Why did a refund make my balance higher?

Working for one of the big US cell carriers, I’ve come to realize how many Americans can’t do math

Enter the Karen who’s spoke to two reps before me about her balance increasing after either requesting a refund or having her bank chargeback a double payment in Jan (I didn’t comb the notes enough to figure out which)

After gathering all of the above info going thru notes and payment activity, I explain this to our Karen who then repeatedly asks me how her getting the money back from one of the payments resulted in her account balance increasing by the same amount. Eventually she asks for a supervisor because I’m not listening to her question that I answered multiple times

Enter the supervisor that answers my call who after hearing the situation says “Well, what did she think was going to happen?”

I guess it’s good that at least two out of three of us can do basic math

submitted by /u/Gloverboy6
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What do you think?

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No one wastes my time or calls my wife a liar! ~super entitled people~

Just had another one of these frustrating calls