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So I work in a call center for a large water delivery company. We get calls all the time from people who set their accounts up with their credit or their debit card for recurring payments. When you do that, if you get a new card or a new expiration date, the customer is supposed to let us know so we can update the information. A lot of times they don't. We call them, put a note on their invoice, ect, and also we refuse delivery until it is updated. Usually it's not a big deal. A lot of customers forget to do this and then their all confused when they call in because their card worked, so I usually just start by saying, did you recently get a new card or did your card expire? And they usually say, OH! Yeah, I'm sorry, let me update that, blah, blah. Over the last couple of weeks I have had these people with American Express cards who have this issue but haven't gotten a new card and when I check, the number we have is nothing like the one they have and they say that it's been a long time since they got a new card. I finally had a customer who told me that she talked to AmEx and they explained that if you get a new card, say because of fraud issues, they will cancel the old number but allow recurring charges to continue anyway for around 6 months. Not sure why, but it was nice to know and I've been passing it along to other customers.
So-today I get a call from a man who starts by saying that he has a fraud issue. I have heard this before. The corporate name of my company appears on a credit card statement so some people who are used to their own brand name get confused, so I asked him if he had water delivery service. He said, yeah, yeah with you guys, but you guys are charging a cancelled credit card. So I start to ask him questions and he just goes from zero to 800 mph, starts yelling that he's the customer and I have to let him speak. So I am quiet-and he asks if I'm still there. I finally got him to give me his account information and he tells me that AmEx tells him that they cancelled one of his cards because it was stolen but then he gets a bill from them saying that he owes on the cancelled card. So I take the card off his account, assure him it won't be billed again, but explain to him what happened. I then advised him to take up his issues with AmEx's billing policy with them, as we do not know whether a card is cancelled or not when the charge is not denied. He told me I was acting like the president saying it was BP's fault? So I let it go and told him I was sorry for the inconvenience, and he then went on a rant about how I shouldn't say I was sorry, I should just fix it and asked why we didn't call him like we always did before when his card was declined. I explained-again-that it wasn't declined, that AmEx put the charge through for some reason. So then he tells me we owe him a credit because he has been getting 2 cc bills. So again, I referred him to the cc company. He asked for my full name-which I gave him-and said that he would be calling my supervisor to explain to her that I needed training in how to give good customer service, and that I would probably be fired and to remember this experience when I was on the unemployment line so I would never make this mistake again!? I know that we should't place blame-but when it's something we have no control over, I can't help it. I tried just apologizing but he kept telling me I needed to assure him it wouldn't happen again. Um...I can't. You need to ask AmEx to make sure it never happens again sir. Ugh! And BTW, he was a Dr. His account didn't state that he was one, but he made sure to tell me 40 eleven times.
So-today I get a call from a man who starts by saying that he has a fraud issue. I have heard this before. The corporate name of my company appears on a credit card statement so some people who are used to their own brand name get confused, so I asked him if he had water delivery service. He said, yeah, yeah with you guys, but you guys are charging a cancelled credit card. So I start to ask him questions and he just goes from zero to 800 mph, starts yelling that he's the customer and I have to let him speak. So I am quiet-and he asks if I'm still there. I finally got him to give me his account information and he tells me that AmEx tells him that they cancelled one of his cards because it was stolen but then he gets a bill from them saying that he owes on the cancelled card. So I take the card off his account, assure him it won't be billed again, but explain to him what happened. I then advised him to take up his issues with AmEx's billing policy with them, as we do not know whether a card is cancelled or not when the charge is not denied. He told me I was acting like the president saying it was BP's fault? So I let it go and told him I was sorry for the inconvenience, and he then went on a rant about how I shouldn't say I was sorry, I should just fix it and asked why we didn't call him like we always did before when his card was declined. I explained-again-that it wasn't declined, that AmEx put the charge through for some reason. So then he tells me we owe him a credit because he has been getting 2 cc bills. So again, I referred him to the cc company. He asked for my full name-which I gave him-and said that he would be calling my supervisor to explain to her that I needed training in how to give good customer service, and that I would probably be fired and to remember this experience when I was on the unemployment line so I would never make this mistake again!? I know that we should't place blame-but when it's something we have no control over, I can't help it. I tried just apologizing but he kept telling me I needed to assure him it wouldn't happen again. Um...I can't. You need to ask AmEx to make sure it never happens again sir. Ugh! And BTW, he was a Dr. His account didn't state that he was one, but he made sure to tell me 40 eleven times.
Silly rabbit!
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