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Customer calls in with a past due balance of $150 that is 43 days past due. At 55 days their cable box gets interrupted, and if they still don't pay they are subject to disconnection. He proceeds to tell me he spoke to someone who told him if he pays $50 of the past due he'd get a twenty (!) day extention to pay the remaining balance.
I of course check the notes and not only don't find a record of such discussion, there's no record of him talking to anyone for weeks prior. I inform him as politely as possible that the full balance needs to be paid to avoid interruption and if he was told differently I was sorry. He tries to press the issue by stating that he was told he would get an extention, to which I had to get a little more forceful by flatly pointing out that even if he was told that, there's no way we could extend the time before interruption since it's all on an automated process. At this point he meekly asked to speak to "someone else" before remembering he needed to ask for a "higher-up" while still clinging to the belief that he would get his precious extention. I advised that anyone else he would talk to, including a supervisor, would tell him the same thing.
I happily forwarded him to a supervisor. I didn't bother to chech the notes to see the results. I didn't need to, since it didn't matter if the supervisor wanted to cave in or not there is literally no way to give the guy what he wanted.
I of course check the notes and not only don't find a record of such discussion, there's no record of him talking to anyone for weeks prior. I inform him as politely as possible that the full balance needs to be paid to avoid interruption and if he was told differently I was sorry. He tries to press the issue by stating that he was told he would get an extention, to which I had to get a little more forceful by flatly pointing out that even if he was told that, there's no way we could extend the time before interruption since it's all on an automated process. At this point he meekly asked to speak to "someone else" before remembering he needed to ask for a "higher-up" while still clinging to the belief that he would get his precious extention. I advised that anyone else he would talk to, including a supervisor, would tell him the same thing.
I happily forwarded him to a supervisor. I didn't bother to chech the notes to see the results. I didn't need to, since it didn't matter if the supervisor wanted to cave in or not there is literally no way to give the guy what he wanted.
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