I hate this job with a burning passion. Every call it’s the same thing and you have to fight tooth and nail to talk customers who don’t want their expensive into staying and when you have to cancel you get hit on your performance and you smooth talk them into staying and they call back to cancel, you still get hit. It’s bull.
Fast forward to one of my calls. I had a call from the account holder’s daughter who said that she called in June to cancel her parents’ service because both of her parents died of Covid-19. Lo and behold, her TV, internet and phone service is still active. The account had an imprint of the retention rep who pulled up the account and had his name and employee number but he left no notes on the account. The date matches the date which she initially called. Guess who has to cancel. The person unfortunate enough to take the call and get a hit because some moron wanted to avoid getting a hit. The service added up to $320 a month. Customer was auto charged every month. And this is almost 6 months of service. You do the math. Customer demanded a refund as this was being taken out of her estate. There was no way management would approve an $1800 credit so I had to reverse as many charges as I could to get their money back.
In these situations if the representative was caught he would get a final for his first offense and terminated on the second offense. Here’s the worst part. He’s in our call center, so we are not allowed to report him. So for now they let him get away with screwing me over and the customer over.
I get these calls at least twice a week now in the Covid era from people in our call center. If you so much as mention that the account holder is dead then they won’t cancel the account because “the dead won’t know”. It’s effed up.
This job pisses me off.
submitted by /u/Cyndikate
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