Got a call the other week from a really nice customer. I’m customer service for an energy firm in the UK.
Person called up as they had left us as their supplier and wanted a refund of the remaining credit that they thought they had on their account. But this guy wasn’t in credit, they were in debit to us by £10 or so. Not a huge amount, no big, it’s payable.
M-me C-customer
M- hi you’re speaking to – at – company, how can I help you today
C- yeah I’m calling for a refund on the credit on my account. Should be about £300 there.
M – Well sir you are in fact in debit as of your last bill. You have smart meters fitted so we are billing you for exactly what you use as well.
C – well I spoke to someone a few weeks ago and they said I’m £400 in credit
M – looking at your bills, you’ve never been that amount in credit. You’ve actually been in debit alot.
I checked the previous call notes and there was no mention of this credit amount.
C – no, based on what that woman said to me a few week ago, by my calculations, YOU owe ME £300. So get it refunded now.
M – I’m not going to refund you for an amount that isn’t in your account sir, plus, if I told you you had 1 million in the bank, are you gunna take my word for it and spend stupidly, or check it yourself first?
C – I see what you mean but I haven’t been able to get my bills cause they’re online and my account is locked.
M – and did you not let us know if the issue to fix it?
C – well no why do I need to?
Stupidity ensued for the rest of the conversation as this guy swore blind he was due a £3/400 refund. Towards the end of the call was my favourite bit.
C – well I’m gunna take this complaint to the regulator and you will give me my refund
M – ok
C- are you not gunna try stop me? You’ll lose your job mate
M – no, if that’s what you wanna do then okay. I’m not gunna lose my job, you’re not gunna get anything from it except embarassment when you find that you actually owe us money.
The customer then flew off the handle swearing at me down the phone calling me every name under the sun so I hung up on him.
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