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My customers are always coming up with their own definitions for words. The first three are just from yesterday at the credit card call center:
I had one call were the customer wanted to know why he was being charged finance charges every month. According to him, he wasn't financing anything, just merely using our money to pay for his stuff, and therefore there shouldn't be any finance charges. I also had to explain to this guy why not paying his credit card bill was bad. This turned into a 20 minute call.
Later on, I get a call from some guy that received a letter from us. It seems the customer had an issue with getting overcharged by a store and then got the overcharge credited back. The problem was, he seemed to still be demanding that we do something about it. The letter was basically a generic letter to get him at call us up and clarify what he wanted. When I asked him to explain, he said the store owed him a credit. I then informed him that he had received a credit but he refused to believe me. According to him, he never received a credit, just "a bunch of money placed back into my account" and he still needed a credit. I went over and over with his over the definition of a credit and he continually refused to believe that all the money placed back into his account was the credit. Another 15 minutes of frustration.
And on my last call of the day, I got this gem:
SC: What was the last purchase made on my card?
ME: You spent $24.57 at Walmart on the 23rd.
SC: And what purchases did I make after my last purchase?
ME:
Also, lately, I've been getting more than a couple customers that seem to think the words "bill" and "payment" are interchangable. I get a lot of "Have you received my bill yet? I mailed it out a week ago" and "I was looking over my payment today and........"
I also talked to a woman that wanted to report a charge on her bill as fraudualent, not because it was unauthorized, but because she thought the price of the item she bought was too high.
And last but not least, there was a guy that thought because the interest rate, also known as an Annual Percentage Rate, has the word "annual" in it, that means we are only allowed to charge interest once a year.
I had one call were the customer wanted to know why he was being charged finance charges every month. According to him, he wasn't financing anything, just merely using our money to pay for his stuff, and therefore there shouldn't be any finance charges. I also had to explain to this guy why not paying his credit card bill was bad. This turned into a 20 minute call.
Later on, I get a call from some guy that received a letter from us. It seems the customer had an issue with getting overcharged by a store and then got the overcharge credited back. The problem was, he seemed to still be demanding that we do something about it. The letter was basically a generic letter to get him at call us up and clarify what he wanted. When I asked him to explain, he said the store owed him a credit. I then informed him that he had received a credit but he refused to believe me. According to him, he never received a credit, just "a bunch of money placed back into my account" and he still needed a credit. I went over and over with his over the definition of a credit and he continually refused to believe that all the money placed back into his account was the credit. Another 15 minutes of frustration.
And on my last call of the day, I got this gem:
SC: What was the last purchase made on my card?
ME: You spent $24.57 at Walmart on the 23rd.
SC: And what purchases did I make after my last purchase?
ME:
Also, lately, I've been getting more than a couple customers that seem to think the words "bill" and "payment" are interchangable. I get a lot of "Have you received my bill yet? I mailed it out a week ago" and "I was looking over my payment today and........"
I also talked to a woman that wanted to report a charge on her bill as fraudualent, not because it was unauthorized, but because she thought the price of the item she bought was too high.
And last but not least, there was a guy that thought because the interest rate, also known as an Annual Percentage Rate, has the word "annual" in it, that means we are only allowed to charge interest once a year.
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