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Today's bit o suck occurred in a three way convo between myself, a credit card company rep and a sucky customer who had signed up for our discount program online without, you guessed it, reading the bolded BIG print explaining that it is a monthly charge and by clicking "I Accept The Terms And Conditions" Button three times they are being signed up.
Usually what happens is a credit card rep will call up, explain they are helping Mr/Ms Suck-At-Reading resolve the issue. I explain to the credit card rep that they did approve the charge, they clicked three times, it's clearly stated on the page that it's a monthly charge and we have their customers ip number and email addy as prove that they did indeed sign up. CC Rep usually puts SC on line with us and has me repeat all of that info for SC before telling them that it does constitute a legally binding contract. At that point I usually offer to help them cancel and offer a month or so in fees back for their troubles. Usually they are very meek and apologetic by that point, realizing they now look like El Stupido for not reading the details.
Today I went through this with someone and at the end I did my offer to help them cancel and ask for a partial refund but this time when I started asking the SC for his information he refused to give me anything, not name, phone number, email addy, anything. Told me it was MY problem, I was supposed to KNOW all this automatically and he wasn't going to make my job any easier. Tried explaining about a dozen times that without his information there was no way to help him cancel or do a partial refund. He went ballistic. I guess he thought I had the ability to read minds as well as refund money because he is too stupid to read. He hung up on me and the CC Rep.
Usually what happens is a credit card rep will call up, explain they are helping Mr/Ms Suck-At-Reading resolve the issue. I explain to the credit card rep that they did approve the charge, they clicked three times, it's clearly stated on the page that it's a monthly charge and we have their customers ip number and email addy as prove that they did indeed sign up. CC Rep usually puts SC on line with us and has me repeat all of that info for SC before telling them that it does constitute a legally binding contract. At that point I usually offer to help them cancel and offer a month or so in fees back for their troubles. Usually they are very meek and apologetic by that point, realizing they now look like El Stupido for not reading the details.
Today I went through this with someone and at the end I did my offer to help them cancel and ask for a partial refund but this time when I started asking the SC for his information he refused to give me anything, not name, phone number, email addy, anything. Told me it was MY problem, I was supposed to KNOW all this automatically and he wasn't going to make my job any easier. Tried explaining about a dozen times that without his information there was no way to help him cancel or do a partial refund. He went ballistic. I guess he thought I had the ability to read minds as well as refund money because he is too stupid to read. He hung up on me and the CC Rep.
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