my phone call today.
00:08:23If we can't count on you to show up, what do you expect a mediator to do?
00:08:27I told you, it's not easy.
00:08:28I need to get approval from my boss.
00:08:30Why would you ask for mediation if you're not even going to show up?
00:08:33It wasn't my idea.
00:08:34It's just, I'm trying to find balance and I just wish you would understand that.
00:08:39I'm just saying, Shan, if you don't get it together, things might not turn out the way
00:08:43you want them to.
00:08:44What is that supposed to mean?
00:08:45You don't get everything by default.
00:08:47He's my son, too.
00:08:48Hey, can't talk right now.
00:08:49We can talk about this later.
00:08:50I gotta go.
00:08:50Did you get my memo?
00:08:54Survey's on track?
00:08:55Yeah.
00:08:55Hi.
00:08:56How are you?
00:08:57Our CSAT numbers are grim this month.
00:09:00They want us to do twice as much for Captain SAF.
00:09:03I think it's more about the state of the world and less about us, but that's what they look
00:09:08at.
00:09:09Right.
00:09:10Surveys.
00:09:11It's complicated.
00:09:14You hit your number, I hit mine, and maybe we won't have to let someone else go.
00:09:21Couldn't be simpler than that.
00:09:24I understand that.
00:09:25I'm working on it.
00:09:36Hello, Southwest Credit.
00:09:37This is Shannon.
00:09:38May I have your name, please?
00:09:40Are you guys hiring?
00:09:41Excuse me?
00:09:42I lost my job.
00:09:43I'm out of work, and I drive by there every day, and I thought maybe I called.
00:09:46I'll transfer you to the appropriate department.
00:09:48You can leave a message.
00:09:49Oh, thank you, Graham.
00:09:50Sorry, I'm going to help him with that.
00:09:52Oh, sure.
00:09:54No problem.
00:09:55Oh.
00:09:56Did you pass code?
00:09:57And if you wouldn't mind, there's a survey at the end of the call.
00:10:00Survey?
00:10:01Yes.
00:10:01Sure.
00:10:01Have a great day.
00:10:02Really appreciate that.
00:10:03Okay.
00:10:04Okay.
00:10:04You have a great rest of your day, too, Mrs. Gomez.
00:10:07Bye-bye.
00:10:07Okay.
00:10:10It is my first day.
00:10:11Happy to...
00:10:11Happy to...
00:10:13Great.
00:10:16I...
00:10:16Yeah.
00:10:20Hello, Southwest Credit.
00:10:21Can I have your name, please?
00:10:24Nicholas.
00:10:25Hi, Nicholas.
00:10:26My name is Shannon.
00:10:26How can I help you?
00:10:28Look, we're in trouble.
00:10:29My wife, she's had an accident.
00:10:31I don't know what to do.
00:10:32It's her account.
00:10:33Oh, I'm so sorry to hear that, sir.
00:10:35Okay.
00:10:36Can I get your wife's name, please?
00:10:38Maggie Haywood.
00:10:39H-A-Y-W-O-O-D.
00:10:42And we're...
00:10:43I'm outside the hospital.
00:10:45I don't know what she needs.
00:10:46The insurance.
00:10:47I called them.
00:10:48Oh, no, no, no.
00:10:49Take your time.
00:10:50That's okay.
00:10:50They'll cover it fully, at least.
00:10:52They need some sort of collateral.
00:10:54I'm sure you hear this all the time.
00:10:56But it's just...
00:10:57When it happens to you...
00:10:59That sounds really difficult.
00:11:01I'll help as fast as I can.
00:11:02I don't know if this is what I'm supposed to do,
00:11:04but you've always been good to us in the past.
00:11:07Okay.
00:11:07You are listed as a contact.
00:11:08I just need the passphrase.
00:11:11Passphrase?
00:11:12Password on the account.
00:11:15Sir?
00:11:18Sir?
00:11:21Sorry.
00:11:21I'm just trying to think everything that's going on.
00:11:24Okay.
00:11:25No problem.
00:11:25I totally understand.
00:11:27I mean, if it was a joint account,
00:11:28you'd both be able to...
00:11:30Maybe it's 10-15.
00:11:32That's...
00:11:37I'm sorry.
00:11:38Not that one.
00:11:41I don't know.
00:11:42Okay.
00:11:43Let's try something else.
00:11:45Can I have your address?
00:11:4733.
00:11:48Liquid Lane.
00:11:50Included.
00:11:51Okay.
00:11:52Her date of birth?
00:11:53June 14, 1982.
00:11:57Okay.
00:11:57Childhood pet?
00:12:02I think Lucy, maybe?
00:12:05It's okay.
00:12:08That's good.
00:12:10I think...
00:12:12I gotta go back in.
00:12:16Hello?
00:12:17Yeah, no, I'm sorry.
00:12:18It's asking me for the passphrase again.
00:12:21Could you ask her, maybe?
00:12:27She can't.
00:12:28It's bad, Shannon.
00:12:31Let me speak with someone.
00:12:32If we get disconnected, just ask for me, Shannon.
00:12:36Okay, just Shannon?
00:12:38Shannon Cooper.
00:12:39You can dial my direct extension, which is 8585.
00:12:44God, her daughter's freaking out right now.
00:12:48Yeah, kids are tough.
00:12:51Do you have kids?
00:12:53I do.
00:12:55A boy.
00:12:56He's gonna be 10 this month.
00:12:58That's...
00:12:59That's wonderful.
00:13:00What a great age.
00:13:02Thanks.
00:13:02Yeah, he's special.
00:13:03Hey.
00:13:04Hey, what's going on?
00:13:05You're moving her?
00:13:06Where?
00:13:07Where?
00:13:08What's going on?
00:13:10I'm still on the phone.
00:13:11Wait.
00:13:12Wait.
00:13:16Wait.
00:13:29How may I help you?
00:13:42Excuse me.
00:13:45I just need you to...
00:13:57So for that, you will have to come into...
00:14:07Hello, Southwest Credit.
00:14:08This is Shannon.
00:14:09How may I help you?
00:14:10Uh, yes.
00:14:10Hello.
00:14:11I ordered some checks at your branch.
00:14:14I actually came in and ordered them in person, which was probably my first mistake.
00:14:19And they came in the mail just the other day, and they're the wrong checks.
00:14:23These checks, look, they're an island, but they look like a toilet.
00:14:27Sir, I'm sorry.
00:14:28If you ordered from the branch, I'll just have to speak with them directly.
00:14:30I'm supposed to go back to these people.
00:14:31I'm sorry.
00:14:32I just can't.
00:14:33Just try them.
00:14:34I don't understand.
00:14:41Hello?
00:14:42Oh, God.
00:14:43I, uh...
00:14:45I got disconnected.
00:14:47Oh, it's fine.
00:14:47Is she okay?
00:14:48No.
00:14:49I don't know.
00:14:50She just dropped.
00:14:53I don't know.
00:14:53What is it?
00:14:55She needs surgery.
00:14:58They're asking me to make a decision.
00:14:59I'm stuck at the front desk.
00:15:01I can't even go in there.
00:15:03So, what are they asking for?
00:15:06We don't have enough savings.
00:15:07Her business account, I'm thinking, maybe some way.
00:15:12This is so embarrassing.
00:15:15Sure, it will automatically...
00:15:16Uh, and we can't speak to her?
00:15:20No.
00:15:20I have her phone.
00:15:21I have everything.
00:15:23I just...
00:15:24Okay, I'm still waiting to hear back from my manager.
00:15:27Just please hang in there.
00:15:29God.
00:15:30What do I tell our daughter?
00:15:32I mean, if you need to call her, I'll let you know as soon as we hear it.
00:15:35No, no, no.
00:15:35Wait, wait, wait.
00:15:36Don't hang up, please.
00:15:37I just...
00:15:38I don't want to get lost in the system.
00:15:39Please, Shannon.
00:15:41Please.
00:15:41No, no.
00:15:42Of course, of course.
00:15:43I am not going anywhere.
00:15:45No offense, but I've heard that before.
00:15:49I'm not trying to be difficult.
00:15:51As in you, it's just...
00:15:53that I've gotten a lot of empty promises from a lot of people lately.
00:15:55I mean, it's hard.
00:15:59It's a hard feeling.
00:16:00So helpless.
00:16:03I just don't know what to do, Shannon.
00:16:08Shannon?
00:16:14So, what's her name?
00:16:15Your daughter.
00:16:17Willow.
00:16:18I know.
00:16:19It's very Rothschild.
00:16:21No, no, no.
00:16:22That's beautiful.
00:16:22How old is she?
00:16:24Teenager.
00:16:25She's a handful.
00:16:27But now I, uh...
00:16:28I wish I just spent more time with her when she was a kid.
00:16:32I don't know how...
00:16:35I'd ever...
00:16:35You sound like a good dad, Nicholas.
00:16:39I just feel so alone.
00:16:44I'm sorry.
00:16:45I shouldn't be putting this on you.
00:16:47No, no.
00:16:48Listen.
00:16:50I, uh...
00:16:51I feel the same way sometimes, too.
00:16:53It's not easy.
00:16:56You're not married.
00:16:58Uh, well, I am, but it's complicated.
00:17:02It's tough holding it together.
00:17:06Kids are easy compared to relationships.
00:17:08Yeah.
00:17:11Well...
00:17:12Your son is lucky.
00:17:15Oh, that's not what the teachers think.
00:17:18At St. Norbert's, most moms pick up their kids for lunch.
00:17:21I don't even make it to soccer practice.
00:17:24I'm sorry.
00:17:25I just didn't mean to, uh...
00:17:26No, no, no.
00:17:27No, thank you for actually talking to me like a human.
00:17:50I don't think I could get you in the house freeze.
00:17:52Please, I am back at you.
00:17:53What, nobody cares?
00:17:55Nobody cares?
00:17:56My wife is a human being.
00:17:58I'll get you what you need.
00:18:00I am trying.
00:18:02Okay?
00:18:02I am trying.
00:18:03Please, give me more time.
00:18:06Give me more time.
00:18:07Please.
00:18:08My wife, stop.
00:18:10I gotta go.
00:18:11I gotta pay for a while.
00:18:12Wait.
00:18:14Wait.
00:18:15Um...
00:18:18I was able to speak with someone.
00:18:19Oh, God.
00:18:22Thank you, Shannon.
00:18:26Oh, God.
00:18:29She's trying to get me the money.
00:18:30What do you need us to do?
00:18:32I have an account.
00:18:33Number.
00:18:34Can you come to the branch?
00:18:37Which branch are you at?
00:18:38Newton Square.
00:18:40No.
00:18:41No, that's too far.
00:18:43Is there any way we could do this on the phone?
00:18:47I can't leave her, Shannon.
00:18:49Okay, uh, let me figure this out.
00:18:51How much do they need exactly?
00:18:53It's $20,000.
00:18:54That's just a deposit.
00:18:56Okay, so there's only $19,000 in the account.
00:19:00But you can overdraft if you need to.
00:19:03Okay, yeah.
00:19:04I think we'll need to whatever it takes.
00:19:12Okay, uh, can you write this down?
00:19:130-6-2-B-E-8-8.
00:19:18That's your verification code.
00:19:19If anything comes up, I'll connect you with the secure line.
00:19:22All you have to do is give them that number.
00:19:25It shouldn't be that long.
00:19:26I promise.
00:19:28Really, Shannon.
00:19:30You're saving my life.
00:19:32That's...
00:19:35And good luck.
00:19:37I'm sure things will work out.
00:19:40Good things happen to good people.
00:19:43I hope you're right.
00:20:05The sound of success.
00:20:08You know, you really would have been a great therapist.
00:20:12I mean, you'd listen.
00:20:15Because I bet you could do a lot more than collect surveys.
00:20:19Plus, be a lot less jittery.
00:20:20I think I just had a little too much coffee this morning.
00:20:25Shannon, my office, please.
00:20:49What is it?
00:20:51Your request?
00:20:55The 30th and every subsequent Monday.
00:20:58Oh, right.
00:20:59Yes.
00:21:00I'm sorry.
00:21:02It's just for the next two months.
00:21:04Well, it can't be outside core office hours?
00:21:07I tried to move in and there's no other time.
00:21:12Look, you realize the position I'm in here.
00:21:14I mean...
00:21:16Let me start over.
00:21:18You received your performance plan?
00:21:20Yes.
00:21:21Yes, this job is the most important thing to me.
00:21:24I'm glad.
00:21:25But the plan has targets.
00:21:2850 new accounts, 85% customer satisfaction, 20%...
00:21:32I know the plan, Shannon.
00:21:34I'm asking what your plan is.
00:21:41Listen, I can just give you a reference, like I did with Tom, but we're out of options here.
00:21:51It's the mediator schedule.
00:21:55Joel and I are getting separated.
00:21:59Okay.
00:22:01I get it.
00:22:02I went through mine 10 years ago.
00:22:05It was help.
00:22:06Yeah.
00:22:06Yeah, and I'm so sorry that I've been so distracted.
00:22:09But we're good now.
00:22:10It's not going to affect my work.
00:22:12I promise.
00:22:12I just need a little help.
00:22:17You see this?
00:22:23I was just starting out, like you, but at the desk up front when people actually came in.
00:22:32And this guy, having a bad week, thought he could rob us with a steak knife.
00:22:38And he grabbed me.
00:22:40And he told them that if he didn't open up the back, he was going to push it through.
00:22:48It's not even the worst part.
00:22:50I saw hesitation in my manager's eyes.
00:22:56And he didn't succeed, obviously.
00:22:59But for me, this is a reminder of what it took to get here.
00:23:05Because there are plenty of other people who are just as competent, who don't have all the distractions.
00:23:12And as unfair as all of that seems, it's like that way for a reason.
00:23:18I just, these sessions, I really need to return.
00:23:21Holding down a stable job doesn't hurt.
00:23:24So, yeah, your mediator is essential, but so is hitting your plan.
00:23:31Am I making myself clear?
00:23:33Yeah.
00:23:42Is there something else?
00:24:08There is a large transaction.
00:24:11Yes, today.
00:24:14That's why it was flagged.
00:24:18Yes, I'm looking at it now, Mrs. Haywood.
00:24:23No, no.
00:24:24Let me check a few things.
00:24:27Okay.
00:24:27Take a breath.
00:24:28Calm down.
00:24:29Don't tell me to calm down.
00:24:31Okay.
00:24:32Thanks for your patience.
00:24:33Hold on.
00:24:36This lady is not having a good day.
00:24:40Well, maybe I can speak to her.
00:24:42You don't want to jump on this.
00:24:44Oh, it's nothing.
00:24:45It's for the fraud department.
00:24:46Let them handle it.
00:24:47No, I think I spoke to her earlier.
00:24:52It's...
00:24:54Okay.
00:24:55Doubt you'll get a survey out of it.
00:24:57Fire away.
00:25:00Fire away.
00:25:13Hello?
00:25:15Hello?
00:25:16Are you there?
00:25:17Hello?
00:25:18Yes.
00:25:19I'm sorry.
00:25:20Good morning, Mrs. Haywood.
00:25:22Hold on.
00:25:23I'll take a look in a minute.
00:25:25Okay.
00:25:26Okay.
00:25:26Who is this?
00:25:27The manager?
00:25:29Are you okay?
00:25:29Are you feeling better?
00:25:32What?
00:25:33No, I just thought...
00:25:35Obviously, I'm not okay.
00:25:36I just explained this to the last person.
00:25:38This is Maggie Haywood.
00:25:40Your husband is Nicholas Haywood?
00:25:42We're really starting over?
00:25:44I...
00:25:45I'm sorry.
00:25:46I'm just trying to understand.
00:25:47I thought you were in an emergency.
00:25:50Something with the insurance.
00:25:52Can I get your...
00:25:53What are you talking about?
00:25:57Are you at the hospital now?
00:26:00What?
00:26:00Look, I don't know what's going on.
00:26:02I am locked out of my account.
00:26:05How am I supposed to run my business?
00:26:08Can you help me?
00:26:09Or do you need to transfer me to a manager?
00:26:11Uh, no, I can help you, Mrs. Haywood.
00:26:13It looks like your account's been flagged for suspicious activity.
00:26:17Okay.
00:26:18Well, what does that mean?
00:26:20Well, it's actually completely normal when a sizable transfer's been initiated for the account to be flagged.
00:26:26Hold on.
00:26:29What transfer?
00:26:32There was a withdrawal today with an overdraft.
00:26:38What?
00:26:38By who?
00:26:41Um, it says here your husband called in.
00:26:46He verified the account.
00:26:47I don't understand.
00:26:49When did this happen?
00:26:51Around 10.30.
00:26:53That is not possible.
00:26:54He's on a job and off the grid.
00:26:57I should know.
00:26:57I just tried him an hour ago.
00:27:00Is there anyone else that would have access to your account or maybe somebody that you shared your information with
00:27:06recently?
00:27:08No.
00:27:09Have you received any suspicious phone calls requesting your financial information?
00:27:14Do I sound like an idiot?
00:27:17I'm sorry.
00:27:18I understand that this must be really frustrating.
00:27:22I don't want an apology.
00:27:24I just want it fixed.
00:27:27Do I need to come in?
00:27:29No, that's not necessary.
00:27:31I can handle this for you, Mrs. Haywood.
00:27:33Is this the best number for you?
00:27:34My only number.
00:27:35Okay, I'll check the status of the inquiry and I'll get back with you immediately.
00:27:40I promise.
00:27:41So thank you so much for your patience.
00:27:48How did that go?
00:27:50You were right.
00:27:52Bad day.
00:28:05Hey, can you cancel a debit for a secure EFT after it's been initiated?
00:28:10What's the status?
00:28:12In transit.
00:28:13No.
00:28:15But I think you can hold it by putting a suspend.
00:28:20It gets time to process a change request.
00:28:22It expires close of business.
00:28:25Sorry, I don't...
00:28:27What do you mean?
00:28:28The transfer dies out at the end of the day at 5 p.m.
00:28:31if it's still suspended.
00:28:34So do nothing and it goes away?
00:28:38Bingo.
00:28:53It sets off a bunch of alarm bells, though.
00:28:56No, no, no, no, no, no, no, no, no.
00:28:59Oh, my God.
00:29:03Oh, no.
00:29:04Oh, no.
00:29:11Hi.
00:29:12Hi, Debbie.
00:29:13Shannon, I didn't think I'd get through.
00:29:15You've been hard to reach lately.
00:29:16Yeah, yeah.
00:29:17This week, my work schedule, it's just...
00:29:20I don't have a lot of flexibility.
00:29:21Sorry, I know you've been working all their time lately.
00:29:24As your mediator, I need to know about schedule changes ahead of time.
00:29:28A single session does not look good.
00:29:30You had a mix-up last week?
00:29:32Is that what Joel said?
00:29:34Look, I left a message and I talked to my boss this morning about the times and...
00:29:38It's not just that, Shannon.
00:29:40The lab just sent me the results of your drug test.
00:29:43Okay.
00:29:43Your level of electrolytes were outside the range of normal.
00:29:49Uh, well, I...
00:29:51What does that mean?
00:29:52It says traces of benzodiazepines.
00:29:56Possibly from misuse.
00:30:00That's for my anxiety.
00:30:01I take it like they tell me.
00:30:03The doctors, they said it might show up as a false positive.
00:30:06You know I have to report this, right?
00:30:08Is this something I need to be concerned about?
00:30:11Look, I'm not on one side or another.
00:30:13My job is to do what's best for Dylan.
00:30:17Shannon, are you listening?
00:30:19You sound distracted.
00:30:21Yeah, yeah.
00:30:21No, I'm listening.
00:30:22I don't think you're getting the gravity of this.
00:30:25Everything you do is being watched very closely.
00:30:27Your job stability is the only thing helping you right now.
00:30:32And I don't want your custody of Dylan jeopardized.
00:30:35A child needs his mother.
00:30:37Oh.
00:30:39Yeah.
00:30:40No, of course.
00:30:41Of course.
00:30:42I know you're under a lot of stress, but it's a slippery slope.
00:30:45Everything counts right now.
00:30:47The court favors maximum exposure to both parents.
00:30:50But these things add up.
00:30:53Show up for the next session.
00:30:54Cut back on the meds.
00:30:56Be meticulous.
00:30:57I totally understand.
00:31:00There's still time.
00:31:02We'll be okay.
00:31:06Um, hey, Debbie.
00:31:08Look, I really...
00:31:09I gotta go, okay?
00:31:10Okay.
00:31:11I'm sorry.
00:31:12Yeah.
00:31:13Don't forget.
00:31:13Yeah.
00:31:25Shannon.
00:31:29Who is this?
00:31:31It's Nicholas.
00:31:32Remember?
00:31:32You gave me your number.
00:31:35Right.
00:31:39I'm still at the hospital.
00:31:41It's a nightmare.
00:31:42There's a lot going on in the ER, and I'm still trying to get in.
00:31:44Is there something else I can help you with?
00:31:50Well, that's why I'm calling.
00:31:52I haven't seen anything come through on my end.
00:31:54Is that normal?
00:31:55These things take time to process.
00:31:58Is there someone you can talk to?
00:32:00I'm just getting worried, you know?
00:32:02Oh, that's not necessary.
00:32:06You know what?
00:32:07You've already been such a big help.
00:32:09I'm sure you've got other things going on.
00:32:11I'll just call your manager to sort this out.
00:32:12Oh, no, we're working on it.
00:32:13It just might take a little while, but when I find out,
00:32:15I will notify you immediately.
00:32:20Okay.
00:32:22Thanks, Shannon.
00:32:24I trust you.
00:32:42Thank you for calling Southwest.
00:32:44This is Amelia.
00:32:46Help me out.
00:32:49Sure.
00:32:50Okay.
00:33:15Thanks, guys.
00:33:16Okay.
00:33:19Okay.
00:33:34Oh, one more one.
00:33:50Oh, one more one.
00:34:20Oh, one more one.
00:34:51Yes, our current tax-free savings account is performing above industry standard, and
00:34:57it includes 15,000 miles towards the frequent flyer program of your choice.
00:35:04Great, I will transfer you to that department.
00:35:11Thank you for calling Southwest credit unions.
00:35:15Can I get your passphrase?
00:35:33Thank you for calling Southwest credit unions.
00:35:38Is this Amelia?
00:35:40Oh.
00:35:48I think you probably sound almost great.
00:35:50Not even at all.
00:35:57Sounds good.
00:35:59Great.
00:36:01Great.
00:36:20Hello?
00:36:21Hello?
00:36:23There you are.
00:36:24I panicked when I couldn't get through.
00:36:26Um, why?
00:36:27What's going on?
00:36:28I was gonna ask you the same thing.
00:36:30It's been a few hours.
00:36:32I thought I'd get a call back.
00:36:33Right, I know.
00:36:34I did say these things take time.
00:36:37Is that everything?
00:36:38I don't feel good about it.
00:36:40My wife.
00:36:41It's getting worse.
00:36:42Please, if you would just let me do my job.
00:36:47You see how it is?
00:36:51Just another caller to you, right?
00:36:53No, no, no.
00:36:53That's not it at all.
00:36:54I'm doing everything I can, I promise.
00:36:56I will get back to you.
00:37:00Be careful what you promise, Shannon.
00:37:05Hey!
00:37:08You okay?
00:37:10You seem tense.
00:37:11Yeah, no, um, crazy day.
00:37:17You sure you're all right?
00:37:20You've been on edge.
00:37:22You don't have to do everything alone all the time.
00:37:25I'm here.
00:37:36I...
00:37:43You need to take that?
00:37:49You know what?
00:37:50I'm good.
00:37:51I really appreciate it.
00:37:53But I'm good.
00:37:57You're welcome.
00:38:02You're welcome.
00:38:05You're welcome.
00:38:08You're welcome.
00:38:30How did you get this number?
00:38:31I thought it might help speed things up.
00:38:34You gave me a full name.
00:38:34I just assumed that's why, right?
00:38:36What do you want?
00:38:39I want to see the transaction go through to my account.
00:38:42Well, the transaction's been suspended.
00:38:45What?
00:38:47Why?
00:38:47For suspicious activity.
00:38:51And I talked to Maggie.
00:38:54Is she all right?
00:38:56Stop.
00:38:56Stop.
00:38:57Whatever it is that you're trying to do is in direct violation of our customer's privacy policy.
00:39:01You're serious?
00:39:02Look, impersonating someone is serious.
00:39:05It's identity theft.
00:39:06You should be more careful then.
00:39:08You have no idea what is going on here, do you?
00:39:12I know that whatever it is, you're lying to me and you're lying to your wife.
00:39:18Is that what your husband did?
00:39:20Why you left him?
00:39:22Or were you the liar and he left?
00:39:25Or is it complicated?
00:39:29I don't have time for this.
00:39:31I'm just trying to understand the person I'm working with here.
00:39:35What do you want?
00:39:36It's not about what I want.
00:39:39It's about what you can do for me, Shannon.
00:39:42Don't call my cell anymore.
00:39:44And be careful the way you talk to your customers.
00:39:48Because sometimes customers retaliate.
00:39:52What is that supposed to mean?
00:39:57The person you are calling is currently-
00:40:16The person you are calling is currently-
00:40:25The person you are calling is currently-
00:40:29What is the least positive journey?
00:40:31Why are the people I don't want to ask you to?
00:40:38Is youremar, and you're luckily?
00:40:39No poor-ć
00:40:45'a kmn
00:41:09Hey, do you know any clients that end with CED?
00:41:13Sorry to bother.
00:41:14Kidding?
00:41:16You still dealing with that woman?
00:41:18Yeah.
00:41:19No, no, no.
00:41:19I'm just cutting it down for her.
00:41:22It's private equity.
00:41:24Mike's over there.
00:41:25He's nice.
00:41:26Mike Desposito.
00:41:28I probably have his number.
00:41:38Tell him I sent you.
00:41:40Thanks.
00:42:07Hello?
00:42:09Hey, is this Mike?
00:42:10It is.
00:42:13Hi, it's Shannon from Customer Success.
00:42:16Corporate? Uh-oh, what'd I do this time?
00:42:19No, no, no, I'm not. Don't worry, you're not in trouble.
00:42:21D'Amelia referred me to you.
00:42:24Ah, jam. How is she? Tell her we miss her over here.
00:42:28Yeah, she's good, I will.
00:42:29So, I'm looking up an account for a client. It got flagged.
00:42:33I landed over here? Huh, okay, what's the name?
00:42:37That's the thing. Our computers were down.
00:42:41But I was able to jot down the account number.
00:42:43So, so what's the account number?
00:42:45Okay, it's 066-0293-109-848.
00:42:51One second. Okay.
00:42:55Yep, there is no name.
00:42:57What?
00:42:58It's a limited account. That's why it was flagged.
00:43:01The PII info's hidden.
00:43:02I'm sorry, I don't know what that means.
00:43:04It means we can't see who initiated it.
00:43:07Is a temp holding account? It's probably going to be gone in a day.
00:43:10You say you talked to them this morning?
00:43:12Yeah, we started the conversation over the phone.
00:43:15Retail.
00:43:17What time?
00:43:1810.34.
00:43:19Okay, hold on.
00:43:20Zing, I got an address. 33 Lakewood Lane.
00:43:23That's the client's address.
00:43:25Well, that's the address on the temporary holding account.
00:43:27Maybe they're just moving money around.
00:43:29And if there's more than one person on the account, sometimes those two people don't exactly tell each other everything,
00:43:34if you know what I mean.
00:43:35Have you ever heard of anyone impersonating themselves?
00:43:40Like, they know just enough information, but they make sure not to know everything?
00:43:45Yeah, this whole thing's starting to sound a little domestic, and you kind of want to be careful with that.
00:43:50One time I thought this guy was stealing money from his wife to open the casino, and it was not
00:43:55a good week for me.
00:43:56So, have your ducks in a row before you accuse anyone of fraud, all right?
00:43:59Yeah.
00:44:00Thanks.
00:44:00As long as nobody resumes that transaction before 5 o'clock tonight, that money's not going to go anywhere anyway.
00:44:05Then you don't have to worry about it.
00:44:06I can put a note on it for you.
00:44:07No, no, no.
00:44:09No, thank you.
00:44:10That'll be fine.
00:44:11You don't need to do that.
00:44:12Yeah, no problem.
00:44:12If you need something else from me, just let me know.
00:44:14Tell Jim I said, hey, what's up?
00:44:44Hello?
00:44:45Hello?
00:44:45Hello?
00:44:46Hi.
00:44:48Is Maggie there?
00:44:50I'm sorry, maybe I have the wrong number.
00:44:52No, you don't.
00:44:53She's just busy.
00:44:56Oh, okay.
00:44:57But she told me to answer her phone, in case, well, something like her bank's messed up or something.
00:45:04Yeah, that's actually why I'm calling.
00:45:06I'm from Southwest Credit Union.
00:45:10Okay, great.
00:45:12Yeah, um, just wanted to let you know we're making progress.
00:45:15It just takes a little time.
00:45:17Okay, well, good.
00:45:19Because she's, like, freaking out.
00:45:22Oh, I'm sorry to hear that.
00:45:24Yeah, she's been like that.
00:45:25Just super stressed or something lately.
00:45:28Really?
00:45:32Um, what's going on?
00:45:34Um, I don't know.
00:45:36There's just always something.
00:45:38With your dad?
00:45:41Is he there?
00:45:44Uh, why are you talking about my dad?
00:45:46Oh, no, I'm sorry.
00:45:48It's nothing.
00:45:49This is weird.
00:45:49I think I better go.
00:45:51Yeah, I'm sorry.
00:45:51I'll call back another time.
00:46:00He make an ass of himself.
00:46:03Huh?
00:46:05Mike.
00:46:07Oh, yeah.
00:46:08No, no, no.
00:46:08Sorry.
00:46:09We tracked it down.
00:46:13Did he ask about me?
00:46:20Uh, um, sorry.
00:46:21I, I've really got to take this.
00:46:23Thanks, though.
00:46:36Hello, Southwest Credit.
00:46:37This is Shannon.
00:46:38How can I help you?
00:46:39That's her.
00:46:39Okay, give me the phone.
00:46:40She was asking me a lot of questions.
00:46:42Willow, let me talk to her.
00:46:43Hello again, Mrs. Haywood.
00:46:45What the hell is going on?
00:46:47Um, thank you so much for being, um, so patient.
00:46:50Why were you talking to my daughter?
00:46:53I was just trying to reach you and was explaining so I could just, you know, speak things up.
00:46:58And was my child able to reinstate my bank account?
00:47:00Um, you know, accounts that are flagged are put on a hold for a day.
00:47:04Then you should be okay.
00:47:05Oh, so I can have my money tomorrow.
00:47:07I still don't understand why this is happening.
00:47:09Have you been able to reach your husband since we spoke earlier?
00:47:12I mean, just to see if he knows anything at all?
00:47:16Why do you keep bringing up my husband?
00:47:19Look, in, in cases like this, sometimes it gets complicated.
00:47:24Have you maybe come in contact with anyone who's, who's been acting strange or suspicious around you lately?
00:47:30Are we in danger?
00:47:32No, no, no, no, no, I, I'm sorry, I'm not trying to scare you, but it seems right now that
00:47:37whoever did this said he was Nicholas.
00:47:41Wait, hold on.
00:47:42You're telling me that someone is impersonating my husband and getting away with it because you gave them access to
00:47:49my bank account.
00:47:50Mrs. Haywood, we, we do not take this lightly.
00:47:52So please review your statements for any other suspicious activity and change your online passwords and logins.
00:47:59You messed up, but now I have to change my passwords.
00:48:02Where?
00:48:02Everywhere.
00:48:03You have really screwed me up here.
00:48:05I don't need this right now.
00:48:07You're going to receive an email shortly that explains everything, but please, don't worry.
00:48:10We're going to make sure this gets resolved for you.
00:48:12Well, that's good because I didn't put myself in this situation.
00:48:16You did.
00:48:17Yes, totally understand.
00:48:20Southwest values you as a customer and we will get through this.
00:48:25And never talk to my daughter again.
00:48:51I totally understand your frustration.
00:48:54Let me take a look to see if there's a different type of account that might be better suited for
00:49:00you.
00:49:00Did you want to add a second?
00:49:01You switched to basic savings.
00:49:03With the investment option, it gives you everything you have now and more.
00:49:08Hello, Southwest Credit.
00:49:09This is Shannon.
00:49:10How are you doing today, Mrs. Miller?
00:49:11Fantastic.
00:49:12Let me break it down for you.
00:49:13Hello, Southwest Credit.
00:49:14This is Shannon.
00:49:15If you don't know, there's a short story.
00:49:18I can finish it up.
00:49:19Just take a couple minutes.
00:49:20Okay, have a great rest of your day.
00:49:23Hello, Southwest Credit.
00:49:24This is Shannon.
00:49:25Can I have your name, please?
00:49:26Let me take a look to see if there's a different type of account that would be better suited for
00:49:30you.
00:49:30Okay, well, it looks like I can enroll you in the PERCS program right now.
00:49:35Oh, well, I'm so sorry to hear about the loan denial.
00:49:38Let me review your application and the decision, okay?
00:49:42Hello, Southwest Credit.
00:49:42This is Shannon.
00:49:43May I have your name, please?
00:49:44Hello, Southwest Credit.
00:49:45This is Shannon.
00:49:46How may I help you?
00:49:47Hello, Southwest Credit.
00:49:48This is Shannon.
00:49:49Hello, Southwest Credit.
00:49:49This is Shannon.
00:49:50Can I have your name, please?
00:49:52This is a short story.
00:49:53You can have everything that is happening.
00:49:54Now, I am in there with no minimum balance.
00:49:57Hello, Southwest Credit.
00:49:58This is Shannon.
00:49:59Okay, well, in that case, I recommend allowing us to conduct a comprehensive assessment of your
00:50:03present financial situation.
00:50:04And, sir, if you don't mind, there's a short survey after which we can identify the most suitable
00:50:09course of action to address your needs effectively.
00:50:20Hey, Shannon, are you in a love triangle?
00:50:26What?
00:50:27Sorry.
00:50:28That came out weird.
00:50:30This guy called asking for you.
00:50:33I told him you were on the phone and he hung up on me.
00:50:36I didn't even say anything stupid, I think.
00:50:41Who was it?
00:50:42I don't know.
00:50:44He asked for you or our boss.
00:50:47I tried to follow the training, turn it from a total downer to an upper, but he was a total
00:50:52jerk.
00:50:53If he calls again, just forward it to me directly.
00:50:57Okay.
00:50:58Okay.
00:50:58Nice.
00:50:59It's hanging out head on.
00:51:13I don't know.
00:51:36What are you doing?
00:51:37I knew you'd call.
00:51:38What happened to us, Shannon?
00:51:41I missed your voice.
00:51:42What is this?
00:51:44Do I make you nervous, Shannon?
00:51:47Are your hands trembling?
00:51:49Please, what do you want?
00:51:51Money.
00:51:52The bank didn't just run out, did it?
00:51:55It's not your money.
00:51:56It's your wife's.
00:51:59That's even who you are.
00:52:01But I know about you, Shannon Cooper, on Valley Vista Drive, 38 years old, if that is your age.
00:52:09I mean, we all lie about our ages.
00:52:12Now you'll have to lie about how you gave Maggie's husband access to her account.
00:52:18To be honest, I don't think this looks great for you.
00:52:22Well, why me?
00:52:23Because you answered the phone, Shannon, and all I had to do was ask, and you didn't.
00:52:30You'll be arrested.
00:52:32You're going to have me arrested.
00:52:34Me?
00:52:36Your own partner, when we've been such an amazing team.
00:52:41Please, I just want to do my job.
00:52:44Well, personally, I've never had better customer service.
00:52:47You've given me everything I need to get my money, and there isn't anything you're going to do about it
00:52:54now.
00:52:54Well, is there?
00:52:56I bet you haven't even reported it.
00:52:58Have you?
00:53:01If I were you, I'd be very careful, Shannon.
00:53:05For her sake.
00:53:10And for Dylan's sake.
00:53:12Why are you doing this?
00:53:14This is criminal.
00:53:14You're right, I know.
00:53:16I do.
00:53:17I know how pathetic this is.
00:53:24But sometimes I just feel like life's not for me.
00:53:31Not even worth it.
00:53:38How could you?
00:54:06How could you do this?
00:54:25I don't know.
00:54:48Shannon?
00:54:50Care to explain?
00:54:54I'm sorry?
00:54:55There was an account that was flagged earlier.
00:54:57Why didn't you say something?
00:54:59No, I...
00:55:00You're the face of the company.
00:55:02I know. I mean, I know.
00:55:03I have a call scheduled with them later today.
00:55:05I didn't want to bother you.
00:55:07Okay, let me know how it goes.
00:55:08The call.
00:55:10I'll check back later.
00:55:18Thank you for calling Southwest Credit Union.
00:55:20This is DeMedia.
00:55:21How am I looking?
00:55:24Hi, yes.
00:55:25Hello.
00:55:26I have your account right here.
00:55:27All right.
00:55:28Oh, sure.
00:55:29You want to open up savings?
00:55:30Okay.
00:55:31That's fine.
00:55:32Christine.
00:55:33Sure.
00:55:34It will automatically link to your check.
00:55:46This is Christine.
00:55:50Hi, Christine.
00:55:51This is Shannon in retail.
00:55:53I'm calling because someone's having an issue with the transfer.
00:55:57All right.
00:55:57But why are you calling me instead of support?
00:56:01I'm sorry.
00:56:01It says you resumed it.
00:56:02I approve a hundred things a day.
00:56:06This was for a customer, Nicholas Haywood.
00:56:10Okay.
00:56:11Yes.
00:56:11There was a holdup.
00:56:13But we took care of him.
00:56:14The system must have just flagged it automatically.
00:56:16How did you know?
00:56:17Did you speak with him to verify it?
00:56:19Yes.
00:56:20He had the information he needed, including the receipt and the verification code.
00:56:24The money will be released to him at 5 p.m. per protocols.
00:56:28Great.
00:56:29So...
00:56:29It'll be released in a few hours.
00:56:31Are you new here?
00:56:33No.
00:56:34I like your enthusiasm, but there's a chain of command for a reason.
00:56:41Definitely.
00:56:43I just wanted to...
00:56:45I just wanted to make sure that nothing was missing, that the customer's happy for our CSAT scores.
00:56:53Hold on.
00:56:54I'll be right back.
00:56:58Your business is important to us.
00:56:59Please stay on the line, and one of our associates will be with you shortly.
00:57:04Your security is our number one priority, so this call may be monitored for your safety.
00:57:13Your business is important to us.
00:57:15Please stay on the line, and one of our associates will be with you shortly.
00:57:20Your security is our number one priority, so this call may be monitored for your...
00:57:24Shannon?
00:57:24Yes.
00:57:25Uh, I appreciate your help, and I'll get right back to work.
00:57:29I've got Nicholas on the other line, okay?
00:57:31He was just finishing up.
00:57:33What?
00:57:34Here's a good opportunity for you to show how Southwest cares about our customers.
00:57:41Nicholas, are you there?
00:57:43I am.
00:57:44I've got Shannon on the line.
00:57:46She was concerned and wanted to hear how things went.
00:57:50Hi, Shannon.
00:57:52Sorry to bring you back into this again.
00:57:55That's all right.
00:57:56It's my job.
00:57:57It's more than that.
00:57:58I feel so lucky you were on the other end of the line, willing to go through this with me.
00:58:07A family crisis can be overwhelming.
00:58:10You're right.
00:58:10But we're not out of the woods yet.
00:58:14And thank you for checking in with Maggie.
00:58:17I feel like we have a plan now, and I can see some light at the end, you know?
00:58:24If we could just make it through to the end of the day.
00:58:28But it's so close.
00:58:30Okay, well, I'm sure you'll let us know if you need any more help.
00:58:33We're here, monitoring.
00:58:36Well, I hope you're not there too late.
00:58:40It's soccer today, right?
00:58:41St. Norbert's?
00:58:44No, I mean, how did you...
00:58:46That's right down the road.
00:58:47Maybe if everything gets cleared up, I can make it in person.
00:58:52Thank you personally.
00:58:54Well, we won't keep you any longer.
00:58:56Thanks for taking the time to give us your feedback.
00:59:00I already did.
00:59:01Shannon remembers.
00:59:04I gave her a glowing report on her survey.
00:59:09Did that resolve your issue?
00:59:11Yes.
00:59:13Uh, thanks for your help.
00:59:15Okay.
00:59:16Next time, talk to your manager first.
00:59:18Right.
00:59:23Okay.
00:59:24Let's go.
00:59:24It's okay.
00:59:29What?
00:59:41What?
01:00:03hello hey hi I can't talk right now I'm sorry but I was wondering if you could pick up Dylan
01:00:10with Jess today is everything okay you all right oh something came up at work and and Joel can't
01:00:16make it either it's just I would not be asking if it wasn't I just wondered because we haven't
01:00:20really seen you around lately no no no no I'm I know I don't come around often but I really
01:00:27miss
01:00:27you guys well we miss you too and of course I can get Dylan today oh really Shannon if you
01:00:33need help
01:00:34we're here thank you so much I really appreciate it you have no idea okay I'm heading out now I'll
01:00:41call
01:01:10and I've got it
01:01:30yellow Mike hey it's Shannon from corporate super sleuth no no no it's it's for the client that I
01:01:38spoke to you about earlier the shady guy well look it looks like he's stolen from his wife
01:01:44you sure you want to reverse it yes exactly yeah it shouldn't be an issue oh great thank you but
01:01:51that comes from fraud I mean in fact they do it directly right right and you're gonna want to
01:01:57evidence before you call them like the specifics and it's gotta include the client you don't want
01:02:01to go over someone's head but she's devastated and I don't know maybe she's afraid to talk to her
01:02:07husband I really don't know but she absolutely needs our help right now hey okay so I've got
01:02:14something our little friend here's getting antsy he already put in an automatic transfer request for
01:02:19this evening and you can't stay anonymous if you transfer your ill-gotten cash into an account with
01:02:24your actual name on it is it Nicholas Haywood no it's a Steve Wilson wait who that's that's not
01:02:37Maggie's husband well whoever it is he wants that money the second it's released he's your guy oh my
01:02:43god oh my god oh my god thank you so much I I owe you big time good luck and
01:02:50be careful okay yeah
01:02:52thank you
01:03:03hello hi mrs. Haywood what is going on with my account has the bank figured this out not yet I
01:03:09am
01:03:10I do have a question for you really you need more from me look I know but um
01:03:16do you happen to know someone's name Steve Wilson
01:03:25Steve well it looks like he may have been involved in the attack on your account what
01:03:33he attacked my account I'm so sorry is there anything that you can tell me for the dispute
01:03:41um yeah I know Steve
01:03:47he's Willow's dad he's unstable and a liar you never know what he's going to do next
01:03:55he's unsafe it's why we left him we had to get an order we finally have some stability in our
01:04:03lives
01:04:03I just I can't believe he's coming after us again um I'm so sorry um I didn't you have no
01:04:11idea what
01:04:12he is capable of if you are sure it's him you should steer clear for your own safety um
01:04:20I'm gonna alert security right away and someone from the bank will be reaching out to you once they
01:04:25start the investigation don't involve us please keep my family out of it I'm sorry but I can't
01:04:34Willow and I can't ever see him again yeah I'm so sorry
01:05:09Oshop
01:05:10Ack
01:05:11Ack
01:05:11Ack
01:05:11Ack
01:05:11Ack
01:05:11Ack
01:05:14Ack
01:05:15Ack
01:05:15I don't know.
01:05:58Hello, fraud department.
01:06:00Hi, this is Shannon in retail.
01:06:02I need to make a report.
01:06:04Okay, is this an existing account or new?
01:06:06New.
01:06:07Who's the client?
01:06:09Maggie Haywood.
01:06:10Okay, can you summarize the situation?
01:06:13Okay, the client.
01:06:15Well, her husband called in this morning
01:06:17and he said that she was in an accident
01:06:19and needed access to an account.
01:06:21But it looks like it was identity fraud.
01:06:24Slow down, slow down.
01:06:25There are a lot of notes on this account.
01:06:28It also went to Christine.
01:06:31The husband's name is in here.
01:06:32It wasn't the husband.
01:06:34It's someone else named Steve Wilson.
01:06:37He made an attempt on the account
01:06:38and I tried to put a hold on it.
01:06:39But somehow he was able to reverse it.
01:06:41I don't know...
01:06:42Why didn't you send this here when it first happened?
01:06:45This would have been a lot easier
01:06:47if we stopped it electronically the first time.
01:06:49But I...
01:06:50I'm freezing all the accounts.
01:06:52And given the situation,
01:06:53it'll be weeks until we know
01:06:54if it's fraudulent or made an error.
01:06:58It wasn't an error.
01:07:00He did this to her.
01:07:02For your sake, I hope it's an error
01:07:04and not conspiracy to commit fraud.
01:07:07Conspiracy with who?
01:07:08I would never do...
01:07:09Well, that's why we have procedures in place.
01:07:12Not knowing isn't a defense.
01:07:14But...
01:07:15I know, but I...
01:07:16Have you spoken with your manager yet?
01:07:18No, no, not yet,
01:07:20but I have been trying to...
01:07:21Go through the call logs
01:07:22and fill out a proper report.
01:07:25Report?
01:07:26Open an investigation.
01:07:28You'll be questioned
01:07:29and there'll be a deliberation process.
01:07:31No, no, no, no, no, no.
01:07:32Wait, wait, listen.
01:07:33You have to understand
01:07:34that this...
01:07:35We'll be in touch.
01:07:56Hey, how did the pickup go?
01:07:58Is Dylan okay?
01:08:00Dylan's not with you.
01:08:01What?
01:08:02No!
01:08:04Yeah, Jess said he wasn't outside.
01:08:05She thought Joel picked him up.
01:08:06What?
01:08:07No, no, no, no, no.
01:08:08That...
01:08:08Joel can't...
01:08:08That's why I asked you.
01:08:10Oh, God, I'm sorry.
01:08:11I'll swing back around, okay?
01:08:12Right now.
01:08:13Okay, now.
01:08:14Yeah.
01:08:15I'll call when we get there.
01:08:16Okay.
01:08:25Joel, did you pick up Dylan?
01:08:27No, no.
01:08:28We talked about this.
01:08:29I know.
01:08:29I asked Jess's mom to...
01:08:31No, I don't know.
01:08:31Call her.
01:08:32I did.
01:08:33What are you yelling at me for?
01:08:34I told you I couldn't pick him up.
01:08:35I know, I know.
01:08:36Can you just...
01:08:36You want me to call the police?
01:08:38The FBI?
01:08:39The CIA?
01:08:39Are you listening to me?
01:08:40Our son is missing.
01:08:42Do you hear me?
01:08:43No, because you do this all the time, Shannon.
01:08:45You call me overreacting like everything's the end of the world.
01:08:49For God's sake, you sound crazy.
01:08:52I am not crazy.
01:08:55You are just useless.
01:08:57And you can forget everything about mediation.
01:08:59I am done.
01:09:01And I'm gonna go find Dylan.
01:09:02Speak twice before you start making...
01:09:20There you are.
01:09:23What's going on?
01:09:24I just received a call from the fraud department, Shannon.
01:09:29I'm sorry, I can't explain everything, but...
01:09:32You need to talk about this now, Shannon.
01:09:34Now.
01:09:36I'm sorry.
01:09:38Shannon, if you leave now, you're fired.
01:09:44Come on, please.
01:09:46Come on, now.
01:10:05I scared you.
01:10:08What are you doing here?
01:10:09How did you get here?
01:10:11What?
01:10:11All the way from school?
01:10:15Didn't Jess's mom tell you that she was gonna pick you up?
01:10:18I'm so glad that you're okay.
01:10:21Are you okay?
01:10:23Yeah.
01:10:24Why wouldn't I be?
01:10:30I'm so sorry no one was there to pick you up.
01:10:32It is never gonna happen again, I promise.
01:10:35Mom, why are you crying?
01:10:38It's nothing.
01:10:39It's nothing.
01:10:45Mom, I have to pee.
01:10:47Yeah, sure, honey.
01:10:48No problem.
01:10:49Let's go inside.
01:11:11Go ahead, honey.
01:11:12It's down there.
01:11:13I know.
01:11:35You know, uh, when a door closes, you, um, this is the way, yeah.
01:11:43Alex, yeah.
01:11:52Hey.
01:11:54Sorry.
01:11:57It's not your fault.
01:12:04Dylan is sprouting up.
01:12:19I'll be right back.
01:12:21I'll watch him.
01:12:35I'll watch him.
01:12:38I'm sorry for running out.
01:12:41This morning, I thought that somebody was in real trouble.
01:12:44And I thought that I could help.
01:12:46But it turned out to be some elaborate scheme by her ex-husband.
01:12:50I was wrong.
01:12:51I, I, I, I panicked.
01:12:53I broke protocol.
01:12:54I didn't want to lose my job.
01:12:56Well, the job is protocols.
01:12:58We're not marriage counselors.
01:12:59This is a credit union.
01:13:02I don't know what you want me to do.
01:13:03I was scared.
01:13:04You have to believe me.
01:13:06He was threatening that he would do anything.
01:13:08I mean, he was going after Dylan.
01:13:09Why wouldn't you come to me?
01:13:11And that's why we have a department that handles that.
01:13:13It was a mistake.
01:13:14No, it was a lie.
01:13:16You lied to my face more than once.
01:13:18I know.
01:13:19I know.
01:13:20And I am sorry.
01:13:22Well, why should I believe anything that you say to me now?
01:13:24Because I would do anything to make this right.
01:13:26I mean, you have to believe me.
01:13:27I am telling you the truth now.
01:13:29Fraud is a felony.
01:13:31You're lucky you don't go to jail for this.
01:13:34Don't you have anything else to say for yourself?
01:13:37No.
01:13:39No, you, you're right.
01:13:42I'm wrong.
01:13:42I was totally wrong.
01:13:44I have not been in a good place.
01:13:50And I thought that if I tried harder, that everything would work out.
01:13:56But no matter how much I try, or even walk away, I always fall short.
01:14:02At work.
01:14:04In my marriage.
01:14:06With Dylan.
01:14:10Look, what I mean to say is, um...
01:14:14I really appreciate the opportunity you gave me.
01:14:37Hey, little man.
01:14:40You're running this place.
01:14:43You want a candy?
01:14:44I would love candy.
01:14:47I'm here to meet Shannon.
01:14:49Is she still around?
01:14:50My mom?
01:14:52Is that so?
01:14:54Well, it'll all come out in the investigation.
01:15:01Please pack up your things.
01:15:15I mean, my bully had to go.
01:15:17He's a big smile.
01:15:18He's kind of sad.
01:15:19And he never wants to give him back.
01:15:21And he's one of these disgusting...
01:15:25Honey, what are you doing?
01:15:33Shannon.
01:15:36Do I make you nervous?
01:15:38Because you answered the phone.
01:15:39You've given me everything I need to get my money for you.
01:15:43I'd be very careful, Shannon.
01:15:45Sometimes customers retaliate.
01:15:51Dylan, please come here.
01:15:53Honey, please.
01:15:54It is so good to finally meet.
01:15:57You remember?
01:15:58We talked earlier today.
01:16:00I was having trouble with my wife's account
01:16:02and wanted to make sure I took care of it before 5 p.m.
01:16:09We're closed.
01:16:11It's a shame.
01:16:12I just came all the way down here.
01:16:17Maybe we can find the place to talk in private.
01:16:21Your boy can come.
01:16:22I don't mind.
01:16:24Oh.
01:16:25Honey, why don't you go with Jamelia?
01:16:28I'm just going to handle a quick work thing.
01:16:58You know, people look different
01:17:00when you meet them in person.
01:17:05You look nice.
01:17:07Stay away from my family.
01:17:09I actually tried a few people
01:17:11and I just knew that you would cooperate
01:17:14when you answered.
01:17:16And you made it really easy for me.
01:17:18You did.
01:17:18A lot easier.
01:17:19And I would thought
01:17:20you don't know when to quit.
01:17:23I want my money.
01:17:24You stole from her?
01:17:27You helped me.
01:17:28The bank records all the phone calls.
01:17:30You mean the ones
01:17:32where you unlocked my wife's account?
01:17:34Where you admit you did it?
01:17:37How will you explain what you were up to
01:17:39with Maggie's husband?
01:17:41The first thing I'll tell them
01:17:43is that you're not Maggie's husband anymore.
01:17:46are you, Steve?
01:17:49I'm just trying to figure out
01:17:50what kind of person I'm dealing with.
01:17:54You have no idea
01:17:57what you're talking about.
01:18:00She took everything
01:18:01from me.
01:18:02It's always her side of the story.
01:18:04This guy gets to replace me?
01:18:06Live my life?
01:18:08Uh-uh.
01:18:09This morning,
01:18:09I did everything I could
01:18:11to help you
01:18:11and your wife.
01:18:13Because that's what people do.
01:18:15You know what it's like
01:18:15to have a felony?
01:18:17To make a stupid mistake
01:18:18when you're young?
01:18:20To be a man
01:18:21in a divorce?
01:18:22She used everything against me.
01:18:25You see me here
01:18:27like this.
01:18:28That is my fair share.
01:18:30I am entitled
01:18:30to that money.
01:18:33Do you really think
01:18:34you're going to get away with this?
01:18:36Don't you realize
01:18:37that you're just making things worse?
01:18:40I don't think so.
01:18:44The reality is
01:18:46nobody cares.
01:18:48I care.
01:18:49Nobody cares.
01:18:51And you care, Shannon.
01:18:54People like us,
01:18:56we end up in the same place.
01:19:00I am nothing like you.
01:19:04If you do not do
01:19:06what you are told,
01:19:08you will be implicated
01:19:09in a felony.
01:19:11You will be fired.
01:19:15How is it going to feel
01:19:17that you lose your son?
01:19:19How?
01:19:21How?
01:19:28Shannon,
01:19:29what's going on?
01:19:30And I'm sorry,
01:19:31who is this?
01:19:33This woman.
01:19:34She set me up.
01:19:35I don't know
01:19:36what her plan was.
01:19:37She's frozen my accounts.
01:19:39She's screwed with my family.
01:19:40She's desperate.
01:19:41She's trying to steal money
01:19:42and pin it on me.
01:19:43She has been stalking me
01:19:45all day
01:19:45threatening me.
01:19:47She's lying to everyone.
01:19:48She's lying to you.
01:19:49She's lying to my family.
01:19:51Okay.
01:19:52You gotta help me here.
01:19:53Okay.
01:19:55Let's just stay calm.
01:19:56Okay?
01:19:58She needs to be fired.
01:20:02I've already been fired.
01:20:05And I wasn't the one
01:20:06to stop the transaction.
01:20:07It was the fraud department.
01:20:09You.
01:20:10They know everything.
01:20:12All about you.
01:20:14And so does Maggie
01:20:16and Will.
01:20:18They know what you tried to do.
01:20:24You.
01:20:25You.
01:20:26You.
01:20:26She's lying.
01:20:28You can't do this to me.
01:20:29I'm gonna call security.
01:20:30No, no, no.
01:20:32No.
01:20:33No.
01:20:34No.
01:20:34No.
01:20:35No.
01:20:36No.
01:20:36No.
01:20:37No.
01:20:37No.
01:20:37No.
01:20:37No.
01:20:38No.
01:20:38No.
01:20:39No.
01:20:39No.
01:20:40No.
01:20:41No.
01:20:42No.
01:20:46No.
01:20:47Oh, my God.
01:21:30It'll be okay.
01:21:57Shannon.
01:22:01I spoke to the officer.
01:22:03They're going to want a statement from you, too, but I told him we can wait till tomorrow.
01:22:08Are you okay?
01:22:11Are you?
01:22:12Yeah.
01:22:15I'll need you to sit down.
01:22:18Maybe next week.
01:22:21Okay.
01:22:23I'll help if I can.
01:22:32So, Dylan, you know, you're growing up now.
01:22:38And there's something that I want to tell you.
01:22:41Your father and I, we might have to make some decisions, but I just want you to know that
01:22:46no matter what happens, we're always going to love you.
01:22:49Okay?
01:22:50I know that.
01:22:56Can we get ice cream and fries?
01:22:59Whoa, that is quite the combo.
01:23:02What did you have at school?
01:23:04I mean, I had my dessert, but it's small and...
01:23:08Oh, someone took it again?
01:23:11No.
01:23:12Told me to say something.
01:23:14Oh, my God.
01:23:16Oh, my God.
01:23:35Whatever the time comes up, I can tell you enough.
01:23:36Oh, my God.
01:23:39Oh, my God.
01:23:40Yeah.
01:23:41Oh, my God.
01:23:43Oh, my God.
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