Should Have Settled Down After The First Time

, , , , , , | Right | October 25, 2018

(I get a call from a woman who hasn’t paid her gas and electric account in twelve months. We are starting the process of taking the account to court to obtain a warrant to forcibly fit a prepayment meter.)

Customer: “Hi. I was calling to make a payment, but I wanted to ask for a settlement. My credit card company offered me a settlement; they took off 50%. If you take that off, I will pay you now in full.”

Me: “I’m afraid we don’t do settlements.”

Customer: “Don’t lie. Every company does settlements.”

Me: “I’m afraid not, ma’am. You can only get settlements on certain types of debt, and utility bill debt is not one of them. If you can only afford to pay half, I can put the remaining balance on a payment plan.”

Customer: “I’ll have to look at my finances and call you back later.”

(The customer hangs up. Thirty minutes later, she calls back and gets through to me again.)

Customer: “Hi, I was speaking to a young lady a while ago ,and I’m calling to take up her offer of settlement; she said if I paid in full today you would take 50% off.”

Me: “Ma’am, I’m afraid that’s not possible. We do not do settlements.”

Customer: “Well, that’s not what the young lady I spoke to earlier said. I was promised a settlement. If you promise something you have to do it; now I demand my settlement!”

Me: “Ma’am, there is no way you were promised a settlement.”

Customer: “Oh, so, you’re calling me a liar? I know what I was told. The girl I spoke to promised me a settlement if I paid in full today. So, you either give me what you promised, or I never pay a single penny.”

Me: “Ma’am, I am the person you spoke to thirty minutes ago, and I know for a fact that I told you several times that you cannot have a settlement on an outstanding utility bill. I am looking at my notes right now.”

Customer: “Liar! You promised a settlement.”

Me: “These calls are recorded. I can prove exactly what I told you.”

(The customer hung up. I made my notes and informed my manager of the call, because I suspected the customer would call back and try and pull a fast one. I was right. The customer called back all day trying to get through to a different advisor, each time claiming somebody promised her a settlement. She paid in full about a week later, but lodged a huge complaint, claiming that everyone was lying to her and that I should be fired for making false promises. She even tried to say one of the advisors called her a b**** when they thought they had put her on hold. Call recordings and extensive notes came to the rescue and we were able to refute every claim she made. Eventually she gave up.)

 

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