Helen is one of the first calls I received. Barely after I finish my opening, she asks for my name again and asks me to spell that out. Already a sign this was not going to be a pleasant call.
She immediately launches into a story about how a company did not deliver all of her order and that they were saying it was out of stock. Instead of giving her a refund, they offer a choice to order something else that was in stock or to wait for her order. Understandably, Helen doesn’t accept that and that’s why she’s calling us to dispute the charge.
I advised her the standard, “We recommend contacting the merchant first to resolve the issue as it can result in quicker assistance” and she interrupts me several times by saying she did. Okay, fine. I tell her that a dispute can be setup if she is not able to get this matter resolved directly with the merchant but that we would need additional information from her. She asks what the downsides of opening a dispute would be. I said it can take several weeks to investigate and it could affect her relationship with the merchant.
I must’ve said something wrong because she starts pushing more questions and seemed somewhat offended with me. One of the last questions she asked me was whether a merchant could take back a credit from us. I told her the truth: Merchants have the right to respond to a dispute and can provide supporting documentation in their defense .
Helen does a 180 on me and immediately asks for a supervisor. I start saying that I would check and she cuts me off and says “What? WHAT DID YOU SAY TO ME?” and I repeat myself. With her change in tone, I apologize to her and she just scoffs and says, “I’m just trying to give you feedback to improve your customer service because I’ve been with you for a long time and I’ve never had anybody speak to me like you did”. She then demands my employee information and I said I would provide it to her and asked if I could place her on a brief hold to check with a supervisor.
Helen: So you can hang up on me??
Me: No, I wasn’t going to hang up on you. I was just asking to place you on a brief hold to see if my supervisor is available.
Helen: I want your ID first.
Me: Yes it’s 123456. Miss Helen, I do apologize, I was only trying to assist you. I didn’t mean to upset you.
Helen: I know, but if you want some advice from me (I didn’t), you shouldn’t say something like that. That’s not good customer service and I know customer service.
Me: I’d be more happy to assist with setting up the dispute still if-
Helen: I don’t want your help, GET ME YOUR SUPERVISOR
I apologized and repeatedly told her I’d be more than happy to assist her with her dispute but she wasn’t having it. I told her I could arrange for a callback from a supervisor and she said she would call back and talk to somebody else and hangs up. When I accessed her account later to leave a note, I noticed she never called back. She’s not the worst person I dealt with but I was shocked at how a call that seemed like it was going to be fine escalated so quickly. I did notice she had said “she wanted a refund” rather than “I’d like to dispute” early in the call and it’s possible she was expecting us to credit her back rather than dispute.
submitted by /u/Emerald-Avenger
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