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Im a customer services manager for a very large entertainment/ broadband company. Part of my job is listening to calls raised off to my by my agents in relations to complaints etc.
One of my agents had a customer on the line going mental about her daughter’s phone and broadband services being restricted for not paying. Customer claims the last person she spoke to said her bill would be cleared and she didn’t have to pay.
So I listen to that call and the customer is awful from the get go. Making fun of the advisor’s name (the name being merlin, she was making jokes about her being a wizard and how stupid her name was mainly), shouting at her for over an hour about how we’ve committed fraud because we won’t read her daughter’s bank details out on the call to her. She then starts going mad when the advisor tells her we couldn’t take payment, because 3 different credit cards were declined on the account in 3 different months. Abuse goes on for 1h 45 mins and I feel so bad for the advisor at this point…customer starts going mental that her daughter never has credit cards, again that we’ve committed fraud and she’s coming to the agents call centre to find her…
When the agent asks how we could possibly have committed fraud the customer puts her foot in it, goes into a rage and then tells her she let her daughter who’s only 17 go into the store and take the broadband contract with us and the customer knew she had to be over 18, how it was our fault and blah blah for not doing our checks and so on.
Her daughter came on the line screaming just as bad as her too.
Our customers need to be 18+ to have contracts with us, we run basic debt checks to see if they have defaulted accounts with us, but nothing more.
After raising the account off to the fraud team I had the pleasure of calling them back to tell them they were cancelled with immediate effect. Of course she started screaming at me, until I told her I wasn’t here to be screamed at, it clearly wasn’t up for discussion and that I’d be hanging up.
If she’d been nice and not acted like she was on a pedestal and untouchable then the services wouldn’t have been cancelled.
Don’t you love when loud mouthed Karen’s shoot themselves in the foot? 🤷🏻♂️
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