Can’t Help Those Who Refuse To Be Helped

, , , , | Right | September 18, 2018

(I work in the over-the-phone billing department for a cable provider. A woman calls in because her first name is spelled wrong on her bill. It usually takes a few minutes to fix, but because they passed a social security check with the misspelling, we have to ask a few questions to make sure that everything is correct and legal.)

Caller: “I did this two months ago, and it still isn’t fixed. It’s so discouraging to see how little this company cares about me.”

Me: “I’m sorry, that’s a little strange to hear it wasn’t fixed then. I care, and I will make it right.”

(I check the notes from when she previously called in. The representative who handled her said that they tried to place an order, but could not finish it because the call had dropped.)

Caller: “If this isn’t fixed, I will find another provider. It’s just lazy how little you care about your customers.”

Me: “No, I get it, I do. It’s frustrating to call in for the same thing multiple times, but this will be the last call. Now, back then, did they ask you any questions like your date of birth, or the last four digits of your social security number?”

Caller: “No, no, nothing like that. It’s just so lazy. Very, very lazy.”

Me: “I understand. I have the correct spelling put into the system now, but to get it to recognize it, I’ll need the answers to those questions. May we start with your date of birth?”

Caller: “It’s just so unprofessional. I’ll stand by my word that if this isn’t fixed by my next month’s bill, I will find a company who cares about me and isn’t lazy like you.”

Me: “And, as you should, but you have nothing to worry about. I do, however, need your date of birth to complete this.”

Caller: “I can’t believe how lazy you are.”

Me: “Yes, ma’am. May I please have your date of birth?”

Caller: “So, you’ll have this all taken care of? Okay, if it’s not, I have your name and it will be your job. Bye.”

Me: “No, please do not hang up—”

(She did hang up on me. I tried reaching her at her home phone where it showed she was calling from, and her cell phone, but it was obvious she was rejecting the calls. I had to notate the account what had happened and that I tried calling her back, but in the end, no changes had been made to her account because I legally could not. I feel a little bad that I could not fix her problem like I promised, but I cannot help customers who do not allow me to.)

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