Unfiltered Story #128682

, , | Unfiltered | November 30, 2018

(I work for a roadside insurance company. I deal with phone calls from people who need help outside the Netherlands. Lots of things turned out to be very typical. One of these was quite often made by people who probably travelled from the Netherlands to Morocco by car (through France and Spain) and suffered a breakdown while on the way back:)

“But I can’t pay for the repair costs. The vacation was expensive and I haven’t got any money left.”

I understand that people want to have a vacation and I also understand people who like to visit their fatherland or family abroad. But is it really so hard to budget for emergency expenses? Like… not spending all your money?

You Know You’ve Had A Tough Day When You Laugh At Dad Jokes

, , , , | Right | November 27, 2018

(I’m rebooking a caller’s appointment due to an issue at his property that’s out of our control.)

Me: “Okay, let’s see when we can get you rebooked in, shall we?”

Customer: “Sure thing.”

(I pull up the install diary, and the next appointment is well over a month away. Eight years of experience tells me this uneventful call is about to become eventful.)

Me: “Hmm, bear with me a few moments, if that’s okay; may I pop you on hold?”

Customer: “Okay, no problem.”

(I head over to a manager to see if there is anything to be done, knowing there isn’t, but I really can’t be bothered with the call escalation without asking them first, so I jump through the hoops. I take the customer off hold.)

Me: “Our next appointment is [date over a month away].”

Customer: “Is that a Saturday?”

Me: “Erm, yes it is.”

Customer: “Okay, fine, but answer me this first.”

Me: *bracing myself*

Customer: “What do you call a boomerang that doesn’t come back?”

Me: *an audible sigh of relief as I laugh* “I… I don’t know. What do you call a boomerang that doesn’t come back?”

Customer: “A STICK! See ya!”

Me: *laughing my head off* “Thanks, enjoy your day.”

(That man made a job that has really poorly affected my mental health much easier that day.)

Caller Causes Chaos, But Is Cold-heartedly Calm

, , , , , | Right | November 26, 2018

Content Warning: Car Accident.

I work at an inbound call center that answers for roughly 400 different companies, one of those being an American car-sharing program. I got a call, and the woman on the other end casually informed me that she had just been in an accident.

I asked if she’d had a collision with an object or another person; she replied that it was involving another person. I asked if she’d gotten the other person’s info.

Her response was, “No, because he is not alive anymore.”

It took me a couple seconds to process that, and I continued with the accident report.

The kicker is, the entire time I was filling everything out, she was sitting there complaining about the cold, and kept asking how much longer it was going to take.

That’s what was the most unsettling part of the call: the fact that she had just killed a guy — accidentally, but still — and did not seem to care at all.

Not something I’m going to forget any time soon!

Divorcing Yourself From Your TV

, , , , , | Right | November 25, 2018

(I work for a large TV provider in their billing department.)

Customer: “All of my TVs are showing [common error code that comes up for a variety of reasons].”

Me: “Well, that’s definitely something I can help with. Can I get your phone number so I can bring up your account?”

(I verify account information and see the account status is disconnected.)

Me: “It seems your account is disconnected; give me a moment to read some of the notes and see if I can’t find out what’s going on.”

Customer: “That’s weird. I just paid the bill and everything.”

Me: “I don’t see a balance due, so we definitely received the payment.”

(I begin explaining as I’m reading the notes, which in hindsight is a terrible idea.)

Me: “It looks here like a woman called in earlier and requested the disconnect for… oh.”

Customer: “What?”

Me: “The note says she turned it off as part of a… divorce?”

(There is a long pause, where I can almost hear his heart breaking at the news.)

Customer: “W-what? I had no idea. That’s what it says?”

Me: “I’m so sorry. That’s what the previous rep said in their note.”

Customer: “She didn’t say anything. I can’t believe it. You sure that’s what it says?”

Me: “That’s all it says.” *awkward pause* “If you’d like, I can reactivate the account, or you can call back later. Whatever works for you; we are available 24/7.”

Customer: “Yeah, I’ll just call back later when I figure this out.”

Me: “I’m so sorry.”

Customer: “Don’t be. You didn’t know. Thanks for your help.”

(To the customer: prior notes on the account showed you were a pretty nice guy and treated my fellow reps well. I am truly sorry about how I ham-fistedly broke the news of the divorce, and I hope you found someone more worthy of your affections!)

Bad Debts Get Bad Language

, , , , , | Right | November 24, 2018

(I am a debt collector, so I have had several interesting phone calls, but this one is a favorite. To speak to someone who isn’t the account holder, we must have verbal authorization from the account holder to speak with them, for obvious security reasons.)

Me: “Good afternoon. Thank you for calling [Company]. My name is [My Name], speaking on a recorded line. Who do I have the pleasure of assisting today?”

Customer: “Well, my name is [First Name], but I’m calling because you called for my dad and I’d like to know why.”

Me: “Okay, no problem. Do you have a reference number, or his full name, so I can pull up his file?”

Customer: “No, I want to know why you called my elderly father!”

Me: “Ma’am, I’m sorry, but I do have thousands of customers, so I’m not sure why we called your father. It could possibly be a wrong number.”

Customer: “Well, we got a letter saying he owes [Client]. He has no affiliation with them! We called them, and they said he owes nothing!”

(Once a debt is in my office, this particular client forwards all those calls to our office.)

Me: “Well, ma’am, as I stated previously, it’s possible it’s a wrong number or a fraud. What’s the number we called, so I can find the file?”

Customer: “I’m not giving you anything! You should be ashamed of yourself, calling old people for an imaginary debt!”

Me: “Ma’am, I’m here to help; I’m just trying to do my job.”

Customer: “I’m sorry that you have that job. You should try finding a new one, unless you’re just a crooked, evil person who likes harassing old people!”

Me: “Ma’am, I’m not sorry I have this job. I like working here. I’m here to help, but if we’re unable to keep this on a professional level, I am going to have to disconnect the phone call.”

Customer: “Well, before you disconnect, you can go f*** yourself!” *click*

(I immediately brought that call to my supervisor to listen to and get a good laugh out of. To this day I have no idea why she thinks elderly people are incapable of accruing debt, and why they should be exempt from being held responsible for it!)

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