I haven't posted in a while, but I think this one seriously made me go.. what the heck... and still is.
Me = you guessed it.
EW = embarrassed woman (ew also describes her sense of honesty!)
Me: Good afternoon, my name is ShadedWings, may I have your account number please?
EW: ... <states number>
Me: Ok, and your name please?
EW: ... well.. it's complicated.
Me: (Your name is complicated? So many replies to that thought... gotta love sarcasm.) Alright, I'll see what I can help you with... may I just have your first name then?
EW: Mary. (Not actual name... but for sake of conversation, lets go with it)
Me: Ok Mary, what can I try and help you with?
EW: Well, I'm actually very embarrassed... when I get my mail I usually just open them all up at once and sort through them after. And. Well. Iaccidentallyopenedmyneighbor'smail.
Me: Hmm. I do see that we do have this person's mailing address slightly off for some reason. That can happen due to typing error sometimes on the representative's part when changing mailing addresses or opening accounts.
EW: I'm so embarrassed though, because (whispers) now I know he has a past due amount on his electric!!
(gasp, horrors, oh the world will end!)
Me: I see where that could be a bit embarrassing...
EW: Yeah, well, can you just fix it?
Me: (Uh huh, here's the snag.) Mmm... I'm afraid not. We cannot change any information on an account without the account holder's permission. Unfortunately that still stands even if it's wrong information.
EW: But.. what... just send him another bill!
Me: If I do that, it will just go to you. All you have to do is maybe put a little bit of tape on the envelope, maybe a note saying sorry you opened it and -
EW: I CAN'T DO THAT!!!
Me: Ok.. why not?
EW: I've SEEN his BILL! I'm too embarrassed to do that! I'm NOT giving him his mail! Just send him another!
Me: (At this point, I can see it's going downhill... and it would be easy to fix, and an understandable thing to fix since it's an obvious mistake... but laws are rules.) Give me a moment to chat with my supervisor and see if there's anything I might be able to do here.
(I get a sup on the secondary line...)
Sup: Nope, can't do it. Not unless he calls in himself to change it. It's stupid but it's his info not hers.
Me: *sigh*
(Goes back to EW.)
Me: I'm really sorry ma'am, but there's nothing I can do until he calls in himself. All you have to do is maybe just stick it in his mailbox, even without a note -
EW: NO!! This is BULL****!! I am NOT giving him his MAIL, it is NOT MY responsibility!! I've spent 20 minutes of MY TIME to try and fix this and I just CAN'T do that, I WON'T!
Me: I'm really sorry, but there's honestly nothing we can do until -
EW: I'm NOT. GoodBYE. *click*
Me:...
To make a long story slightly shorter than it would be otherwise, I called the sup back and explained the end of the call, and she gave me permission to give the account holder a call out. Unfortunately, no one answered and I had to just leave a message on the machine. I never even got to the part to explaining to the lady that it's a federal offense withholding someone's mail from them, much less tampering/opening when it's not yours. I'm sure someone could overlook opening - I know I have - but flatly refusing to hand over something that's both your property and time-sensitive as well? Gah. As far as I know the guy hasn't called in yet to find out what the message on his machine was about, but I have a feeling that he'll be more pissed off to find out that she refused to hand over his mail that had a disconnection date on it than just the fact that she had opened it. I'm just waiting for the lovely notes on his call-in.
Me = you guessed it.
EW = embarrassed woman (ew also describes her sense of honesty!)
Me: Good afternoon, my name is ShadedWings, may I have your account number please?
EW: ... <states number>
Me: Ok, and your name please?
EW: ... well.. it's complicated.
Me: (Your name is complicated? So many replies to that thought... gotta love sarcasm.) Alright, I'll see what I can help you with... may I just have your first name then?
EW: Mary. (Not actual name... but for sake of conversation, lets go with it)
Me: Ok Mary, what can I try and help you with?
EW: Well, I'm actually very embarrassed... when I get my mail I usually just open them all up at once and sort through them after. And. Well. Iaccidentallyopenedmyneighbor'smail.
Me: Hmm. I do see that we do have this person's mailing address slightly off for some reason. That can happen due to typing error sometimes on the representative's part when changing mailing addresses or opening accounts.
EW: I'm so embarrassed though, because (whispers) now I know he has a past due amount on his electric!!
(gasp, horrors, oh the world will end!)
Me: I see where that could be a bit embarrassing...
EW: Yeah, well, can you just fix it?
Me: (Uh huh, here's the snag.) Mmm... I'm afraid not. We cannot change any information on an account without the account holder's permission. Unfortunately that still stands even if it's wrong information.
EW: But.. what... just send him another bill!
Me: If I do that, it will just go to you. All you have to do is maybe put a little bit of tape on the envelope, maybe a note saying sorry you opened it and -
EW: I CAN'T DO THAT!!!
Me: Ok.. why not?
EW: I've SEEN his BILL! I'm too embarrassed to do that! I'm NOT giving him his mail! Just send him another!
Me: (At this point, I can see it's going downhill... and it would be easy to fix, and an understandable thing to fix since it's an obvious mistake... but laws are rules.) Give me a moment to chat with my supervisor and see if there's anything I might be able to do here.
(I get a sup on the secondary line...)
Sup: Nope, can't do it. Not unless he calls in himself to change it. It's stupid but it's his info not hers.
Me: *sigh*
(Goes back to EW.)
Me: I'm really sorry ma'am, but there's nothing I can do until he calls in himself. All you have to do is maybe just stick it in his mailbox, even without a note -
EW: NO!! This is BULL****!! I am NOT giving him his MAIL, it is NOT MY responsibility!! I've spent 20 minutes of MY TIME to try and fix this and I just CAN'T do that, I WON'T!
Me: I'm really sorry, but there's honestly nothing we can do until -
EW: I'm NOT. GoodBYE. *click*
Me:...
To make a long story slightly shorter than it would be otherwise, I called the sup back and explained the end of the call, and she gave me permission to give the account holder a call out. Unfortunately, no one answered and I had to just leave a message on the machine. I never even got to the part to explaining to the lady that it's a federal offense withholding someone's mail from them, much less tampering/opening when it's not yours. I'm sure someone could overlook opening - I know I have - but flatly refusing to hand over something that's both your property and time-sensitive as well? Gah. As far as I know the guy hasn't called in yet to find out what the message on his machine was about, but I have a feeling that he'll be more pissed off to find out that she refused to hand over his mail that had a disconnection date on it than just the fact that she had opened it. I'm just waiting for the lovely notes on his call-in.
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