This Is Why We’re In A Recession, Part 27

Call Center | Right | January 10, 2014

(I work at a call center for a major department store’s credit card – a card you can only use in that specific store. You could also make your monthly payment for the card in person at the store. On a rare occasion this can cause a small bit of confusion to some customers.)

Me: “Thank you for calling [Store Name] credit. This is [My Name]. How can I help you today?”

Customer: “I just received a bill from you for something I’ve already paid for! You need to fix this right now!”

Me: “I’m very sorry for the confusion. Let me look at your account so we can get this straightened out. It says you purchased [quite expensive item] on [date]. Do you remember purchasing this item?”

Customer: “I already told you I did, but I’ve already paid for this!”

Me: “Did you pay cash in the store, but the clerk charged your card accidentally when they entered your personal information for your warranty?”

Customer: “No! I didn’t pay cash! I put it on my card! I shouldn’t be getting a bill from you!”

Me: “So, it was charged to a different credit card, not your [Store] credit card?”

Customer: “Are you stupid? I used my [Store] credit card, but I’ve already paid for this. I’m not paying for it again!”

Me: “I apologize for asking so many questions. I just want to make sure I understand you correctly so I can solve your problem. You used your [Store] credit card to make the purchase. Did you also make a payment to your card in the store?”

Customer: “Why would I do that? I already paid for it WITH my card! Why would I give you any more money?”

Me: “Ma’am, you do understand that when you pay for an item with your credit card, you’re signing an agreement to pay for your purchase later? A credit card is sort of like a loan so you can make the purchase you want today, and then make small payments on it over time.”

Customer: “That’s the dumbest thing I’ve ever heard! What’s the point of having a credit card if I still have to pay for what I’m buying?!”

This story is part of the Customers-Causing-Recessions roundup!