Customers That Make Two Years Feel Like Fifteen

, , , , | Right | May 10, 2020

Me: “Good afternoon, [Store]. How can I help?”

Customer: “Now, listen. I have had a two-year contract with you since [specific date], so it has run out, but you are still charging me!”

Me: “Okay, do you want to end the connection?”

Customer: “Of course, I want to end the connection. I only signed up for two years!”

Me: “Okay, I see what you mean. The two years is a minimum term; to end the contract you need to give us thirty days’ notice.”

Customer: “No, no, no, no, I don’t. That is absolute rubbish.”

Me: “I’m afraid it isn’t, ma’am. It is clearly stated in the terms—”

Customer: “No, it is not. The only mention of thirty days’ notice is when you want to cancel early. You are talking complete rubbish, and frankly, I have had enough of [Company]’s horrendous service. Every time I speak to you people on the phone or go into your shop, I get nothing but bad attitudes and no care whatsoever!”

Me: “I’m sorry to hear you feel that way, ma’am, but unfortunately, that is the process as it stands right now.”

Customer: “You are giving me nothing but lies now.”

Me: “Ma’am, I don’t lie to my customers. I am actually very proud of the quality of service I give to anyone I speak to at work.”

Customer: “More rubbish! Now, listen to me. I have been a customer of yours for fifteen years!”

We haven’t been trading for fifteen years.

Customer: “I demand to have this situation resolved now!”

Me: “Ma’am, as I said, the only way to disconnect the device is—”

Customer: “I am fed up with your rubbish. I demand you put me through to your head office right now!”

Me: “Unfortunately, I haven’t got a way of transferring your call, and we don’t have a direct line for them, either.”

Customer: “You had best find one now, because I mean to tell them all about how [Store] are a pack of thieves and liars. I will take names, as well, please.”

Me: “My name is [My Name], and I can give you the postal address for head office if that’s okay?”

Customer: “Well, it will have to be, and who else is part of this scam?”

Me: “Without seeing the paperwork for your connection, I won’t be able to give you any other names, I’m afraid.”

Customer: “Looks like all of this will land on your shoulders, then. Now, here’s what is going to happen: I am going to the bank and cancelling my direct debit, and I’m writing to your head office to tell them how in fifteen years of being a customer, I haven’t once been treated well!”

Me: “I must tell you that if you cancel the direct debit without informing us you are giving notice, you will take on extra charges, and the matter could get handed to a debt collector.”

Customer: “Are you threatening me now?”

Me: “No, ma’am, just letting you know how the situation will be managed from the company’s end.”

Customer: “You people are truly disgusting! I’m an elderly woman and you would send bailiffs round to take all of my belongings because you conned me?!”

Me: “Again, it is part of the terms of the contract you signed. Please make sure, if you do write to our head office, to mention that you will cancel the direct debit without giving us notice. I’ll give you the address now.”

The address was given and the customer slammed the phone down on me. I walked straight over to some existing customers who had come to see me specifically because of the service they received in the past.

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