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Biblically Pissed Off
I have never been so pissed off at a customer in my entire life.
A little background here, I work in business financial services for a cell phone company. I take payments and try to keep businesses from getting suspended by calling them and setting up payment arrangements. When someone gets suspended, we charge a $25 restoral fee per line, I guess as a punishment of sorts. Consumer accounts need to pay by their due date, but businesses are allowed to be something like 55 days past their due date before they will suspend.
Then there's this guy. He has a business line. It's his personal phone, we all know this. He calls in if his bill is even a penny over what he thinks it should be. Now I'm not saying that if you think your bill is incorrect, you shouldn't call in. By all means do so. However, he's receiving a 50% discount on his rate plan, 200 bonus minutes, free detailed billing and free nights and weekends. He's paying around $68 for a plan that should cost well over $150. Every time he calls in, he's screaming, saying he should be getting another feature for free, even though there's no notes on his account supporting this. His excuse? Apparently no one that works here knows how to notate accounts, or we selectively note certain things and leave others out just to piss him off later about it.
He complained we were lying until he got a $2 feature for free. He said that his neighbor stole his Palm Treo we mailed him so he needs another one, until we pointed out that the one we sent him is the one he is currently calling us from. Everytime he doesn't like something about his service, we refuses to speak to tech support, he just demands that we (financial services) fix it right now or he'll write the FCC, the BBB, and any other website on the internet about consumer affairs.
Today was the kicker. Last month, we called him about 15 times before his suspension date. On all of those calls except for 3, his voicemail was full, and that's the only number we have to contact him at. He never called us back and his line was suspended. He called in, paid his past due, and went on his merry way. It's up to the associate as to whether or not he gets charged a fee in the business department. The only problem being that the person who took his payment didn't tell him she was charging him. She doesn't have to though, it's in the contract you originally signed with us, and it's on the back of the first page of every single bill we send you. So now, a month later, he calls in about this fee and wants it waived.
Now I remember this guy. I talk to hundreds, if not thousands, of customers a year, and I remember him from over 6 months ago based on how he treats me and my coworkers. So I stick to my guns. I tell him it won't be waived, it's been waived 6 times previously in the past year, it's part of his terms and agreements, done deal, right?
Wrong. He proceeds to tell me that a week prior to him suspending, someone called him and told him it would be ok for him to pay past his suspension date and no one told him about any fees. Now first of all, I have a big-ass calendar here with suspension dates in bold. Why on earth would anyone give him an extension and not note his account? All that is going to do is piss him off when his service is cut off. Second, why is it that any time there's something he disagrees with on his account, it's because we didn't note something? If that happens a dozen times a year, it starts to sound kind of fishy, especially since it's a part of our quality score to notate every single account we touch, even if it's silence when we pick up a call.
This escalates into a 20 minute call of him screaming and cussing at me. I've already gotten myself worked up before he even came on the line because I know who it is and I know it's going to be him screaming, so I'm shaking and have adrenaline rushing. I repeated the same thing over and over, he didn't like my answer so he said I wasn't answering his question. I tried all the tricks I know to get him off my line, like stressing that I can't waive the fee (you know, so he'll ask for a supervisor), and saying that I've answered all of his questions and if he didn't have anything else, I hope he has a nice day, etc, etc...
I could not get him off my phone.
Part of it is that I think this guy is a total asshole, so I don't want to waive the fee. Part of it is that I stupidly assumed he was told by my coworker what the fee was for when he paid it, but then I remembered how shady she is.
Finally, my lead, who sits right next to me, tells me to waive it.
This pisses me off more than anything!
Now the customer thinks he's won. Now he thinks that if he calls in and screams at another girl until she's about to cry, he'll get what he wants. Now he thinks that our rules here are flexible, and we can waive any damned thing we want.
I'm NOT going to speak to him ever again. If he calls on my phone, I will transfer the call. They do not pay me hardly enough to deal with this.
A little background here, I work in business financial services for a cell phone company. I take payments and try to keep businesses from getting suspended by calling them and setting up payment arrangements. When someone gets suspended, we charge a $25 restoral fee per line, I guess as a punishment of sorts. Consumer accounts need to pay by their due date, but businesses are allowed to be something like 55 days past their due date before they will suspend.
Then there's this guy. He has a business line. It's his personal phone, we all know this. He calls in if his bill is even a penny over what he thinks it should be. Now I'm not saying that if you think your bill is incorrect, you shouldn't call in. By all means do so. However, he's receiving a 50% discount on his rate plan, 200 bonus minutes, free detailed billing and free nights and weekends. He's paying around $68 for a plan that should cost well over $150. Every time he calls in, he's screaming, saying he should be getting another feature for free, even though there's no notes on his account supporting this. His excuse? Apparently no one that works here knows how to notate accounts, or we selectively note certain things and leave others out just to piss him off later about it.
He complained we were lying until he got a $2 feature for free. He said that his neighbor stole his Palm Treo we mailed him so he needs another one, until we pointed out that the one we sent him is the one he is currently calling us from. Everytime he doesn't like something about his service, we refuses to speak to tech support, he just demands that we (financial services) fix it right now or he'll write the FCC, the BBB, and any other website on the internet about consumer affairs.
Today was the kicker. Last month, we called him about 15 times before his suspension date. On all of those calls except for 3, his voicemail was full, and that's the only number we have to contact him at. He never called us back and his line was suspended. He called in, paid his past due, and went on his merry way. It's up to the associate as to whether or not he gets charged a fee in the business department. The only problem being that the person who took his payment didn't tell him she was charging him. She doesn't have to though, it's in the contract you originally signed with us, and it's on the back of the first page of every single bill we send you. So now, a month later, he calls in about this fee and wants it waived.
Now I remember this guy. I talk to hundreds, if not thousands, of customers a year, and I remember him from over 6 months ago based on how he treats me and my coworkers. So I stick to my guns. I tell him it won't be waived, it's been waived 6 times previously in the past year, it's part of his terms and agreements, done deal, right?
Wrong. He proceeds to tell me that a week prior to him suspending, someone called him and told him it would be ok for him to pay past his suspension date and no one told him about any fees. Now first of all, I have a big-ass calendar here with suspension dates in bold. Why on earth would anyone give him an extension and not note his account? All that is going to do is piss him off when his service is cut off. Second, why is it that any time there's something he disagrees with on his account, it's because we didn't note something? If that happens a dozen times a year, it starts to sound kind of fishy, especially since it's a part of our quality score to notate every single account we touch, even if it's silence when we pick up a call.
This escalates into a 20 minute call of him screaming and cussing at me. I've already gotten myself worked up before he even came on the line because I know who it is and I know it's going to be him screaming, so I'm shaking and have adrenaline rushing. I repeated the same thing over and over, he didn't like my answer so he said I wasn't answering his question. I tried all the tricks I know to get him off my line, like stressing that I can't waive the fee (you know, so he'll ask for a supervisor), and saying that I've answered all of his questions and if he didn't have anything else, I hope he has a nice day, etc, etc...
I could not get him off my phone.
Part of it is that I think this guy is a total asshole, so I don't want to waive the fee. Part of it is that I stupidly assumed he was told by my coworker what the fee was for when he paid it, but then I remembered how shady she is.
Finally, my lead, who sits right next to me, tells me to waive it.
This pisses me off more than anything!
Now the customer thinks he's won. Now he thinks that if he calls in and screams at another girl until she's about to cry, he'll get what he wants. Now he thinks that our rules here are flexible, and we can waive any damned thing we want.
I'm NOT going to speak to him ever again. If he calls on my phone, I will transfer the call. They do not pay me hardly enough to deal with this.
Argh I can't believe this. I am pissed off too, just reading that. And, like you said, now he's just going to keep repeating the same behavior, knowing it actually will get him what he wants. 
No sir I cannot and i won’t
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