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“If I get the iPhone 12 and it’s $1,000$ how much would it cost?” Customer doesn’t get math.

For quick background, I work for a Telecom company in the orders support team. Nowadays most carriers check your account history etc to determine if you qualify to finance a phone with them. It’s literally risk assessment for a loan. Today I got a call cold transferred to me from billing (?!?) and the customer wanted to know why she couldn’t finance a new phone. Her limit was lowered to $400 and she had a current limit of -$408, which was based on the phones she already was financing from before. I noticed the main reason it went down was because the bill was never paid on time.

I explained that meant she cannot finance a new phone because the approved amount it -$8.00, literally in the negative. For about 10 minutes, we went back and fourth with me trying to explain this means she must pay the full amount of the phone she chose.

Customer- “What if I put down a deposit?” Me- “Well there won’t be a deposit needed, just the total retail cost of the phone.” Customer- “If I get the iphone 12 and it’s 1,000$ how much do I pay today?” Me- “1,000$ ma’am” Customer- “Well what if I paid off another phone could I get a new one then?” Me- “Well since your available finance amount is -408$ it would cost you 8$ more to pay off the phones than it would be to just buy it outright.”

Then she asked to talk to sales. I don’t get how you can explain it to them in plain english and they still don’t get it! If you struggled to pay your bill you sure as anything don’t need an iphone 12. I get calls like this a lot but this one really made me shake my head!

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Customer had me searching for an order that wasn’t purchased yet lmao

Had my first death threat