Unfiltered Story #99190

, | Unfiltered | November 1, 2017

(I work in a call centre answering travel claim queries. For ease, it is quite common for customers to have had the treating doctor submit their claim, especially for the particular client as their customers are often of retirement age.)

Me: *general opening how can I help you spiel* 

Customer: “I’ve received a letter but I’ve not been ill and I’ve not made a claim.”

Me: “Okay, well let me take your reference and look that up.”

(Some time later in the call after the customer has given me the info.)

Me: “So I see here you saw the doctor and there was a mention of chest pain they have billed us for [treatments for X amount] so we wrote to you to see if you had expenses.”

Customer: “No, no, that’s all wrong. I’ve paid it all.”

Me: “Okay, I’m sorry, it’s just the clinic—”

Customer: *cutting me off* “No, no, I didn’t go to a Doctor.”

Me: “Okay… so nothing happened then?”

Customer: “Well I fell over a lounger, and the doctor came to me, no clinic.”
(I feel slightly more relaxed about this now, sometimes we do get completely fraudulent claims from clinics. This customer did have a doctor visit though and it’s billed to the clinic. I take some time to explain how this process works including how the clinic might bill for time, and ask the customer how their chest is feeling now.)

Customer: “It wasn’t anything to do with my chest! it was my ribs. You obviously haven’t got a clue about this. I haven’t made a claim.”

(It took another 20-minutes to explain that your ribs are in fact part of your chest and that a minor language barrier understandably lead to this description. The real kicker is that she wanted me to call her back after her hospital appointment due to residual pain in her chest.)

Scamming You From Coast To Coast

, , , | Right | October 25, 2017

(It is the late 90s and I work in a call center for a large cellphone company. This company has both nationwide and regional plans. If a person leaves their coverage area, they are charged roaming fees that can be quite expensive. Many people getting hit by these fees call us to try and have them waived with a myriad of excuses. The most common excuse attempted is, “I was never in [Location]; your system is broken.” Whenever this happens, I show them on the itemized section of the bill how every call is listed, along with the location the call was made from. Almost nobody ever looks at anything besides the total. I then point out the very obvious path, visible on their own bill, that the customer took from their home to a place outside the coverage area, and, usually, back again. Even if there isn’t a path, most of the time there is an obvious break in calls that would easily fit within a trip from their usual location to where they were when the charges were applied.)

Me: “Thank you for calling [Company]. How can I help?”

Customer: “Your computer system messed up and charged me roaming fees when it shouldn’t have.”

Me: “Okay, why don’t you bring out your bill and we’ll—”

Customer: *cutting me off* “I’ve already gone over the bill, and if you go to [page number] you will see that I have calls from home, and then not three minutes later it says I have calls from roaming!”

(Looking at the bill, it is listed exactly as he described. The roaming calls are located halfway across the continent, so this is definitely not simply an issue of him crossing the border in three minutes. In addition to billing issues, I am also tech support and have access to tower data. I look up the exact tower each call was connected to when a call was made, which is logged in the account for troubleshooting purposes. This information, however, is not printed on the bill. Bringing up the tower location details of his calls around the time on the bill easily answers the reason for the discrepancy.)

Me: “So, I have been going through the details of these calls to find the source of this ‘glitch’ you pointed out, and I noticed that the last call made before the roaming charges started was from a tower located within [Major East Coast International Airport], and the first call made when the charges started is from a tower located within [Major West Coast International Airport].”

Customer: “…”

Me: “Taking the timezones into account, that would be about the time it takes to fly between—”

Customer: *click*

Unfiltered Story #98666

, | Unfiltered | October 23, 2017

(Our call center’s hold music is an awful, screechy sounding pop singer that a few coworker and I have been pleading to get changed).

Caller: *in a thick souther drawl* “Now I don’t want you to think this is no personal attack, and I ain’t tryna be rude, but yall’s hold music sucks a**.”

Jokes Are Your Real Calling

, , , , , | Right | October 23, 2017

(I work in an outbound call center. Customers fill out information online and we, along with others in our industry, then make calls… a lot of them. This leads to a lot of people getting irate. Sometimes we win them over; sometimes we can’t. This guy, though…)

Me: “Hi, is this [Customer]?”

Customer: “You are the ninth person to call me!”

Me: “I’m the ninth caller? Do I win the car?”

(This brought him to a stop and made him laugh. While he and I did have a good conversation, ultimately, we weren’t able to help him. Call of the day, though!)

The Buffalo Thing Never Gets Old

, , , , , | Right | October 20, 2017

(I work in a call centre for a major pizza chain. Our wings are also very popular with our customers.)

Me: “Thank you for calling [Company], [My Name] speaking.”

Customer: “Hi, I want to order some wings.”

Me: “No problem. I just need to start with your phone number, please.”

Customer: “Before we start, I need to ask you something.”

Me: “Certainly, sir. What can I help you with?”

Customer: “Are all your wings buffalo wings, or do you carry chicken wings, too?”

Me: “…”

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