I work for a large credit card company and close accounts and reduce limits. As a result I get to speak to some incredibly passionate people.
Today’s subject will be called Anne. Anne was upset because her charging privileges had been suspended due to non payment. Her account was also at risk of being closed for this same reason.
When reading our conversation, keep in mind that she is speaking in an elevated voice the whole time. Any caps are just her screaming nearly unintelligibly. I had to listen to the call afterwards to determine the whole transcript.
Anne: I don’t understand why y’all would do this. I was only late one time and I still don’t know how it happened. If I get a bill I pay it!
Me: Well ma’am we’ve actually gone about 5 months without a payment so that’s why your account has been suspended. I’d also like to note that we’ve been sending you statements regularly and the mail wasn’t returned to us. Do we have your correct address?
Anne: It’s not my fault I’m not getting my statements! It must be a problem with the post office. What are you going to do to fix this?
Me: Right, I’m sorry to hear you may be having an issue with your post office. I also see that you’re registered for the online account center and you were able to successfully log in a couple weeks ago after a charge declined. Were you –
Anne: NOW YOU LISTEN HERE FUCKING IDIOT BOY. I PAY MY BILLS BECAUSE I AM AN AMERICAN AND IT IS NOT. MY. FAULT. IF I AM NOT GETTING MY BILLS!
Me: Ma’am I want to help you but I cannot if you use that tone or that language. Please keep it professional going forward. We have been sending you your bill, so it is not our fault either. We simply ask that –
Anne: No, FUCK. YOU. moron! I demand you fix this! You’re all just a bunch of scammers.
Me: I am sorry that you feel this way. Earlier I did ask you to keep the call professional, so I’m sorry in advance but I’ll be hanging up now. Thank you for your call.
I terminated the call, left my notes and thought that’d be the end of it. Oh, how wrong I was.
She proceeded to call 19 more times that day. She spoke with everyone on my team who all told her the same thing, and all terminated the call due to her abusive behavior. We escalated this to our customer relations team who proceeded to block her number from my team.
She eventually did make a payment, however that payment subsequently returned and the account later closed due to its delinquency. It’s also interesting to note that her husband’s account closed for that same reason.