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OH..REAAAAALLLLY? (This almost never happens)

I currently work for a call center in a financial project..
this is truly the most hilarious experience I’ve had in my three years of call center experience.
For the sake of this I will be “A” and the customer will be “B”

B: Calls to dispute charge insisting that the charges are fraud.

(It is a subscription charge for a very popular online company.)

A: “Okay, we can totally handle that for you. I’ll go ahead and select the past 7 months of charges you’re talking about and get those filed for you” .. “I wanna let you know that sometimes companies like this automatically sign you up for their membership program based on your recent orders.”

B: “NO. I haven’t purchased anything from them in so long, and I didn’t do this…”

*selects charges blah blah blah* At this point the normal procedure for fraudulent charges is to deactivate the current card and reissue a new card with a new number. I let the customer know the block/reissue disclosure, or tried to. She let me tell her about deactivating the card and then the real anger happened.

B: “NO. You are not shutting my card off. I use this card with multiple service providers who bill me automatically. I don’t think you know what you’re doing. Last time they filed my claim without deactivating and I want you to do that.”

A: “I do apologize, however, due to the nature of these charges we would have no other way to file this. This is to protect your finances from someone who may have obtained your card number to make these purchases.”

B: “Absolutely not. I guess you need to find me a supervisor”
Knowing I’ve done everything I could possibly have done I checked with my supervisor…If you work call center.. you guessed it… 24/48 hour call back. I let her know…

B: Okay, I’m sick of you. I’m calling back and I’m bypassing talking to you. I’m done. You’re not helping, you’re not listening.

A: I do apologize you feel that way, I hope you have a great night.

* Two hours later *

Did my opening lines….
B: OH NO. You’re the one I talked to earlier….(totally disappointed to be hearing my voice) welll… oh well…. you were right I called “subscription company” and they won’t refund me… it was signed up with my purchase…

A: *surprised voice, pretending I didn’t try to explain that to her as a possibility previously* OH?! Okay, absolutely. Well, now that we know that this is in fact due to a subscription with your purchase we can file this differently and we won’t have to deactivate your card.

What do you think?

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