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Why should I pay for a phone I don’t have!

So this was a little while ago but its one of my best remembered stories. I work for a partner of a big mobile phone network here in the UK, we don’t bill customer directly but we do sell them the contracts

CL = Crazy lady

CL: hi, I dropped my phone while I was getting out of the car and it’s broke. What do I do about this?

Me: I’m sorry to hear that, let me see if you are due for an upgrade….. It looks like you only upgraded to that phone a couple of months ago. Did you take out any insurance

CL: No I didn’t

Me: okay, so you have two options, you can either buy a phone outright or pay to upgrade your contract now which would be roughly £***

CL: But is it not covered under the warranty?

Me: I’m sorry but only manufacturer defects are covered under the warranty. Customer damage would not be covered.

CL: Well what am I supposed to do without a phone!!!

Me: what I can suggest at the moment is *repeat what I said above*

CL: Well I can’t afford that so I want to cancel my contract!

Me: you do have 17 months left in your contract and you haven’t finished paying off the phone so if you cancelled now then you would have to pay early termination fees. Which would be roughly £***

CL: *Now shouting * THAT’S RIDICULOUS! I CAN’T AFFORD THAT!!! WHY SHOULD I PAY FOR A PHONE THAT I CAN’T EVEN USE!!!

Me: I am sorry but it isn’t our fault that you dropped your phone and we do offer insurance when you take out the phone.

CL: WELL I’M NOT PAYING YOU A PENNY. I CAN’T EVEN USE THE SERVICE WITH NO PHONE. I’M CANCELLING MY DIRECT DEBIT!!!

ME: I understand why you are frustrated (explain why she has to pay again) but if you cancel your direct debit then it will be down to *mobile network provider*’s discretion on what they decide to do going forward.

CL: THEY CAN TAKE ME TO COURT FOR ALL I CARE. I HAVE NEVER DEALT WITH SUCH AN AWFUL COMPANY IN NY LIFE! (insert shpiel about how she has been a customer since she was in utero) I WANNA SPEAK TO A MANAGER.

Me: explain how speaking to a manager will make no difference

Obviously customer insists that she get to speak to my manager so I advise that my manager will call her back. Manager calls back and the note she left later on basically said

‘called and explained to customer that we do not cover customer damage and reiterated options *me* advised earlier. Customer accepted and hung up’

We never heard from her again so I assume she felt defeated when my manager basically told her the same thing.

What do you think?

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I don’t work for the credit bureau ma’am.

I’m not sure if he just doesn’t understand how paying with a card online works or what