Taking Charge Of The Charge

| MA, USA | Right | October 18, 2012

(My coworker is speaking with a customer about her bill.)

Customer: “There is no reason why my bill is $250 this month. I can’t afford that, and I can’t have my phone turned off, you need to explain this to me. My bill should be $90.”

Coworker: *addresses customer by name* “You come in here every month about your bill being high, and I explain it to you every month.”

Customer: “Well explain it to me again.”

Coworker: “You have a plan for X minutes and you exceeded those minutes by Y amount of minutes, causing the $160 worth of overages. What I can do is give you Plan Z which covers all of the minutes you use, and your monthly bill would be $120 every month. I can even backdate it to cover this bill.”

Customer: “And I told you last month, I can’t change my f***ing plan to $120, because I can’t f***ing afford my bill to be over $100 each f***ing month!”

(My manager hears the commotion and comes over.)

Manager: “I couldn’t help but hear your language, and while I appreciate that you are frustrated, I am going to have to ask you to clean up your language while you are here. Maybe I can help… what is making you so upset?”

Customer: “My bill is too expensive every month, and I try to get it fixed every month and he…” *points at coworker* “…never helps me!”

Manager: “Let me take a look.” *looks over account* “I see that you have some overage charges in here.”

Customer: “Yes. My bill should only be $90.”

Manager: “There’s an easy solution that would make it so that you wouldn’t have to pay $250 every month. If you change to Plan Z, it would cover all the minutes you use, and you would be saving $130 each month by only paying $120 instead of $250.”

Customer: “F*** you!”

(The customer storms out of the store.)

1 Thumbs
  • EJ Nauls-Poland

    Lady if you can’t afford for your phone bill to be more than $100 a month then maybe you don’t need a phone.

    • Alison Steiner

      Oh no she just thinks he can bully the employees and manager into keeping it at 90 and just dropping all other charges if she throws a fit. I am glad they didn’t give in

    • Abigail Hermione Irwin

      I’m sure she does need her phone, but she is obviously using it far more than she can afford … and somehow she’s decided none of that is her fault.

  • Abigail Hermione Irwin


  • Rachel Schmachel

    Am I correct in thinking that you use your “minutes” when people call you in the US? How does that work? Do you just not answer the phone when you’re low? No wonder telemarketers are so hated.

    • Natalie

      Yeah, but the minutes are usually in the 100s. At least for one person. And they usually wouldn’t include people on your plan or sometimes you could have a few friends on a list you could call for free. Back in the day, calls after 7pm would be free too. Unlimited minutes are pretty common today, though. It’s the data everyone fights about.

      • Rachel Schmachel

        Thanks Natalie 🙂