Will Get Some Call Back Flack

(I work in a call centre that receives incoming calls from customers often responding to a voicemail left on their voicemail requesting they contact us. I receive the following call:)

Me: “Thank you for calling [Company]. May I have your account number or telephone number if we have called you.”

Caller: *provides telephone number*

Me: “Thank you for that. May I ask you some verification questions?” *verifies account* “Okay, and are you returning a phone call?”

Caller: “What?”

Me: “Did we call you and you are calling us back?”

Caller: “I don’t understand.”

Me: “Did we call you and leave a message for you to call us back?”

Caller: “I’m sorry, I don’t understand.”

Me: *face-palm* “Okay. How can I help you today, ma’am?”

Caller: “Um, yeah, you guys called me and left me a message so I am calling you back. Why did you call me?”