So for a bit of context, I work for a utility company and the bulk of my calls are in Spanish. Usually everyone is nice or at least neutral. The most difficult thing is explaining concepts to people who have moved here recently and don’t understand things that many of us take for granted. But this guy was just beyond obtuse.
Me: introductory blah how may I help you?
Customer: “I received a bill and it’s got a charge on it I don’t understand.”
Me: “okay sir I’d be happy review that charges with you. It looks like you closed your account November 18th, is that correct?”
C: “Yes I did and I made my last payment. Now I’m being charged again with an extra charge. I want this fixed immediately.”
I looked over all his bills, and something that happens frequently is people thinking they’re paying the full balance when they’re just paying the current month’s charges. This guy had exactly that happening and also when his account was closed a final bill was generated with the charges for the partial month. I explained all this and…
C: “This isn’t fair, I’m not behind I made all my payments and I have the receipts to prove it!”
Me : “Sir, as I’ve said multiple times, there’s no dispute that you made THOSE payments but there are charges due for the days after those payments. That’s where the total comes from. I don’t know how else to explain this to you because you aren’t listening to what I’m saying.”
**customer starts swearing a bit in Spanish but not at me. Basically saying “this is bullshit” and such.”
C: “Where can I go?!”
C: “Where can I go to show all my receipts and prove I made payments, so I can complain to someone!”
Me: “Sir, there is nowhere for you to go. You used electricity during this time frame, which you agreed you did, and you were charged for it. I don’t know what else you want me to say so…is there anything else I can help you with?”
C: “You’re doing this because I’m Hispanic!”
Me: “Sir, I am also Hispanic. I’m doing this because you used electricity and don’t want to pay for it.”
C: “Fine, I’m not paying and you can come and take the meter if you want.”
Me: “That is your choice sir. Anything else I can help you with?”
At this point he started yelling more and basically said “fuck this” and hung up. I felt bad that he was confused but this happens so often. We know what we’re doing, we’re heavily regulated, and don’t need to nickel and dime customers for the 13 days of service they used.
Also the implication that there’s some kind of racism or discrimination going on from someone who’s in the same group you’re saying is being punished; that really grinds my gears.