Call Back Attack, Part 2

, , , , | Right | October 26, 2017

(I am going through open case tickets. I find one that has a phone number to a direct line for the client. This isn’t unusual, but it’s not generally a common practice we use since we’re supposed to only call store locations unless told by the store manager, store owner, or our own supervisor. I dial the phone number in the case notes, since it says to call the store manager at the number provided. This all takes place before my work starts recording calls.)

Me: “Hi, my name is [My Name] and I’m calling from [Company]. I’m calling to follow up on the case here about [problem]. I see that the last notes in the case—”

Woman: *cuts me off* “I don’t know why you keep calling me! I told the last guy from your company that called that I don’t work at no [Company] and that I don’t wanna be bothered anymore! I’m out with my kid walking and you call me about some f****** issue for [Company] that I don’t work at! I told you before to stop calling my cell!”

Me: “I apologize for the inconvenience we’ve caused you. I’m making notes in the case to not call the number listed so we no longer make this mistake. I hope you have a good day.”

(I hang up and go about my job. A few minutes go by and I look at the incoming calls in the queue; I see the same phone number come up that I just got off of with the angry lady. I wait for the call to come up and I answer it. Sure enough, it’s the same lady.)

Me: “Thanks for calling [Company]. My name is [My Name]. Do you have an existing case number to reference?”

Woman: “I don’t know who I just got off the phone with at your d*** company, but you f****** r*****s keep calling my God-d*** cell phone! I’m tired of being harassed by you stupid f*****s!”

Me: “I do apologize for the problems this has caused you, and I see there are notes in the case that mention to never use the phone number we have written down.”

Woman: “I don’t give a f*** what your notes say! You need to stop calling me. I don’t work at [Company] and I’m tired of you a**holes calling me while I’m out with my daughter!”

Me: “It’s noted in the case to not call your number again.”

Woman: “F*** you and your God-d*** company! Don’t you be calling my phone no more!”

Me: *knowing phone calls aren’t recorded* “Ma’am, it’s noted here to not call you anymore and you calling us back after we initially spoke to you, only to berate us, is uncalled for. Quite frankly, you don’t need to be a f****** b**** about it now.”

Woman: *gasps* “Uh… uh…” *gasps again, hangs up, and never calls back*

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