Unfiltered Story #32419

Raleigh, NC, USA | Unfiltered | July 14, 2016

( I work product support for an online educational software. I receive a call at approximately 2 minutes to close the Friday before a holiday weekend. Any calls after close are prompted to leave a voicemail or to send an email to be addressed when we reopen.)

Me: Thank you for calling [company]. How can I help you?

Student caller: I’ve dropped a course and need a refund. My name is [name] and I go to [school].

Me: I’m having trouble locating your account with that information did you say the school was [repeated school]?

Student: Yes! My username is [username].

Me: Oh I see! Your account is listed under another school but I’ve got it –

Student: (immediately and unexpectedly yelling) ARE YOU GOING TO REFUND ME OR NOT? THIS COMPANY ALWAYS MAKES ME JUMP THROUGH HOOPS TO GET THINGS DONE – THIS IS FOR SCHOOL YOU KNOW!

(The student hangs up and immediately calls back but as we’re now closed we cannot access the phone lines. Since the student has more than one class we’re not sure which one to refund and the student will have to wait through the long weekend. A scathing email is waiting for us on reopen but the student does get a refund.)

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