Shut Up And Take My Money!

, , , , , , | Working | February 16, 2019

(My family is using a company for our cell phones, who in turn use a national carrier to actually provide the cell service. For a number of reasons — of their doing — we decide to close our account and change companies. We receive a last bill demanding “immediate payment,” which only offers the ability to pay online, in person at a store, or by calling a listed phone number — no mailing address. I attempt to pay online, but am not able to, as I don’t have an “active phone.” I decide to pay in person. This is the sequence of events, as I attempt to PAY my last bill. At the store:)

Me: “I need to pay our bill. We no longer have an active phone with you, so I couldn’t pay online.”

Customer Service Person #1: *looks up my information* “I’m sorry, but we cannot take your money. We no longer handle bills for [National Carrier] you were using. You can only pay by phone.”

(I go home and call the phone number on the bill.)

Me: “I need to pay our last bill. We don’t have an active phone, so I couldn’t pay online, and the person at [Store] said they no longer collect bills for [National Carrier].”

(I give him the account and the disconnected phone number.)

Customer Service Person #2: *collects my information from me* “I’m sorry, but we cannot take your money. We also no longer handle bills for [National Carrier], either. You have to call your old carrier.”

Me: “I have only ever used you to pay my bill. This is the only phone number on my bill, and I don’t have a [National Carrier] number. I have no one else to call, and I just need to pay my last bill.”

Customer Service Person #2: “Let put you on hold, so I can talk to my supervisor.”

(He disconnects me instead. I call back, and explain the entire story again.)

Customer Service Person #3: *recollects my information* “Let me put you on hold, so I can figure out what to do.”

(Five to ten minutes go by.)

Customer Service Person #3: “Unfortunately, you will have to call [National Carrier] to pay this bill, as we cannot take your money for [National Carrier].”

(However, this time she gives me a number to call which is not on the bill. I call the new number, which uses the exact same menu navigation, making me think it’s the same place. I explain the entire story again, and include the account and disconnected phone numbers.)

Customer Service Person #4: *collects my information from me* “I’m sorry, but I cannot take your money without an active phone. Once we suspend your phone for non-payment, you have to pay in person at [Store].”

Me: “Listen. It wasn’t suspended for non-payment. I cancelled my account with you, and this is my last bill with you. As I told you, the store already told me they couldn’t take my money, and that I could only pay over the phone. All I want to do is pay you what I owe you. Why can’t I pay you if I have the account number and old phone number, and you have access to my account?”

Customer Service Person #4: “Okay, let me put you on with my supervisor.”

(I’m transferred to the supervisor and explain the entire story yet again, with all the account information.)

Supervisor: *she collects my account information again* “I’m sorry, but I cannot take your money without an active phone attached to the account.”

Me: *explains to her entire story for a second time* “I don’t understand why this isn’t enough information to give you the money that I owe you, since [Store] can’t take my money in person.”

Supervisor: “Okay, let me see what I can do.”

(After a few minutes, she comes back on and asks me several new questions. Then she takes my credit card information.)

Supervisor: “Now, then, I must warn you that there is an additional fee, since you paid by phone, instead of paying online or in person.”

(I have had enough!)

Me:This is ridiculous! I will not pay a fee as if it is some kind of privilege to pay you! You wouldn’t allow me to make my payment online or in person, and are forcing me to pay you by phone! Listen. You have two options: take my money right now for only for the bill total, or I am going to hang up on you and never pay this bill. What can you do? Cut off my already deactivated phone? I cannot believe that you all have refused to take my money.

(She agreed to waive the fee and took only the bill amount. Who knew that trying to actually give someone money would be so hard?!)

Unfiltered Story #135153

, , | Unfiltered | December 31, 2018

(I work at a cell phone store as a sales rep. A couple and their child, I assume, walk in and head straight to a display of basic phones. They are dressed kind of poorly, and seem hard to approach. After some time, since no other employees seem to want to go up to them, I do and greet them.)

Me: hello welcome to [phone company]! What brings you in today?

Male customer: Yes, I’d like…uh…this one. (Points to our slider phone and smiles a toothless/rotten smile)

Me: Great! Do you have an existing account, or would you like to go over pricing for a new account?

Male customer: No.
(He goes back to touching and playing with the slider phone. By this point the woman and child are playing with different smart phones.)

Me: alright? Well we offer two options to go ahead and get that phone. Are you a new customer? Or should I pull up your account?

Male customer: Oh I don’t want an account here. I have [other phone company]. I just want this phone cuz it’s basic and I hate smart phones.

Female customer: (pointing to an obvious smart phone) Is this a touch screen phone?

Me: …ye-

Male customer: (to his female partner) of course that’s a smart screen touch phone. Use your brain. (To me) Do you have this slider phone in [other phone company] brand, so I can use it at [other phone company]

Me: Well we are [my phone company] so I only have our brand of phones.

Male customer: Oh, well [another phone company] would also work on [his phone company] so do you have any of that brand either?

Me: Again, we are [my phone company]. That means I can set you up with that phone and a new account here in [my phone company] or you can look at another store that isn’t [my phone company].

(They looked at me dumbfounded and turned to play with the phone again before leaving.)

Obamacare Now Provides Free Phones

, , , , , , | Right | December 3, 2018

(I work for a major cell phone provider in the US. My store is a “store-within-a-store” partnered with another electronics chain. Our partner chain previously serviced multiple contract and prepaid providers Tracfone, Net 10, etc. When we came in, which was about two years ago, the company stopped selling any services besides our brand. From time to time we get someone looking for brands we no longer offer and we are supposed to offer them service.)

Customer: “This phone is a f****** piece of s***. I need a new one. What do you guys have on sale? I have an ‘Obama phone’ but it doesn’t have Internet. That d**k gives illegal immigrants health care but he can’t give citizens a phone with f****** Internet.”

Me: “Okay, are you currently on a contract or prepaid service?”

Customer: “I don’t have no contract. I want a new phone; this thing is junk.”

Me: “Okay, do you have [prepaid option #1] or [prepaid option #2]?”

Customer: “No, I have [Competitor]. I need a new phone; can’t a just buy one of these so you can put it on my number?”

Me: “Unfortunately, these phones are for [prepaid options] and won’t work on [Competitor]’s network. But we have holiday promotions going on right now for both prepaid and contract service if you bring your number in from another company.”

Customer: “Well, right now when my time runs out I have to get another card or my phone shuts off. It’s bull-s***. Do you have anything that won’t do that?”

Me: “Well, we have unlimited service without contract plans. I can run your credit and see what your elig—”

Customer: “I don’t want a f****** contract. They are scams. What is the other option?”

Me: “Well, on [prepaid option #1] you can get unlimited talk, text, and data for [price] a month. You just have to buy airtime every thirty days to keep your service. If you bring in your phone number you get [Phone] for free. You just have to buy the airtime.”

Customer: “How do I do that?”

Me: “You can pay here in store, over the phone, through an app, or sign up for auto-pay.”

Customer: “No way. I’m not giving you a**holes my credit card number. I don’t want to have to get a card to turn my service on. I already told you that.”

Me: “So… You don’t want a contract and you don’t want to buy airtime cards each month?”

Customer: “Yeah. How do I do that?”

Me: “Well, I don’t know of any service that offers an option other than contract or prepaid.”

Customer: “I just want it not to shut me off without having to get a card.”

Me: “Do you mean the Internet? You don’t want to have to renew service when you use all of your Internet?”

Customer: “Exactly. I don’t know why you didn’t understand. I don’t know why [Store] hired such a dumb b****!”

Me: *at this point I’m ignoring his insults because I don’t have the energy to ask him to leave* “Sir, I thought you understood that unlimited means there is no limit.”

Customer: “You didn’t say unlimited Internet!”

Me: “I’m sorry. That’s what I meant by unlimited data.”

Customer: “Well, you shouldn’t say that. Data is what the s*** on my f****** phone is called? How did you get this f****** job?”

Me: *still ignoring his insults* “So, would you like to start service today?”

Customer: “How much will it cost?”

Me: “[Amount] plus tax, if you bring in your number.”

Customer: “I thought you said it was free! You’re trying to rip me off.”

Me: “Unfortunately, the only thing free on the promotion is the device. You would have to pay for airtime.”

Customer: “Why can’t you just bill me later?”

Me: “You said you didn’t want contract service.”

Customer: “I don’t!”

(At this point I had to excuse myself for a moment and get a manager. He had to have the same conversation, while I rage-smoked two cigarettes.)

Me: “So, what’d you tell him?”

Manager: “That if he wanted free service he’d have to stick with the ‘Obama phone,’ because I don’t know anyone else giving away free cell phones and service!”

Unfiltered Story #123504

, , | Unfiltered | October 15, 2018

This interaction took place between a coworker and a customer as I was finishing up taking a payment for another customer.

Customer: I would like to change my plan to the Unlimited Talk and Text with one gigabyte of data for our two phones.
Coworker: Let me take a look at your account real quick, and see what we are working with.  What’s your phone number.

She pulls up the customers account and sees that the customer is currently on a 3GB plan, and is using an average of 1.5GB a month.

Coworker: Ma’am, You are currently using about one and a half gigabytes every month, by switching you to the lower plan, I would only be saving you $10 a month. With the amount of data you are using you would end up with almost $30 in overages.
Customer:  My bill is too high, I want you to put me on the 1 gigabyte plan.
Coworker:  Would you like to put a usage cap on the account then to make sure you don’t go over?
Customer *hastily grabbing her purse and storming towards the door*:  I’ll just call and have them do it.  I’ll get better customer service that way!

Dialing Security Is Very Real, Though

, , , , , , | Right | June 17, 2018

(I work in a store that has cell phones on display. The cell phones are connected to wires to prevent people from taking them. On top of that, most of the phones on display are fake and have no use. I’m working today when a particularly suspicious teenager walks in the store.)

Me: “Hello there. How may I help you?”

Teenager: “Oh, I’m fine. Just browsing.”

Me: “Okay, let me know if there is anything I can do for you.”

(For a little while, he just walks around, and then finally stops by a phone. He messes around with the phone and then pulls on it, thinking that no one will notice him. The wire stops him from pulling it away, but for some reason, he doesn’t realize this and keeps pulling.)

Me: “Um, excuse me, but what are you trying to do?”

Teenager: *while still pulling on the fake phone* “Oh, nothing, don’t mind me.”

Me: “You can let go of the phone now. It’s fake, anyway, and it’s attached to a wire so you can’t pull it away.”

Teenager: *looks down and realizes his mistakes* “Ha, um, yeah, I knew that. That’s why I was tugging on it, ‘cause I knew it was fake, ya know?”

(He left extremely embarrassed.)