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But she didn't AUTHORIZE it!
Ok, little background info: I work as a customer service agent in a call center, we provide service for internet companies. Don't deal with public or in-store customers, just by phone and email.
I sit at the front of the office, I'm the receptionist/secretary/assistant to the VP--yay, me...
Since I sit in the front, I hear all the calls, and get to listen in on the bi***ing by the other reps when they get sucky customers.
So this one customer called 4 times, and each time, an agent HAD to disconnect because of her cursing and yelling.
Finally the phone rings again and I state to the general office "if it's that same lady, I'LL take the call."
It was her. The agent who answered transferred the call to me. The lady (using that term VERY lightly here!) wouldn't let me verify any information-she was irate and didn't want to listen to anything. Finally I got her name, pulled up the account, and attempted to verify the rest of her info. The problem is, she signed up for a membership with her husband's name, and her MOM'S bank account number. (Can we say "hello?!")
On all the prior calls, she was told we could only speak with the bank account holder, who happens to be her Mom, and also there's no refunds. This is in the terms and conditions that you're SUPPOSED to read BEFORE you sign up.
I asked her point blank if she's the bank account holder, she said no. I asked for the bank account holder, she puts her mom on the phone. Her mom is also irate and very upset. Wants a refund. I explain to her there's NO refunds, per the website and terms and conditions where her DAUGHTER signed up.On every application, we ask for personal info-name, address, email, bank account info, BUT NOT social security numbers because we don't run credit checks-this is JUST a membership. I asked the mom if her daughter had permission to use her checking account and she said 'yes.' I then advised her that her daughter did have 3 BUSINESS days from the day she applied to call us or email us back stating she changed her mind and we could have VOIDED the debit transaction and she wouldn't have been debited at all. That's not good enough. She said we should have called her to verify she wanted the debit. So I'm trying to explain nicely that NO we don't or can't call every single customer to verify. Plus it would've been the DAUGHTER'S phone number since SHE'S the one who signed up.
We then go back to the 'but I didn't authorize this.'
Around and 'round for 20 minutes with the mom saying she didn't authorize this and neither did her daughter. They want a refund. I explained again there is NO refund. Finally, to end the back-to-back phone calls, I said very nicely, 'your daughter signed up with YOUR bank account. she had your permission. she used HER HUSBAND's NAME, nothing of her own, it's HER responsibilty to read everything BEFORE she signs up. So, who's responsibile for this again?
The bank account holder finally got it.
I sit at the front of the office, I'm the receptionist/secretary/assistant to the VP--yay, me...
Since I sit in the front, I hear all the calls, and get to listen in on the bi***ing by the other reps when they get sucky customers.So this one customer called 4 times, and each time, an agent HAD to disconnect because of her cursing and yelling.
Finally the phone rings again and I state to the general office "if it's that same lady, I'LL take the call."
It was her. The agent who answered transferred the call to me. The lady (using that term VERY lightly here!) wouldn't let me verify any information-she was irate and didn't want to listen to anything. Finally I got her name, pulled up the account, and attempted to verify the rest of her info. The problem is, she signed up for a membership with her husband's name, and her MOM'S bank account number. (Can we say "hello?!")
On all the prior calls, she was told we could only speak with the bank account holder, who happens to be her Mom, and also there's no refunds. This is in the terms and conditions that you're SUPPOSED to read BEFORE you sign up.
I asked her point blank if she's the bank account holder, she said no. I asked for the bank account holder, she puts her mom on the phone. Her mom is also irate and very upset. Wants a refund. I explain to her there's NO refunds, per the website and terms and conditions where her DAUGHTER signed up.On every application, we ask for personal info-name, address, email, bank account info, BUT NOT social security numbers because we don't run credit checks-this is JUST a membership. I asked the mom if her daughter had permission to use her checking account and she said 'yes.' I then advised her that her daughter did have 3 BUSINESS days from the day she applied to call us or email us back stating she changed her mind and we could have VOIDED the debit transaction and she wouldn't have been debited at all. That's not good enough. She said we should have called her to verify she wanted the debit. So I'm trying to explain nicely that NO we don't or can't call every single customer to verify. Plus it would've been the DAUGHTER'S phone number since SHE'S the one who signed up.
We then go back to the 'but I didn't authorize this.'
Around and 'round for 20 minutes with the mom saying she didn't authorize this and neither did her daughter. They want a refund. I explained again there is NO refund. Finally, to end the back-to-back phone calls, I said very nicely, 'your daughter signed up with YOUR bank account. she had your permission. she used HER HUSBAND's NAME, nothing of her own, it's HER responsibilty to read everything BEFORE she signs up. So, who's responsibile for this again?
The bank account holder finally got it.
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