Not Indebted To That Refund

, , , , , , | Right | July 20, 2018

(I work for a utility company in a department called “aged debt.” Basically we handle all accounts where we have not had payment for 18 months or longer.)

Customer: “I want to speak to a manager right now!” *continues shouting incoherently so I have no idea what is actually wrong*

Me: “I’m sorry, sir. I’ll be happy to put you through to a manager, but I need to know what the problem is first, or they won’t take the call.”

Customer: *sighing irritably* “Fine. I got a nasty letter from you saying I haven’t paid my bill and I owe you all this money, but I paid you. How dare you send me threatening letters telling customers they haven’t paid when they have?! I’m going to sue you for harassment and defamation!”

Me: “Oh. I’m terribly sorry, sir. Can I get your account number so I can look into this?”

(The customer begrudgingly gives me details, and I see that, true to his word, his balance is at zero.)

Me: “Yes, I can see your balance is paid. Do you have the letter with you?”

Customer: “Yes, I have it in my hand right now.”

Me: “What is the date on the top corner of the letter?”

(The customer reads the date and it turns out that it was sent out the day before he paid the bill off in full.)

Me: “The letter was sent the day before you paid. It can take three to five days to receive them. It just crossed in the post. I’m very sorry, sir. Please disregard it. I can confirm your account is all paid and up to date, and no further letters have been issued.”

Customer: “So, you think it’s okay to threaten customers who paid?”

Me: “I’m sorry, sir, but as I said, the letter left our office the day before you paid. At that time, you did have a balance.”

Customer: “Well, I want to be refunded all the money I paid, to compensate me for the stress of having to read a letter that you never should have sent.”

Me: “I’m terribly sorry, sir, but as I said, that letter went out the day before you paid the bill. By the time you did pay it, it had already left the office.”

Customer: “That’s not good enough! I demand compensation!”

Me: *now getting a little irritated at the cyclical conversation* “There wasn’t anything we could have done, unless you think we should have chased the mailman and taken it from him before it got delivered to you.”

Customer: “Don’t be f****** stupid. Just don’t send out letters that say customers haven’t paid when they f****** have.” *hangs up*

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