Unfiltered Story #132972

, , | Unfiltered | December 15, 2018

(I work in a call centre for an electricity and gas retailer. This call comes through.)

Me: “Welcome to [retailer], my name is [name], how can I help you?”

Callerr: *shrilly* “My bill is wrong! It’s far too high! I absolutely need it fixed! And I need compensation for the error!”

Me: “I’ll certainly check it out for you. Can I please get your account number?”

(She gives me the number and I find her account, but it closed years ago. I go through the security check with her, verify her, and then continue.)

Me: “So, this is odd, your account isn’t active. Are you holding your most recent bill?”

Caller: “Of COURSE I’m not! My current account is with [competitor]! But I absolutely refuse to speak to them! I want YOU to look at my bill and fix it!”

Me: “… Your electricity account is not presently with us.”

Caller: “Yes.”

Me: “But you called us and want us to fix your bill.”

Caller: “YES! F***! I am NOT speaking to those crooks! Just get my bill from the electricity computer thingy and fix it!”

Me: “Ma’am, I don’t have access to their systems. We are not even remotely connected to each other. You can’t walk into McDonald’s and ask for a refund from KFC, right?”

Caller: *shrieking* “FIX IT!!! You’re so stupid! Of course you can see the bill!”

Me: “Can I just get you to hold the line for one moment, please?”

(I call [competitor]’s call centre.)

Me: “Hi, this is [my name] from [retailer]. I have one of your customers on the line, and she’s… well, she is refusing to call you about her high bill, and she wants me to fix it.”

Competitor: *bursts out laughing* “Oh, great. It’s going to be one of those days, huh?”

Me: “Yeah. So, I’ve got all of her details, and have confirmed her ID. Can I transfer her through to you and we just don’t mention that she’s been transferred to [competitor’s call centre]?”

Competitor: *still laughing, groans* “Yeah, why not, let’s give it a try then!”

(I bring the caller back onto the line.)

Me: “[Caller], I have my colleague [competitor] on the line, she’s going to fix that right up for you now. You might just need to confirms some of your details with her again.”

Caller: “Good! Maybe she knows what she’s doing!”

Me: “I assure you that she does. Bye now.”

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