We have recently upgraded our billpay system, and the calls have been off the wall.

I’m in lending, but have been voluntold to help out with general service because call volume has been off the wall. This is like a collaboration of everything I’ve been sitting on this week.

Me: Hello thank you for calling x, who do i have the pleasure of speaking to?

Account Holder: I’m Account Holder (AH) and you guys really have me fucked up with this new system! Really fucked up!

Me: I’m so sorry to hear that sir, may I have your account number to better serve you?

AH: Of course you would ask me for that! I don’t have it!

(Did you forget you were calling your bank?)

Me: That’s okay sir, I can look it up with your SSN.

Cut to later…

AH: And you guys didn’t tell me ANYTHING about this coming up, so now my mortgage is going to be late since you’re sending it by mail instead of electronically like it was before!

Me: Yes sir, I understand. During the transfer of accounts some companies were ineligible to automatically be sent electronically, so the first payment has to be a paper check. But please know that we have had it in our hold music, sent out e-mails, letters and updates on our website for the last 3 months that these changes will occur.

AH: Well I didn’t see it! And now my mortgage is gonna be late! What are you going to do about that?

(Mind you, if they called Monday after the changes occurred, we could have walked them through and had it there on time, but of course they waited until the day before to call lol)

Me: Well sir, I can see who your lender is and we can see what alternative payment options they have. If needed, we can write a letter explaining the technical difficulties so that any late fees or penalties might be waived.

AH: I don’t want to do that!

Me: Well sir, I’m not sure what else we can do for you for this month. But I’d be happy to show you how to set it up so it goes out on time in the mail next month.

AH: No! Just go to the top and tell them that you fucked me up! And tell Trump to go to hell too! *hangs up*

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I’m starting to think these people are having us on…

I just don’t understand