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I wasn't sure where to post this as it IS a sucky customer story, but... not your usual, I guess. Anyway, I figured here was the best of all the options.
I work for a cell phone company, and I had a woman call my department to ask for a promotion we were offering. Basically, we offer x amount of dollars credit to your bill in return for a new two year agreement. The catch is, it's not a normal account adjustment. It's a code we apply to your account, so it takes 1-2 bills to actually go into effect. This is stated on the flier quite clearly.
So this woman calls in, I go through all the terms with her, and this is something I mention to her, as we are required to on every call. She agrees and I add it on, then she says something to the effect of, "So how much do I owe now?" I roll my eyes, knowing an argument is to ensue. "The same amount that is on your most recent bill, ma'am." No, she tells me, that's bullshit, my company never tells anybody the full story, I shouldn't have led her on, etc.
I go into her financial information (bill, amount due, payment info, etc) to see if there's anything I can do to help her, because I was feeling nice that day. Don't ask me why, but now and then, it happens. She begins berating me about our company always jacking up her bill, and surprise, guess how many payments she's made in the past year? FIVE. She was constantly being shut off, she'd pay just enough to get turned back on, make payment arrangements, etc. I looked through her notes and come to find out, she's called multiple times a week for the past year and berated our representatives. Cursing, threatening, the gambit. Evidently, somebody got sick of it.
She said something that sparked my curiousity (something about us calling her broke on her bills), and I started looking at the copies of her bills after I finally convinced her there was nothing more I could do for her. Sure enough, a few bills back, I found that somebody had changed her billing name. It had since been changed back, but I was able to brighten my entire call center's day by showing them this gem on the bill's address page. Instead of her address showing up normally (for example, Lisa Smith, 123 Main St., Somewhere, USA), hers said:
Lisa "I'M BROKE" Smith
123 Main St.
Somewhere, USA
I work for a cell phone company, and I had a woman call my department to ask for a promotion we were offering. Basically, we offer x amount of dollars credit to your bill in return for a new two year agreement. The catch is, it's not a normal account adjustment. It's a code we apply to your account, so it takes 1-2 bills to actually go into effect. This is stated on the flier quite clearly.
So this woman calls in, I go through all the terms with her, and this is something I mention to her, as we are required to on every call. She agrees and I add it on, then she says something to the effect of, "So how much do I owe now?" I roll my eyes, knowing an argument is to ensue. "The same amount that is on your most recent bill, ma'am." No, she tells me, that's bullshit, my company never tells anybody the full story, I shouldn't have led her on, etc.
I go into her financial information (bill, amount due, payment info, etc) to see if there's anything I can do to help her, because I was feeling nice that day. Don't ask me why, but now and then, it happens. She begins berating me about our company always jacking up her bill, and surprise, guess how many payments she's made in the past year? FIVE. She was constantly being shut off, she'd pay just enough to get turned back on, make payment arrangements, etc. I looked through her notes and come to find out, she's called multiple times a week for the past year and berated our representatives. Cursing, threatening, the gambit. Evidently, somebody got sick of it.
She said something that sparked my curiousity (something about us calling her broke on her bills), and I started looking at the copies of her bills after I finally convinced her there was nothing more I could do for her. Sure enough, a few bills back, I found that somebody had changed her billing name. It had since been changed back, but I was able to brighten my entire call center's day by showing them this gem on the bill's address page. Instead of her address showing up normally (for example, Lisa Smith, 123 Main St., Somewhere, USA), hers said:
Lisa "I'M BROKE" Smith
123 Main St.
Somewhere, USA
Okay, see, that would upset me.
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