Unfiltered Story #141239

, , , | Unfiltered | February 19, 2019

(I work in a call center where I take inbound calls to enroll people in our service, as well as provide support to current and previous customers.)

Caller: I recently enrolled with you, but my service hasn’t gone active, so I want to check the status of my account.

Me: (after gathering the customer’s info and pulling up their account) Okay, it seems your enrollment was rejected because we were informed you don’t live at the address you want to receive our service at. I’d be happy to confirm everything and resubmit your information to get your service started.

Caller: Oh…I did move around that time, so I guess I gave you my old info.

Me: No problem! I can definitely get everything updated and corrected so I can resubmit it and get service started.

(At this point, I attempt to start verifying information and correcting the incorrect information that was previously provided, but the caller is being difficult throughout it).

Caller: I don’t understand why my service didn’t go active. I got a confirmation number after I enrolled!

Me: Ma’am, that confirmation number is simply the number attached to the recording of your phone call, in which our computer verbally recites each piece of information you provided about yourself and asks you to verify that we correctly entered the information you provided us, as well as confirming that you are verbally agreeing to be our customer, and that you agree to our terms of service. We had no way of knowing you didn’t actually live at the address you provided us until we actually attempted to establish the service there.

Caller: But I got a confirmation number! I don’t understand.

Me: Again ma’am, that number simply confirms that you have verified that we correctly entered in the information as you provided it to us.

Caller: Someone should have called me!

Me: Ma’am, I apologize that didn’t happen, but I’d be happy to get everything corrected now.

Caller: So you’re saying this is all my fault?!

Me: (no..I’m only thinking it) Ma’am I apologize that your enrollment was rejected, but I’d be happy to correct everything.

Caller: But this isn’t fair! Why are you blaming this all on me? I want my service with you backdated!

(Basically, because the company that she’s currently receiving service from currently is more expensive, she wants our pricing to be retroactive…so she can have our pricing instead for those months…when she wasn’t actually receiving our service during that time and was still someone else’s customer. confused yet?)

Me: …Ma’am, I’m sorry but that’s just not possible.

Caller: Why not?! I enrolled on XX/XX/XXXX date, so I want the agreed price for that time! The other company is too expensive and that’s why I wanted your service instead of theirs!

Me: Ma’am, I’m sorry but I can’t undo the past. They already provided the service.

Caller: I can’t believe you won’t do anything about this! You should’ve called me! Why are you blaming this all on me?

Me: Ma’am, I apologize again and I’d be happy to correct your info so we can begin providing service to you and getting you our lower price.

Caller: I’m done! You certainly did not provide 5 star customer service today and I can’t believe you won’t do anything to help. Goodbye! (customer hangs up)

Me to the sound of a disconnected call: *sigh* You have a great day, ma’am.

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