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Had a man crying today

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I work in sales taking inbound calls, company does both mobiles and broadband. This guy was very slurred and muffled the whole time, so I’m paraphrasing to make the story readable.

M=me
C=customer

C called in on a number linked to an existing mobile account, and has selected his reason for calling as broadband sales. The mobile account is new, has a high end phone, and owes us £200 as he’s never paid a bill yet.

C says it’s his friends phone, and he wants to get a phone with us, already has broadband with us. For some reason I suspected this mobile account is his, and friend doesn’t exist.

So I start to look for his broadband account, asking for his details to find it. He explains his friend has the same birthday and christening date. Keeps asking if I understand. I respond with okay, I understand that, but I don’t understand how it relates to your broadband account. He says something about twins.

On finding bb account, sure enough, same details as the mobile account. It’s also been cancelled, likely due to non payment. Verify him on it and then move on to verifying him on mob account. I even ask “so the phone your calling from is in your name?” Which he says yes, since he’s already forgotten that he had been pretending to be a new customer.

Me: your account is in collections, because you owe us money, I can’t sell you a new phone at the moment

C: but I have been with you 5 years and I was promised an iPad or iPhone or S22 or laptop and I was promised if I pay my bills on time

Me: uhuh I understand that, but you haven’t paid your bills on time

C: repeats himself again

Me: yeah.. but you haven’t paid your bills on time so you cannot have a new phone

C starts crying

C: but my brother was murdered in the house…sob…he was murdered in the house

Me: I’m sorry to hear about that

C: he was murdered in the house and I have court on the 13th … So please can you do me this one favour, I need a phone or an iPad

Me: I’m very sorry to hear about that, but you need to pay your bills or I can’t sell you a new phone or iPad

This continues a bit till he accepts the topic of paying his bills so I put him on hold and speak to collections department. I explain I have made it very very clear he’s not getting a phone while hes in collections, he’s slurred and the BB account is noted as c being a vulnerable customer then transfer him through.

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What do you think?

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I think I was on the phone with a character from a soap opera.

Customer steals friends ID. Friend needs it to see dying relative.