Your Credit Is In A (Hot)Spot Of Bother

(I am a supervisor with 20 employees under my charge. We handle cellular service billing questions. When the situation arises, I take their escalated calls. This particular customer needs a credit for some overage charges, and by policy doesn’t rate a credit.)

Me: “Thank you for calling. My name is [My Name] and I’m a supervisor for [Company].”

Customer: “Yeah, I need my overages credited this instant. I never used this much data before, and I need it credited.”

(The customer has a significant amount of overage that is more than I make every two weeks.)

Me: “I will gladly take a look at the account and see what’s causing the overage.”

Customer: “Yeah, you better! I’m not paying for this!”

Me: “Sir, I can definitely understand the frustration. If you just give me a second…”

(I bring up the customer’s account, look over every detail, and notice he has his phone set as a mobile hotspot, meaning he is using his phone as a Wi-Fi router.)

Me: “Okay, sir, I notice you have your hotspot turned on.”

Customer: “Yeah, I know. I know it’s protected; no one is stealing my data. Just tell me why I’m going over and credit it.”

Me: “I can not credit it unless it’s a malfunction with the phone or feature. I’d like to ask a couple of questions.”

(The customer at this point is sighing, and I see that his data usage is rising.)

Customer: “FINE! Ask all the f****** questions you need!”

Me: “What do you use your hotspot for?”

Customer: “Xbox. I use it to play games online. What else should I use it for?”

Me: “Wait, what?”

Customer: “I use it to game online, and Netflix.”

Me: “So, I found the problem. You’re using it for Xbox, which will eat up the data like PacMan eats pellets, and because of that, I will not credit the overage.”

Customer: “WHAT THE F*** DO YOU MEAN YOU CAN’T CREDIT THE OVERAGE?! HOW THE F*** AM I GOING TO PAY FOR THIS?! FINE! I WON’T PAY MY BILL!”

Me: “Well, then, sir, it will go into collections, and ruin your credit.”

Customer: “I DON’T F****** CARE! I’M RICH! DO YOU HEAR ME?!”

Me: “Then you shouldn’t have a problem paying it.”

Customer: “I NEED TO FIX THIS! WHO CAN FIX THIS AND GIVE ME MY CREDIT?!”

(At this point I’m getting really annoyed at the customer, and just want the call to end.)

Me: “Microsoft.”

(At this point the customer knew they weren’t getting the credit and hung up the phone.)