A little while ago I worked in a call centre that handled benefits/unemployment (in a European country) paid out to people who are looking for work. People sign a form online, which then comes to me. Within a given time period I have to call the person back to go further with their application.
This online form makes sure that the person applying is eligible, so people knowingly put false information on the form to make sure I call them back, thinking that they will receive benefits even if they are not eligible.
I call him, give him the usual introduction and we go through his form question by question (the script is written in a way where the questions on the form, and the questions asked by me seem a little different). We go through the form fine until we get to his current work situation.
C = Customer
Me: when did you last work?
C: I got let go yesterday, so going to start looking for work now.
Me: Sorry to hear that, do they still owe you wages or any holiday pay?
C: Yes! They’ll pay me at the end of the month (about 2 weeks away at this point).
Me: will it be over €xxx amount?
C: Yeah, it’ll be €xxxx (a bit more than the threshold for ineligibility)
You can’t apply when you have over a certain amount money coming in from work, so I got a little annoyed as I know he purposefully lied on his form to make sure we called him
Me: Unfortunately you won’t be eligible to apply right now sir, contact us back the day after you receive your wages and we should be able to process your application then
his whole attitude changes
C: YOU ARE F@&@ING JOKING ME!!!! I WAS TOLD I CAN APPLY FOR benefit THE MOMENT I GOT FINISHED!
he then proceeds to yell his current situation at me
C: I KNEW MY CONTRACT WAS FINISHING, SO I SPENT MY MONEY EXPECTING ME TO BE ELIGIBLE FOR benefit. I KNOW YOU CAN JUST PUT ME THROUGH FOR IT! SO JUST DO IT!!!
Me: Sir, I will hang up if you.. he interrupts me
C: I HAVE NO MONEY TO PAY MY RENT WITH! NO MONEY TO PAY MY BILLS! I DON’T HAVE ANY FOOD LEFT, AM I SUPPOSED TO JUST STARVE? THIS IS UNBELIEVABLE!!!!
Me: Sir, I will connect you to interrupts me again
C: NO! I WANT WHAT I AM ENTITLED FOR. YOU F&@&@&@ C&@&…..
I hung up, and left a note on his account about his behaviour. And sent his ineligibility letter to him with a huge smile on my face. He spent all his own money because he expected the government to pay him (even though the whole process takes 7 weeks or so), all while he was waiting for a pay check from his old employer.
I’ve dealt with people who I’ve felt really sorry for, as they were ineligible for very silly reason that I don’t agree with, but I liked telling this guy he wasn’t entitled for anything