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Had a new teammate requesting help on an account that was showing as open in the system but the customer was asking if it was closed. Upon reviewing the memos, it showed it had been closed that day (but hadn’t updated yet).
We got to looking further in the memos and found this note:
CUSTOMER LEFT ABUSIVE MESSAGE WITH OCA AGENT. PERMISSION REQUESTED AND GRANTED FROM LEGAL TO CLOSE ACCOUNT AND PLACE 30 DAY CALL BLOCK.
We fired the customer and blocked their calls.
OCA is the department that protects customers when they feel they’re being discriminated against or treated unfairly. This person contacted them because the dispute they filed was found in the merchant’s favor, and they were so upset about it that whatever they said got their account closed permanently. And now they can’t even call us about it. So they were reaching out on chat to find out what happened.
Since it wasn’t my department that closed it, we weren’t the ones that had to tell them. Chat transferred.
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