First post… Lemme breathe… Also, I’m on mobile, so bear with me.
Okay, so a bit of backstory. I work for a Texas Tollway as a 1st party call center Customer Service Rep., Id be happy to show off more of my stories if this one strikes your fancy, just let me know! While working at this job, I’ve come across many people who’ve had TONS of past due tolls, that just don’t seem to notice that they actually have to PAY for them. This particular time, it was early in the morning, around 8:30 or so, I’m working 1st shift, and my supervisors don’t arrive until 2nd, at around 9:30. Though, this morning, they had a meeting, so no one was present even after the 9:30 mark hit. Remember this for later into the story.
Phone rings, so I’s answering the phone with my best customer service voice:
“Hello, thank you for calling, my name is KalypsoEclipso, how may I assist you this morning?”
Immediately this woman (not a racist, but her voice gave me the impression of an old white woman) started shouting at me.
“You PEOPLE (venom) keep sending me this damned bill for OVER $2K AND I’M NOT PAYING IT! I’VE MADE IT CLEAR TO YOUR COMPANY THAT I CAN SUE YOU FOR HARASSMENT TOWARD DEBTS I DON’T OWE! I VOTED FOR TRUMP, I PAY TAXES, I WORK A 6 FIGURE JOB, I’M AN OUTSTANDING CITIZEN, I DON’T DESERVE THIS!”
As I’m supposed to, I let her address her concerns to me, then I get down to business.
“I’m super sorry to hear that ma’am. Here. Let’s see what’s going on to try and get these things taken care of for you, okay?”
She calms down a bit, but still goes on throwing threats at me.
“What’s your name? Give me your employee number as well, so I can prove there’s ONE person working for this scammy company that’s at least taking the time to listen to me.”
M: “Well, again my name is KalypsoEclipso, unfortunately we don’t have employee numbers, but if you’d like to use my name as reference for how I assisted you today, they can look up the notations on the bill you received using my name.”
It goes quiet for a moment, and pulling up my escalation chart while also pulling up our billing system to look up her bill.
M: “Okay! May I have your name? And the bill’s account ID number that was under the due date?”
“My name is Rachel Shay (obviously fake), and my account number is 123456789.”
M: “Okay! Awesome, thank you for verifying that with me Mrs. Shay, let me pull that up for you, can you very quickly verify for me the address in which the bill was sent?”
So she verifies for me, and I’m going over the dates and reasons why she could’ve gotten the bill. Now, a side note, making a account with our company is not rocket science, like AT ALL, we just ask that you maintain it, because the account is basically like a prepaid card. We can’t do anything to the account unless you say ‘go’, making it customer managed. With that thought trailing around my head, as if she could read my mind, she goes:
“I have an account with you people. And you pull $40 from my card every month so that I can ride on the tollway. I put my card there so you guys can do that, so why aren’t you!?”
M: “Ooh, that does sound odd. No problem, I’d be happy to help you take a look. Let me get your DL#.”
So I runs the number and pull up her account. Looking over it and having her verify, this woman hasn’t had an auto rebill from her card to the account since September of 2017! Her card had failed to rebill at that time, and her account went negative in October. So I gulp, knowing this is going to tick her off, and I says:
M: “Alrighty Mrs. Shay, it looks like your account had been negative since the 23 of October, 2017. We’re seeing here that the AMEX card you had on file failed to rebill September of that same year, and there hasn’t been a call, or customer input to update that information. I also want to remind you that accounts are self-managed, meaning, yes, we help you manage it, but it’s your responsibility to upkeep it.”
This is all on a script, not at all in any way am I being snarky to this woman, but she goes NUTS.
“WHAT DO YOU MEAN MY ACCOUNT IS SELF MANAGED!? YOU PEOPLE CHARGE MY CARD EVERY MONTH! THIS IS YOUR FAULT, BUT YOU’RE TELLING ME ITS MY FAULT!? THAT’S FUCKING RETARDED!”
Whoa. Okay. “Ma’am, as we like to keep things professional on our calls, I will have to ask you to refrain from using such terms. Failure to do so gives me the right to transfer you to an escalations supervisor, and they may not give you the liberties I am to help you take care of this.”
She goes quiet, so I continue. “So, at the moment, even with the outstanding amount of tolls, you do not qualify for a payment plan. This is because you have no received the “Habitual Violator” denomination, and your registration has not been blocked by the DMV.”
“WHAT DO YOU MEAN I DON’T QUALIFY!? I PAY TAXES SO YOU CAN BUILD THESE STUPID TOLLS! I PAY TAXES TO GIVE YOUR BUM ASS A JOB!”
“Ma’am, one more time after this and I will be forced to transfer you, please refrain from using such words.”
“Fuck you, you black n*****! Get rid of these tolls for me! Give me your name, and I’m going to sue your company, and GET YOU FIRED! ILL SIT ON HOLD FOR AS LONG AS YOU NEED ME TO, TILL HELL FREEZES OVER FOR SOMEONE TO TAKE MY CALL.”
REMEMBER, this is when I mentioned my supervisors were in a meeting.
“THE LONGER I SIT, THE MORE POSTS TO MY HALF A MILLION TWITTER FOLLOWERS I MAKE TO BERATE YOU AND YOUR STUPID COMPANY.”
So I sigh, “Yes ma’am, give me just a moment to try and get in contact with one of my escalation superv—”
“NO, I WANT YOUR DEPARTMENT SUPERVISOR. NOT AN ESCALATIONS FUCKWAD!”
“Okay, I understand your dilemma, I apologize my methods were not of use to you. Give me a moment to see where they are. I believe they’re in a meeting.”
“ILL WAIT AND RUN UP YOUR TALK TIME UNTIL YOU GET FIRED, N****!”
Now this lady is ticking me off, I’m shaking so much my anger wants to break through the dual monitors like this gifs of guys brofisting Pewds and breaking their screens. So I stand up and go looking. An escalations supervisor comes to me before I go too far and laughs.
“I heard everything. Where does she think she’s going acting like that? Suing us because she can’t maintain a credit card? She wouldn’t have over $2k in tolls if she stayed off the tollway…”
So my escalations sup takes my headset, puts on the Two-way, and hands me the other end.
There’s a button on the receiver that makes a psuedo dial tone, so those on the other end think they’re being connected to someone else. After the dial tone, she answers:
“Hi, my name is Amy (fake name, obviously, also the escalations sup is also the manager straight from the company, right under the vice and CEO), I’m your supervisor for the morning, what seems to be the issue.”
The lady is crying. What the fuck!? This woman just flipped a dime!
“KalypsoEclipso was very mean to me… I-I… I pay my taxes, I’m an outstanding citizen, I make sure all my things are taken care of… But she was belittling me, calling me all sorts of names! Saying that she would hang up on me if I didn’t “calm the fuck down”, just being irate! I just want these tolls to be taken care of for free, cause I have an account, and she’s trying to tell me it’s self-managed, and my account went negative because you people failed to pull from the card… I’m trying to take care of my mother and she’s been on death row since January (the time of the call was Sept 22, 2019), and I don’t have the money for $2k in toll fees, I just can’t!”
Amy looks at me and muted the phone, starting to laugh. “This woman is crazy.”
“Okay, Mrs. Shay, is it?”
W: “Yes ma’am, Ms. Amy…”
“Well, looking at the account, and I’m going to ask you to let me finish giving you the rundown before you ask any questions, okay?”
“Looking at the account, KalypsoEclipso was right. Your balance in the account has been negative for quite some time. Because of this, your sticker hasn’t been able to be read, and therefore, all these bills piled up. Now, since these bills are years old at this point, they’ve been sent to our collections agency, meaning the fees cannot be waived, and also, some even have been sent to the Department of Public Safety, due to increased amounts of violations here. It seems that for these invoices I’m seeing here, there will be 64 citations written up for your appearance in court by the end of the month. Failure to appear in court will cost you extra. Court costs, the balance IN FULL with NO NEGOTIATIONS on price due to our company by the end of October, as well as, if even that isn’t taken care of, a warrant out for your arrest, that would be because the DPS has seemed you dangerous for riding unpaid on the tollways. Continuing to ride on the tollways with this outstanding balance also inflicts a ban, punishable to about… Mmmm… $500 in fines each time you’ve ridden on the tollway since your negative balance. If you feel that KalypsoEclipso was being rude in this endeavor, I can assure you, I will take actions on making this right between her and the company. However, these are things you still owe.”
It goes quiet for a minute, the woman is blowing hot air through her nostrils or something on the other end.
So then Amy says:
“Will that be Discover, MasterCard, AMEX, or Visa?”
And the phonecall ended.
TL;DR: Woman threatens to sue and get me fired over her own negligence, gets told off by head of my department and hangs up.