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So the call center I'm in has become a 'trash can' for the calls that our outsourced vendor (they take overflow calls) dumps on us. I had a gem today...
Me: opening schpiel
Vendor Rep: this is so and so from so and so. I have ms. SC on the line and she wants to disconnect her lines.
Me: Okay, go ahead and introduce me as the next level of support to review her account please.
VR: Here is so and so from the disconnect department, she'll be happy to disconnect that line for you.
Me: ::facepalm:: Hello Ms. SC, how are you today?
SC: horrible.
Me: Well I'm sorry to hear that. From what I understand, you were wanting to take a look at the line ending in 1234, is that correct?
SC: Yeah. My forty five year old daughter is a worthless scumbag and I'm sick of paying her bills.
Me: Oh, I'm sorry about that. Well, from reviewing the account, it looks like you authorized her back in April to take this line and move it to her account. Was---
SC: NO I DIDN'T. I WANT THAT LINE DISCONNECTED.
Me: (reviewing the remarks, clearly see the authorization form that was filled out with the customer's name on it, as well as an email being sent to her, as well as all of the disclosures going to her, and then seeing that sucky daughter tried to take the line over and failed the credit check and changed her mind on taking the line over). Hmmmm, okay, well I'm seeing that the assumption of liability didn't go through, so if she isn't wanting to take that line over, we can definetly go ahead and get it set up for disconnect.
SC: I TOLD HER TO TAKE THE LINE OFF OF MY ACCOUNT AND PUT IT INTO HER OWN NAME. WHAT IS WRONG WITH YOU?
Me: Well, ma'am, it looks like she didn't finish the process because she didn't want to put the security deposit down. If you are wanting to disconnect the line, I can get that set up for you right away. Let's take a look at your bill cycle to see when is going to be the best time to process this.
SC: My daughter is a worthless piece of trash. I dont' want to pay her bills no more. would you pay your grown daughters bills who doesn't do anything but lie to you? I told her to take the line over, so why didn't you disconnect it back in april?? I don't want to pay for it no more!
Me: Once again ma'am, you authorized her to remove the line, however she did not complete the transaction. We cannot disconnect the line without your authorization, and this is the first time you've contacted us since you authorized her to take the line over.
SC: I DONT WANNA PAY FOR IT.
Me: Absolutley, that's why we can get this disconnected for you right away. Now, I see that there is a high amount of usage on this line, and once I set up the disconnect, she will be without a phone. Did you want this to go through today, or at the end of your bill cycle?
SC: I want it disconnected on april 18.
Me: <sigh> ma'am, we can't go back in time to do that, and there has been about 2000 minutes of usage on the line since then. I can set this up for you today, or at the end of the bill cycle. Which would you like?
SC: I DON'T WANNA PAY FOR IT. MY DAUGHTER IS WORTHLESS.
Me: Ma'am. Would you like this line to terminate today, or on thursday, the last day of your bill cycle?
(this goes on back and forth a few more times with a few different variations of the same thing....)
SC: I want a credit.
Me: Ma'am?? a credit? for.....what?
SC: because mah daughter didn't take the line over and you people left it on my accuont.
Me: Ma'am, we cannot force somebody to take a line over. If she chose to not finish the transaction, the financial liability of this contract stays with the original account owner. You failed to contact us after you authorized her to remove the line, therefore, we made no changes to the account, because we cannot change your account without your authorization. In looking through all of the account notations again, I see that this is the first time you have contacted us since you authorized your daughter to take the line over. Again, if you are wanting this line terminated, I need to know if you want it today, or thursday.
SC: I don't wanna pay for it! She used it, but i don't wanna pay for it! she's worthless!
Me: ma'am. once i set up the termination, you will not pay for this line anymore. however, since there was usage on that line for april and may, I cannot credit that. The services were used. The services need to be paid for when they are used, which we have determined that there was a signifigant amount of usage.... I need to know which day you would like this to go through so we can get everything in place for you.
SC: SUPERVISOR!!!! SUPERVISOR!!!! SUPERVISOR!!!! SUPERVISOR~!!!!!
Me: well, if you are wanting to speak with the next level of support, I can assure you that we all base our decisions off of the same policies, and they will provide you with the same information that I have given you. However, if you still wish to speak to the next level of support, I need to place you on hold to make that phone call out. May I place you on hold so I can make that call?
SC: SUPERVISOR!!! SUPERVISOR!!! SUPERVISOR!!!! SUPERVISOR!!!111!!!
Me: <headdesk> Ok ma'am, i'm going to place you on a brief hold, I will be right back.
.........calls supervisor, re-hashes the issue, sup agrees no credit due to customer, agrees to take call over....i introduce them, and then go on my merry way.
Flipping back into the account, supervisor issued 3 months worth of credit for the line that was used, and applied an additional $50.00 in credit to the customer's account for no reason.
First off. If you use services, PAY for it. Do NOT get your service provider in the middle of your family problems, because honestly, I don't care. Also, screaming "supervisor" will not magically fix your issue.
What really made me angry? The supervisor folded.......
ughhhhhhhhhhhhhhhhhhhhhhhhhhhhhhh
Me: opening schpiel
Vendor Rep: this is so and so from so and so. I have ms. SC on the line and she wants to disconnect her lines.
Me: Okay, go ahead and introduce me as the next level of support to review her account please.
VR: Here is so and so from the disconnect department, she'll be happy to disconnect that line for you.
Me: ::facepalm:: Hello Ms. SC, how are you today?
SC: horrible.
Me: Well I'm sorry to hear that. From what I understand, you were wanting to take a look at the line ending in 1234, is that correct?
SC: Yeah. My forty five year old daughter is a worthless scumbag and I'm sick of paying her bills.
Me: Oh, I'm sorry about that. Well, from reviewing the account, it looks like you authorized her back in April to take this line and move it to her account. Was---
SC: NO I DIDN'T. I WANT THAT LINE DISCONNECTED.
Me: (reviewing the remarks, clearly see the authorization form that was filled out with the customer's name on it, as well as an email being sent to her, as well as all of the disclosures going to her, and then seeing that sucky daughter tried to take the line over and failed the credit check and changed her mind on taking the line over). Hmmmm, okay, well I'm seeing that the assumption of liability didn't go through, so if she isn't wanting to take that line over, we can definetly go ahead and get it set up for disconnect.
SC: I TOLD HER TO TAKE THE LINE OFF OF MY ACCOUNT AND PUT IT INTO HER OWN NAME. WHAT IS WRONG WITH YOU?
Me: Well, ma'am, it looks like she didn't finish the process because she didn't want to put the security deposit down. If you are wanting to disconnect the line, I can get that set up for you right away. Let's take a look at your bill cycle to see when is going to be the best time to process this.
SC: My daughter is a worthless piece of trash. I dont' want to pay her bills no more. would you pay your grown daughters bills who doesn't do anything but lie to you? I told her to take the line over, so why didn't you disconnect it back in april?? I don't want to pay for it no more!
Me: Once again ma'am, you authorized her to remove the line, however she did not complete the transaction. We cannot disconnect the line without your authorization, and this is the first time you've contacted us since you authorized her to take the line over.
SC: I DONT WANNA PAY FOR IT.
Me: Absolutley, that's why we can get this disconnected for you right away. Now, I see that there is a high amount of usage on this line, and once I set up the disconnect, she will be without a phone. Did you want this to go through today, or at the end of your bill cycle?
SC: I want it disconnected on april 18.
Me: <sigh> ma'am, we can't go back in time to do that, and there has been about 2000 minutes of usage on the line since then. I can set this up for you today, or at the end of the bill cycle. Which would you like?
SC: I DON'T WANNA PAY FOR IT. MY DAUGHTER IS WORTHLESS.
Me: Ma'am. Would you like this line to terminate today, or on thursday, the last day of your bill cycle?
(this goes on back and forth a few more times with a few different variations of the same thing....)
SC: I want a credit.
Me: Ma'am?? a credit? for.....what?
SC: because mah daughter didn't take the line over and you people left it on my accuont.
Me: Ma'am, we cannot force somebody to take a line over. If she chose to not finish the transaction, the financial liability of this contract stays with the original account owner. You failed to contact us after you authorized her to remove the line, therefore, we made no changes to the account, because we cannot change your account without your authorization. In looking through all of the account notations again, I see that this is the first time you have contacted us since you authorized your daughter to take the line over. Again, if you are wanting this line terminated, I need to know if you want it today, or thursday.
SC: I don't wanna pay for it! She used it, but i don't wanna pay for it! she's worthless!
Me: ma'am. once i set up the termination, you will not pay for this line anymore. however, since there was usage on that line for april and may, I cannot credit that. The services were used. The services need to be paid for when they are used, which we have determined that there was a signifigant amount of usage.... I need to know which day you would like this to go through so we can get everything in place for you.
SC: SUPERVISOR!!!! SUPERVISOR!!!! SUPERVISOR!!!! SUPERVISOR~!!!!!
Me: well, if you are wanting to speak with the next level of support, I can assure you that we all base our decisions off of the same policies, and they will provide you with the same information that I have given you. However, if you still wish to speak to the next level of support, I need to place you on hold to make that phone call out. May I place you on hold so I can make that call?
SC: SUPERVISOR!!! SUPERVISOR!!! SUPERVISOR!!!! SUPERVISOR!!!111!!!
Me: <headdesk> Ok ma'am, i'm going to place you on a brief hold, I will be right back.
.........calls supervisor, re-hashes the issue, sup agrees no credit due to customer, agrees to take call over....i introduce them, and then go on my merry way.
Flipping back into the account, supervisor issued 3 months worth of credit for the line that was used, and applied an additional $50.00 in credit to the customer's account for no reason.
First off. If you use services, PAY for it. Do NOT get your service provider in the middle of your family problems, because honestly, I don't care. Also, screaming "supervisor" will not magically fix your issue.
What really made me angry? The supervisor folded.......
ughhhhhhhhhhhhhhhhhhhhhhhhhhhhhhh
Not that I like the SCs getting what they want after being so sucky, but at least I can stop taking the heat and I don't have to keep pretending I'm "empowered" (we frontline agents are taught we are empowered, but it only goes so far...and not very far at that). Oh, and we're not allowed to say that a supervisor is just going to tell them the same thing, but I don't mind that...the supervisor can say whatever they want as long as I'm no longer involved 
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