Back to work after my surgery, and man, these callers are testing me.
Caller: I got the card that you guys sent me, but when I tried to use it, it declined.
Me: Sorry to hear that! Can you tell me the payment number?
Me: Ok, it’s in the amount of $XX, issued on (date), I don’t see that it’s been charged yet. You’ve used these cards before?
C: Yes, I spoke to (department that issues the cards) and they said no transactions have been attempted that they can see and to try again. I did and it declined again!
Me: I see. My advice would be to contact them again and let them know-
C: But YOUR number is in the email that I got the card in!
Me: Yes, we are the first department you would normally speak to, and we will do some basic troubleshooting with you and see if you know how to use it properly. If it’s not working after that you need to speak to the other department because they can look further into it then we can to find the problem. You will need to speak to them again.
C: THEN HOW IS THIS GOING TO BE RESOLVED??
Me: Ma’am I really couldn’t say how it will be resolved because I’m not even sure what the exact problem is. It may need more time, you may be charging it improperly-
C: I’VE USED THEM BEFORE I KNOW HOW TO DO IT-
Me: -OR the card may need to be reissued. My department cannot help you with any of these things.
C: THEN WHAT WAS EVEN THE POINT OF CALLING YOU??? hangs up
Me: throwing my hands up I KNOW RIGHT??