Doubly Charged, Doubly Angry

, , , , | Right | July 25, 2018

(I’m a manager for one of the corporate retail stores for a large cell phone provider. I am the only manager on duty during a fairly busy shift. One of my employees answers the phone, and the gentleman on the other end asks to speak with a manager. She informs him that I’m currently assisting another guest, and offers to take his name and number to have me call him back. He says he’ll hold. He is on hold for two minutes before he hangs up and calls back. He is then on hold for less than a minute. This is the conversation that follows.)

Me: “Hi, this is [My Name]. Thank you for holding. How may I help you?”

Guest: “F****** finally! I’ve been on hold waiting for you for twenty minutes!”

Me: “I do apologize for that, sir; we have been a bit busy tonight. How can I help you?”

Guest: “I’m just calling to warn you I’m coming in tomorrow with copies of my bank statements that show I was charged twice for my bill: once on the 28th and again on the 2nd!”

Me: “Okay, I can understand the frustration with that. Did you make the payment in store?”

Guest: “No, it is set up on automatic payments. So, when I bring this paperwork in tomorrow, you will be giving me a refund, same day, right?”

Me: “I’m sorry, sir, but unfortunately I am unable to process a refund in-store for a payment made via auto-pay. I can, however, file a ticket to have your money refunded with the paperwork provided, and it normally takes two to three business days to have the money back in your account.”

Guest: “I was told I had to bring my paperwork into the store in order to have this processed! Why the h*** can you not f****** give me my money back in-store, b****?!”

Me: “Sir, I’m going to ask you not to speak to me like that. Unfortunately, there is no way for me to override the system to process that type of refund, since the transaction was not done in my store. I will be happy—”

Guest: “F*** YOU! I’m bringing in my lawyer tomorrow! I don’t understand why you can’t just give me my money back from your register.”

Me: “Sir, I understand that you are upset, and I’m willing to get it resolved for you, but I have to account for all my cash in my store, and like I stated before, I have no way of overriding an auto-pay payment. If you want to come in, I’d be happy to file the refund for you; however, if you choose to hire a lawyer, I will be unable to assist you in-store.”

(This is company policy.)

Guest: “You’re lying to get out of giving me my money back, b****! I can’t believe this. I bet you took the money and deposited it into your account! You are robbing me and don’t even care!”

Me: “Uh… Sir, if you don’t want come in and have us file for a refund with your paperwork showing the error, you can always call your bank and have them dispute the charge.”

(The guest started yelling wonderfully colorful words and calling me some imaginative names before hanging up on me. I stared at the phone for a good minute before I even hung it up.)

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