Unfiltered Story #97667

, , | Unfiltered | October 11, 2017

(I work for a sizable company. It’s a name I can almost guarantee you have a product of in your house. I’m in accounts, billing, and technical support when I receive a call.)

Me: “Hello, thank you for calling [Company] support, this is [Name] speaking. May I ask who I’m speaking with?”

Caller: “My name is [Name].”

Me: “Hello [Name], how can I help you?”

Caller: “Ah, yes, in December, I get refund, but I did not get refund.”

(I pull up her account.)

Me: “Well, I see here that your refund was processed on 12/29. It reflects as completed.”

Caller: “But I do not get refund.”

Me: “I see here that your refund went through paypal. Have you checked your paypal statement?”

Caller: “Yes, I no see refund.”

Me: “Alright, what I can do is transfer you to paypal.”

Caller: “But you do not give me refund. I need to talk to paypal?”

(I realize the customer is the type to be easily lost. I stay on the line while patching them through to paypal. The caller just sits there silently through the prompts, until I personally just start punching in her information for her.)

Agent: “Thank you for calling paypal, my name is [Name]; how can I help you today?”

(The caller sits silently for a few seconds until the agent repeats.)

Caller: “Oh, you want to talk to me?”

Agent: “…yes.”

Caller: “I did not get my refund.”

Agent: “…all right, is [information] your account?”

Caller: “Yes.” *addressing me* “Can you explain?”

(I briefly explain the situation.)

Agent: “Alright, well, looking at the date, it appears the refund was immediately processed to your account.”

Caller: “But I no see refund.”

Agent: “As per your statement, it was posted on 12/29. It appears that you purchased products from [website] and [website], spending off most of the balance.”

Caller: “But I no see refund.”

(I audibly face-palmed at this point.)

Agent: “…yes …ma’am. That would be because you spent it.”

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