ok I work in customer service for a well known wireless carrier-well for the next three days at least.(due to this we only hve oe manager and he is unable to take escalted calls, but he will call the customer back-ASAP) Our center gave away too many bill/equipment/ETF(early termination fee) credits and to cut costs-they moved our work to another center in a cheaper state-one where the entire staff of over 400 does not have english as a primary language. Which will lead to problems-due to xenophobes and communication issues.
that being said-onto the call that left me shaking and crying-and leaving work after only 45 minutes.....
SC-I would like to disconnect the number ending in xxxx.
ME-well I'm showing that line is under contract until 2009, so there would be an ETF.
SC-why is it under contract-we have done our two years!!!
ME-well it looks like you agreed to a contract extension of 1 year to receive extra anytime minutes-which is reflected on the last two invoices.
SC-We were told the minutes were to keep us from leaving, we were never told about a contract extension.(possibly true willing to work with them until....)
SC-we were called by customer service on april 17th and offered the bonus minutes, but were supposed to stay out of contract.(cs will not do this and it was done in store-which means there is a paper contract on file)
ME-Well I'm showing there was a payment made on april 17th through our automated system, and the contract extension was done at the store-and as stores and customer service have different systems there is no way for CS to have entered that extension, you would have to go to the store, as if there was a paper contract signed, I would not have access to it.
SC- it must have been the store that called us on the 17th then-check our phone records, you'll see a call from the xxx store on that day-we never signed anything.
ME-(I never said what store it was)Are you sure about that date?
SC-positive, there was x going on that day, and they interrupted me during y.
ME-The reason I ask is because the contract extension did take place at the xxx store like you mentioned earlier, but it was done on March 24th. You will have to take this up with the store manager, as they need to know if one of they're employees is extending contracts without the knowledge of the customer, they will be more than happy to fix this for you, as long as there is no paper contract on file.
SC-I'm not going to the store, I'm not paying the ETF, I never signed a contract on the 24th of March, the store called me on the 23rd, I want to speak with your manager!!!!
ME-unfortunately we do not have one available at the momment but I can tae your callback information and one will get back to you before 3 pm today.
SC-YOU ARE A F"ING LIAR!!!! I KNOW THERE'S A MANAGER THERE YOU GET THEM IMMEDIATLY!!!!!
ME-I will be happy to take your callback information, and give it to my manager, or cal the store and have their manager call you-the account will be noted with the information you have given me-including the fact that you've changed your story three times during this call.
SC-I NEVER CHANGED MY STORY!!!!!eleventy1111
ME-actually first you claimed CD called on the 17th, then when I told you it was done in a store, it was the store that called n the 17th, then after I informed you of the date of the extension your story changed a third time, plus you cursed at me-this is all noted in the account, now may I have your contact information?
SC-You're f'ing rude-I'll have you fired for this......<click>
<now entering-not my proudest momment)
ME-Actually I'll save you some time, my job is being outsourced in three days, so honestly I don't care anymore-
said to a dead line but still.........I feel kinda bad for that.
SC-
that being said-onto the call that left me shaking and crying-and leaving work after only 45 minutes.....
SC-I would like to disconnect the number ending in xxxx.
ME-well I'm showing that line is under contract until 2009, so there would be an ETF.
SC-why is it under contract-we have done our two years!!!
ME-well it looks like you agreed to a contract extension of 1 year to receive extra anytime minutes-which is reflected on the last two invoices.
SC-We were told the minutes were to keep us from leaving, we were never told about a contract extension.(possibly true willing to work with them until....)
SC-we were called by customer service on april 17th and offered the bonus minutes, but were supposed to stay out of contract.(cs will not do this and it was done in store-which means there is a paper contract on file)
ME-Well I'm showing there was a payment made on april 17th through our automated system, and the contract extension was done at the store-and as stores and customer service have different systems there is no way for CS to have entered that extension, you would have to go to the store, as if there was a paper contract signed, I would not have access to it.
SC- it must have been the store that called us on the 17th then-check our phone records, you'll see a call from the xxx store on that day-we never signed anything.
ME-(I never said what store it was)Are you sure about that date?
SC-positive, there was x going on that day, and they interrupted me during y.
ME-The reason I ask is because the contract extension did take place at the xxx store like you mentioned earlier, but it was done on March 24th. You will have to take this up with the store manager, as they need to know if one of they're employees is extending contracts without the knowledge of the customer, they will be more than happy to fix this for you, as long as there is no paper contract on file.
SC-I'm not going to the store, I'm not paying the ETF, I never signed a contract on the 24th of March, the store called me on the 23rd, I want to speak with your manager!!!!
ME-unfortunately we do not have one available at the momment but I can tae your callback information and one will get back to you before 3 pm today.
SC-YOU ARE A F"ING LIAR!!!! I KNOW THERE'S A MANAGER THERE YOU GET THEM IMMEDIATLY!!!!!
ME-I will be happy to take your callback information, and give it to my manager, or cal the store and have their manager call you-the account will be noted with the information you have given me-including the fact that you've changed your story three times during this call.
SC-I NEVER CHANGED MY STORY!!!!!eleventy1111
ME-actually first you claimed CD called on the 17th, then when I told you it was done in a store, it was the store that called n the 17th, then after I informed you of the date of the extension your story changed a third time, plus you cursed at me-this is all noted in the account, now may I have your contact information?
SC-You're f'ing rude-I'll have you fired for this......<click>
<now entering-not my proudest momment)
ME-Actually I'll save you some time, my job is being outsourced in three days, so honestly I don't care anymore-
said to a dead line but still.........I feel kinda bad for that.
SC-
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