Sometimes, you really need to break it down into simpler terms.

I work for a large credit card company in the risk department. If your account is closed or your limit is reduced we get to have a conversation about it.

I received a cold transfer call from our customer service line. Our dear (former) customer had his account closed for inactivity. We’ll call him Richard.

A side note, they should not have transferred the call but I typically just take it anyway since it is usually a pretty quick conversation. This call was not a fast or pleasant one.

Richard: I don’t understand why you people would close my account just because I haven’t used it in a few months. I’ve been with you people for years and this is how I’m rewarded for my loyalty?

Me: I understand it is frustrating to have the bank close your account, however I do notice that you haven’t used the card since you first got it in 2017.

Richard: So? Why does it matter if I use the card?

Me: Sir, it costs money to maintain your account, it doesn’t make sense for the bank to spend money on an account not being used.

The conversation became circular and he kept bringing up the same arguments over and over. The call was about 15 minutes, which is about 10 minutes above average for me.

We had calls in queue so I decided to use my ‘end the call’ statement.

Me: Richard, [Bank] is a business and we are in business to make money. It does not make sense for us to set aside money and pay to maintain an account that is not being used. I am sorry this is the outcome, but your account is closed and nothing will change that.

He complained a little longer and ranted about how he will never do business with us again and losing him as a customer was a big mistake.

Some people will call in, ask a question, then completely disregard the answer if it is not the one they want.

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An assortment of illogical customer responses

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