Someone else’s post reminded me of this. I work for a large energy company.
Woman calls in. Apparently the account was put in her name when someone passed away. It needed to go into a trust name. I’m assuming she didn’t understand (wasn’t listening) when the rep asked her what name to put it in and she agreed to put it in hers in the interim. So, onward to my pleasant conversation with her.
CUST: Yes, I got a COLLECTION notice for an account that shouldn’t even be in my name. Take it out of my name right now or I’m going to sue you people. Account number is 0000000.
Me: Thank you so much, I apologise for any inconvenience this has caused. Let me just take a look at the account.
The account is in her name, but it’s closed. We only send closed accounts to collections.
Me: Okay ma’am, it looks like this account is already closed. You’re receiving collections letters for an outstanding balance.
CUST: THIS ACCOUNT SHOULD HAVE NEVER BEEN IN MY NAME. I AM NOT PAYING AS LONG AS IT’S IN MY NAME. IT SHOULD BE IN TRUST NAME. FIX THIS RIGHT NOW.
Me: I apologize. It looks like we were waiting on some documentation from you for verification of the trust, but we didn’t receive what was needed. You’d need to send it again.
CUST: I SENT YOU EVERYTHING. YOU HAVE IT ALL. CHANGE IT NOW.
Me: As I explained, we don’t have what we need. You need to send it again.
CUST: WELL YOU CAN TALK TO MY ATTORNEY. ILL GIVE YOU HIS NUMBER AND YOU CAN CALL HIM AND HE WILL FIX THIS. IM SUING YOU PEOPLE. I WONT PAY AS LONG AS IT’S IN MY NAME.
Me: If you choose not to pay, that’s fine, but it will affect your credit score. I cannot call your attorney because this is an inbound call center. He can give us a call to sort this out.
CUST: literally screeching FUUUUUCCCKKK YOUUUUUU!!!!!!! click
I felt bad at first because maybe she misunderstood the process, but damn.
Edit: Eventually saw that customer was from my trashy ass hometown. Explained a lot of the aggression.