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Category: Bad Behavior

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I Don’t Have The Energy To Explain The Energy

| Hampshire, England, UK | Bad Behavior, Criminal & Illegal, Extra Stupid, Money, Popular

(I work for a major energy supplier in the department that deals with accounts where the customer hasn’t paid for at least 18 months. Most people we talk to haven’t paid for two to three years and we are in the process of taking legal action.)

Customer: “Yeah, I have a letter saying you’re going to court. How do I stop it?”

(I tell the customer all her options and she decides she’d like to arrange a payment plan where she pays for her usage and her debt every month. I tell her that the amount she must pay is £100 which includes her monthly usage and her debt, which is two years worth of unpaid gas and electric bills.)

Customer: “That’s a lot. Are you sure that’s right? I’m hardly ever home. I think your meter is broken.”

Me: “No, your usage is only £50, but you have to also pay the debt on your account, so your usage is £50 but in order to pay back what you owe over the period of a year, your plan will be set to £100. This is £50 for what you use every month and £50 to clear your balance.”

Customer: “But you just said I only use £50. Why are you charging me double? You can’t do that.”

Me: “We’re not charging you double, ma’am. Like I explained, your usage is £50, but you haven’t paid anything for two years. You have to also clear that balance off, too.”

Customer: “I understand I have to clear my balance but why are you charging me double?”

Me: “If you just paid your usage, you wouldn’t clear your outstanding balance.”

Customer: “But surely just paying something would bring my balance down.”

Me: “Well, no, because as you pay, you would continue using gas and electric which, of course, you have to pay for, so you need to pay enough money for that as well as a little extra to cover your outstanding balance.”

Customer: “But I told you, I’m hardly home! I work lots of hours.”

Me: “Do you have a fridge?”

Customer: “Well, of course I have a fridge and a freezer.”

Me: “Do you turn them off when you go to work?”

Customer: “No, that’s stupid. They wouldn’t work and all my food would be ruined.”

Me: “Okay, do you cook your own meals when you get back from work?”

Customer: “Yes. Most days.”

Me: “Do you do your own laundry or do you go to a launderette?”

Customer: “I do my washing at home; I have a washer and a dryer and a dishwasher, too.”

Me: “So what you are telling me is that even while you are working, you are using energy because your fridge and freezer are on while you are out and when you get back, you use your gas and electric. Whether you use a little or a lot of energy, you still have to pay for it. For the past two years, you haven’t been paying for any of it, so you have built up a debt on your account, so not only do you have to pay for your usage going forwards, but also for the energy you haven’t been paying for the past two years. This is why the minimum you have to pay for the next 12 months is £100. After that, your payments should go down to £50 because you will have cleared your outstanding balance and then only have to pay for what you are using.”

Customer: “…but I still don’t understand why you are charging me double; if I only use £50 worth of gas and electric, why do I have to pay £100? Is this a fee for not paying for two years?”

Me: *really wanting to bash my head against the table* “I can send this to you in writing if you like.”

Customer: “Okay, but I want to set up the payment plan today before it goes to court.”

Me: “Okay.” *I take down all her details and then confirm the amount*

Customer: “Wait! I said £50, not £100! Stop trying to take all my money! That’s illegal – it’s theft. Maybe I will go to court after all and tell them that you are trying to rob me!”

(At this point I have zero patience left. I have been on the phone explaining the same thing over and over for what feels like forever.)

Me: “Actually, ma’am, it is you who have been stealing from us. We have been providing you with energy that you have not paid for. If you go to court, you will have court fees added to your account as well. The judge will not rule in your favour because you haven’t paid a penny in two years, despite our regular communications, and now that you are calling today, you are still refusing to pay for your outstanding balance.”

Customer: “Fine. I’ll go to court. See you there. We’ll see what the judge thinks of your sneaky extra charges!” *click*

(Customer called up several times after, trying to get a different agent, and they all told her the same thing, so she asked to speak to a manager. In the end she decided she would go to court. The court ordered her to pay, and she had to also pay court costs on top of it all just like I warned her, so her payment plan ended up being more. Last I heard she was writing to the ombudsman saying we were operating illegally. Y’know, because asking customers to pay for the electric and gas they used is illegal.)

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Has Beef With Your Steak

| SA, Australia | Bad Behavior, Crazy Requests, Food & Drink, Popular

(I am a waitress at a very busy Italian wedding. When we start serving the main course, we do the bridal and parent tables first, then we start at table one and work through to the last table. I’m going out to table six with five plates. As I cross the ballroom, one of the guests unexpectedly grabs my arm, nearly causing me to drop a plate.)

Guest: *pointing to one plate* “What’s that, the steak?”

Me: *very aware that seconds are ticking by and stopping to chat will mess up the entire flow of staff* “Yes, sir, the scotch fillet.”

Guest: “Ah, yes, that’s mine.”

(There were two options for the main course: steak or chicken. We had over 100 steak orders.)

Me: “Sorry, sir, these are going to another table. But I can promise that your meal will be ready very soon.”

Guest: “But that’s mine! I’ve been waiting fifteen minutes!”

(We hadn’t even been serving mains for fifteen minutes. I quickly apologise and go to drop the meals at the correct table. On the way back I hear him talking to his friend:)

Guest: “Can you believe it? That idiot waitress gave my meal to someone else!”

(I went back into the kitchen and the entire wait staff had a good laugh about it. Some people are so oblivious!)

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Getting Into The Time Zone

| USA | Bad Behavior, Popular, Time

(I do stocking and shipping for a web-based tech supply company: computers, servers, parts and accessories, office security, things like that. I get a call.)

Me: “Shipping, [My Name].”

Sales Rep: “Hey, [My Name], I’ve got a customer on the line. He wants to know why his order didn’t ship yesterday.”

Me: “Sure, do you have the order number?”

(As I pull up the order information, the rep puts the customer on three-way call.)

Me: “Ah, I see the problem here, sir. Your order was placed too late in the day to process, and—”

Customer: “Impossible.”

Me: “Um… actually, sir, it’s very possible. You see—”

Customer: “Your site says you GUARANTEE same-day shipping!”

Me: “Actually, sir, it doesn’t. The word ‘guarantee’ doesn’t exist there. It states ‘Most in-stock orders placed before five pm Eastern time are shipped the same day.’”

Customer: “Exactly! So why wasn’t my order shipped!?”

Me: “Because you placed your order with us past ten at night.”

Customer: “Bull! It was no later than seven pm!”

Me: “I see from the shipping address you’re in California, correct?”

Customer: “What does that have to do with it!?”

Me: “Time zones. California is three hours behind us, so when it’s seven your time, it’s ten our time.”

Customer: “No, you IDIOT, it’s the other way around! When it’s seven MY time, it’s FOUR your time!”

Me: “Sir, I’m looking at my clock right this second and it says 2:45 pm. What time is it where you are?”

Customer: *pause* “You still should have gotten it out yesterday! Amazon ships until midnight!”

Me: “Sir, the main Amazon warehouses process more shipments in a day than we do in a year. More than we do in TWO years around the holidays. No carrier would make the deals with us that they do with Amazon.”

Customer: “Well, your site’s still misleading! You must deal with this all the time!”

Me: “Actually, sir, except for legitimate problems such as incorrect information or technical malfunctions, you’re the first one I’ve spoken to that was this upset. And I’ve been here for ten years.”

(I don’t know if it was because I was staying level-headed or he was realizing his own culpability, but pretty soon the guy hung up. The sales rep, who until now had apparently been speechless, finally piped back up.)

Sales Rep: “How did you keep your cool with that!? That guy sounded like he was going to scream at everyone in the company!”

Me: “I married into a very large, very loud, Italian family. If THAT guy could rile me up I’d never survive Christmas!”

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PayPal Payback

, | Bad Behavior, Money

(I know the owner of a cleaning supplies company whom I see every week at a networking group. One day, I place an order on his website for some toilet roll and a few other cleaning bits and bobs. I realise shortly after that I put the wrong delivery address (the address I put is outside his area of delivery) so I email him to let him know. I don’t hear back. A few days later I see him.)

Me: “Hi, [Owner]. I put an order through on your website, but I put the wrong address. I emailed you. Did you see it?”

Owner: “Oh, no, my email’s been down. Email me your details and I’ll sort it out.”

(I resend the email. When I see him the next week…)

Me: “Hey, did you get that email I sent you about my order?”

Owner: “I’ve just got a new secretary and I’m training her to deal with my emails. She mustn’t have got to that one yet. Write it down for me now.”

(I do so. The next week…)

Me: “Hi, [Owner], I still haven’t heard from you regarding my order…”

Owner: “My new secretary is s***. Sorry, send me another email, this time on [new email address]. I’ll sort it out.”

(This continues for about two months. Eventually I ask for my money back.)

Me: “Look, it’s been a while. I’ve bought some toilet roll. Can I just have my money back? I paid Paypal.”

Owner: “Sure, I’ll just reverse the transaction.”

(Lo and behold… next week…)

Me: “Hey, I haven’t got my refund yet.”

Owner: “Oh, yeah. How much was it again?”

Me: “About £30.”

Owner: “I’ll bring cash next week.”

(It took three more weeks for me to get my money back.)

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I Can Hear The Bells

| MO, USA | Bad Behavior, Hotels & Lodging, Popular

(The reception desk at our hotel has a bell one can ring if there isn’t a member of staff present. On this particular day, however, I’m working the desk and therefore see this person the instant he comes into the lobby.)

Me: “Good afternoon, sir! Are you—”

Man: “Whoa, hold on there! You’re not supposed to speak to me yet!”

(He hits the bell to make it ring.)

Man: “Okay, now you can address me.”

Me: “Uh, that’s not what the bell is for, but okay. Are you checking in?”

Man: “Yes” *gives reservation details*

Me: “Excellent. I just—”

Man: “No! We just went over this!” *rings the bell* “Now you can speak!”

Me: “…I need a credit card for the reservation.”

(He turns away to search his carry bag. I take this opportunity and move the bell under the desk.)

Man: “Okay, here…” *notices* “Hey, where’s the bell?”

Me: “It’s not needed while I’m here, sir. It’s only to alert the receptionist that a guest is at the desk while they’re in the back room or working on the computer.”

Man: “Give me back the d*** bell!”

Me: “I won’t, sir. I’m right here, and it’s not to be abused just to signify when I can speak to you.”

Man: “Fine!” *smacks the desk with his hand* “DING DING! Okay, now, where are my keys?”

Me: “Right here. Our check out policy is—”

Man: “Nooooo…” *smacks the desk again* “DING DING! Okay, now, what were you about to say?”

(I quickly go through the rest of the check in process and send him on his way, adding a note about his bizarre behaviour. True to form we had to take the bell off the desk again when he checked out, and he did the same schtick of hitting the desk, pretending like it was still there.)

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