Reporting a Lost or Stolen Card
The customer calls to report their credit card lost or stolen, requests immediate cancellation, and asks for a replacement card.
Dialogue
Listen and follow along with the conversation
Vocabulary
Essential words and phrases from the dialogue
report
To report something means to officially tell someone about an incident, like a lost item. In this context, it's used to inform the credit card company about a lost card so they can take action.
lost
Lost means something is missing and you cannot find it. Here, it's used to describe a credit card that the owner cannot locate.
stolen
Stolen means taken from someone without permission, often by a thief. In the dialogue, it's contrasted with 'lost' to explain how the card disappeared.
verification
Verification is the process of checking information to confirm it's correct. Companies use it to ensure they're talking to the right person before making changes.
account number
An account number is a unique set of digits that identifies your bank or credit card account. It's often used for identification during calls.
cancelling
Cancelling means stopping or ending something, like deactivating a card to prevent misuse. It's a gerund form showing ongoing action.
unauthorized
Unauthorized means not allowed or approved by the owner. It's commonly used in finance to describe illegal use of a card.
replacement
A replacement is a new item given to take the place of a lost or damaged one. Here, it refers to a new credit card sent to the customer.
billing address
Billing address is the official address where bills or statements are sent. It's used for security to confirm the customer's location.
Key Sentences
Important phrases to remember and practice
Hello, I need to report a lost credit card immediately.
This is a polite and direct way to start a call for urgent issues. 'Immediately' adds emphasis on speed. Useful for emergencies; use it when you need quick help with a lost item.
Can I please have your full name and account number or the last four digits of your card for verification?
This is a formal request for identification info. 'Or' offers alternatives, and 'for verification' explains the purpose. It's useful in customer service to confirm identity securely.
I'm now cancelling the card ending in 7890 to prevent any unauthorized transactions.
This sentence uses present continuous ('I'm now cancelling') for ongoing action and 'to prevent' for purpose. It's practical for explaining security steps in financial calls.
Would you like us to issue a new replacement card? It typically arrives within 5-7 business days.
A polite offer using 'would you like' for suggestions. 'Typically' means usually, and the time frame gives expectations. Use this when offering services with details.
Yes, please. Can you send it to my billing address on file?
Short and polite agreement with 'Yes, please,' followed by a question. 'On file' means already recorded. Useful for confirming details in transactions.
Is there anything else I can assist you with today?
A common closing question in service calls to check for more needs. 'Assist you with' is formal for helping. Use it to end conversations professionally.