Tweet
I have a bunch of stories saved up but this one deserves a thread of its own, and honestly I'm in no mood to rant about anyone but her... forewarned, huge rant and probably some language, though I'm trying to remember more details.
I just got off work about an hour and a half ago, takes me about half an hour to drive home, and between fifteen minutes (just after this call, my last of the day) before I was done with my shift, and about 15 minutes ago, I have been crying my eyes out because of how upset this ... woman... made me.
Now, I'm not an easy one to get upset. Yell and scream and swear at me because of your bill, your life sucks, my company sucks, I suck cause I can't help you as a rep of my company, I'll be sympathetic and do what I can for you, and endure it because I do understand... but start to insult me personally... I have two modes. Pissed off and upset to the point of being sick. Today, mostly the latter, with a little of the former.
One thing I am glad of, is that this woman was the last call I did of the day, because I was so close to being done, and I didn't have to deal with any more customers after her. Correction, two things... I also love my supervisors, sometimes.
Now, down to the story.
DW: Embodiment of spiteful, hate-encrusted, worm writhing in her own excrement until she can make her way down to Hell... we'll shorten it to Demon Woman. (Yes, a little vengeful, bear with me.)
Me:
Sup1: Wonderful sup who recently started being so.
Sup2: My own sup, who is also great.
(Again, warning, this is very long.. as if it isn't already!)
Me: Good evening, my name is ShadedWings, may I have your account number please?
DW: *give account number*
Me: Thank you, and your name?
DW: *mumbles something short and that sounds similar to last name*
Me: *letting it go for the moment* Thank you, just one moment while I load up the account please... *after a moment of my computer being slow as frozen slugs riding on turtles in hell* ... I'm sorry, could you repeat your name for me?
DW: *spits out the last name on the account*
Me: *looking at a male name on account, no contacts listed* And your relationship to the account holder?
DW: Good.
Me: ... I'm sorry, could you repeat that for me?
DW: Good!
Me: ...
I'm.. sorry, I do need your relationship to the account holder, please? *thinking she just didn't hear me right*
DW: I said, it's good. We're okay.
Me: Um... okay, but I need your relationship.
DW: What do you mean?
(note, this lady has absolutely no accent whatsoever, nothing to give me the impression she might not understand the definition... but I give the benefit of the doubt... ha)
Me: How are you related to *first name on account*?
DW: I'm Mrs. Lastname.
Me: And what relation are you to him?
DW: What possible answers would there be, for me to be Mrs. Lastname.
Me: Well, without any contact notes on this account, Mrs. Lastname could be sister, mother, grandmother, aunt... I really do need to know your relation to him, or I will not be able to discuss the account with you.
DW: What if I'm his grandmother, then?
Me: Then I would not be able to discuss this account with you without his permission.
DW: *gives me the run around for a few more minutes.. then finally gives me an answer!* Spouse!
Me: Thank you, and what can I do for you today?
DW: I already SAID that, now I want an ANSWER for my question.
(honestly, she did say something toward the start of the call, but after arguing with her for ten minutes over who she friggin was, I had forgotten it... bah)
Me: I do apologize, but we've discussed a lot since asked, and to be honest, I have forgotten what you did ask. If you could please repeat it for me, I would be grateful.
DW: I SAID, since you have memory problems, that I got a call on my answering machine, giving a number, and I called that number and it was out of service. I want to know why would you be calling me anyway, and why would the number be out of service.
Me: I'm not sure why the number would be out of service on the message, but I can see maybe why --
DW: I can GIVE you the number, and you can look it up and tell me what it's for.
Me: Okay, what's the number?
DW: *rustling, then gives number*
Me: I don't see that number on my contact list, I'm honestly not sure why that number would be given out, or what its for.
(thinking, it's probably that she wrote it down wrong, or the message, which was most likely automated, was garbled...)
DW: You're not sure of A LOT of things, it seems. Well, look it up and tell me what it was for.
Me: I do not have that number on my contact list, I wouldn't be able to tell you what it's for.
DW: Who WOULD have it on their list, and could tell me?
Me: *getting a bit frustrated* Well, a supervisor might, but again, I'm not certain if they would, since we generally have the same contact lists...
DW: I can play the message FOR you and you can listen yourself, do you want that? THEN maybe you could tell me.
Me: *fighting to keep calm tone* If you want me to listen to it, I can, but as I've said, I'm not sure about the phone number (attempting to get to a different topic) but as for the reason we called you, I do see that you have a disconnection notice for 331.01...
DW: I MADE a payment.
Me: ... Yess, I do see that, we did receive a payment of 250.00, but the disconnection notice was for 331.01.
DW: And?
Me: *getting more irritated and flustered* .... and that leaves a remaining disconnection amount of 181.01 (yes I know it's wrong, I'll get to that in a second).
DW: What?
Me: There is a remaining disconnection amount --
DW: I heard you, and you need to think again.
Me: I'm sorry?
DW: You obviously can't do even basic math, if you think that's right.
Me: *uses a calculator instead of head-math this time* Oh, I see, I do apologize, it's 81.01, I'm sorry about that.
DW: Yes, that's right, you got it this time. Where did you even go to school if you can't do basic math.
Me: Texas. *being impertinent at this point, very annoyed, but still managing a professional tone*
DW: And they can't do basic math in Texas?
Me: Most likely. *smartass*
DW: Most likely.. uh huh. Obviously. Well, then, what do I need to do?
Me: To stop the disconnection we need another payment of 81.01.
DW: No you don't. I spoke with ... Brian. And HE told me I wouldn't be disconnected.
Me: Hmm, well let me look over the notes on the account and see what I have here...
DW: OH my GOD, haven't you even done THAT YET?? You're entirely too slow and obviously incompetent at your job!
Me: *decides not to reply to that one, as she's really starting to piss me off* I see that you spoke with a supervisor a few days ago --
DW: A few days ago. Can't you narrow it down?
Me: Um. The 11th. *growl*
DW: uh huh....
Me: And he noted that you had paid the 250.00 and that we couldn't guarantee service with that payment.
(also, looking over said notes, Brian wasn't even the sup's name and she's had every single call on her account noted that she pulls crap like this and is entirely abusive, and has three notes on the account alerted and placed indefinitely at the top of the list about her behavior)
DW: Well, I'm not going to pay it.
Me: I'm sorry, but we would need that payment to stop the disconnection.
DW: Okay, and what's YOUR ID number?
Me: *give number*
DW: And your last name?
Me: I do not give that information out.
DW: Oh, so I have to give you personal information but you can't give it to me?
Me: That's not something we give out, and that's not the issue here. I needed to verify your info --
DW: Okay, where are you located?
Me: Western Pennsylvania.
DW: Where's that?
Me: *being smartass again* Western Pennsylvania?
DW: Yes.
Me: It's a state.
(Ha, insult my intelligence and I'll do the same to you, even if it's in a nice tone of voice)
DW: I meant what CITY.
Me: Oh, near Pittsburgh.
DW: Ah, now we're getting somewhere. What city.
Me: Uhh.. *didn't I just answer that??* Pittsburgh.
DW: And your supervisor's name?
Me: *thinking oh my god please let me be able to give her to a supervisor and off my phone!* I have several supervisors here that I can get you to directly.
DW: No, I want YOUR personal supervisor's name.
Me: Ah, okay. Sup2.
DW: Okay, Sup2. Good. This way I can have this info when I lodge a complaint against you.
Me: Alright, I can get you directly to a supervisor so that you can speak with one.
DW: No. *damn!* So you're telling me that I have to make a payment again.
Me: Yes, we need another payment to stop the disconnection --
DW: I'm not going to pay it.
Me: Well, I'm not sure what else I can do for you, I have agency numbers --
DW: I don't want those.
Me: Then I'm sorry, but I can't help you in any other way, we would need a payment or I can get you those numbers. Is there anything else that I might be able to do for you tonight?
DW: So you're saying you're not going to do anything else for me tonight!? (something along the lines of being incompetent again and telling me I don't know my job, or don't know customer service... I really don't remember as at this point it was taking all my control to remain polite and calm-voiced, I was shaking I was so upset at all the personal insults)
Me: Ma'am, I'm willing to see if I can do anything else for you tonight, if you'd tell me what you want me to see about doing. I'm not sure what else I COULD do for you, but I'm willing to try.
DW: *something about a supervisor, not asking for one, but argh I cannot remember honestly, my brain was being clouded at this point*
Me: *latching onto that comment!* Do you want me to get you one??
DW: Yes.
(singing choir of angels praising the heavens)
Me: Just one moment! *puts on hold, immediately releases (a little) frustration by throwing headset against the wall... then regretting that and picking up headset again, making sure it isn't broken, and puts it on*
Sup1: Hello? Hello??!
Me: Ugh! I'm sorry.. it's ShadedWings.. I've got... a woman for you... sorry, I threw my headset... who is this?
Sup1: Sup1, and you threw it? Are you okay?
Me: No... *at this point, not having to bottle it anymore, just burst out crying because I cannot handle personal insults that much* Just.. this lady.. is so... expletive, expletive!!
(and yes, I did say expletive, because the calls are recorded...)
Sup1: Oh dear... take a breath, calm down, give me an account number when you're ready...
Me: Okay... *give account number, strangled by tears and between breaths*
Sup1: Okay.. hold on, I'll be right back...
(I take off headset because I'm crying nonstop now, maybe it was because it was the end of the day, or because this lady is a foul pit demon or something, but she just had it down to an art on how to turn everything I said into a personal, vile insult, and said it exactly in a nasty manner)
Sup1: Hello??
Me: *puts back on headset* Yeah... sorry.
Sup1: Sup2 is coming over in a minute, transfer the call to me and I'll take care of her.
Me: Okay.. but... this is what happened... *sums up the call, a bit of how nasty she is, and tells her the basics of what I told the woman as pertaining to her account status*
Sup1: Yeah, I see she has tons! of notes on her account, and a lot of them supervisors or alerts... she's a piece of work alright. Just transfer her to me and I'll take care of her.
Me: Okay, thanks. Incoming. *transfers*
Sup2: *comes over* Take a break, go for a walk, calm down. It'll be okay, just forget her.
Me: Thanks...
At that point, I go off to the bathroom to get it out of my system, rant to a few people through tears, who ask what happened... after about five minutes, Sup1 finds me in the bathroom.
Sup1: You okay?
Me: Yeah.. mostly. Not right now, but I will be. She... was just... nasty. Ugh.
Sup1: Yeah. Well, guess what. She paid me the 81.01.
Me: Heh, good.
Sup1: And at one point she had asked me if went to the same customer service school that the "previous rep" went to, I told her that that comment was entirely inappropriate.
Me: Good. It was. *grumble*
Sup1: AND, I asked her if she honestly got any satisfaction from upsetting people that much. Seriously. She didn't say anything, in reply, just said something else nasty.
Me: *nods*
Sup1: Also, I got a little bit of revenge!
Me: Oh yeah?
Sup1: I deactivated her payment plan. I asked Sup2 if I should, he said go ahead. She was lucky it wasn't deactivated as it is, since she wasn't paying her full balance, it should have deactivated two months ago. AND I didn't put any holds on her accounts, so she should be back up for disconnection for even more money than she paid today.
Me:
and at the same time... ugh.
Sup1: So, she only gets what she deserves. You sure you'll be okay?
Me: Yeah, I'll be okay. Just ... ugh.
Okay.. /rant.
But, as I said, I was still upset by it enough to cry all the way home, and more when I related the story to my boyfriend. I just.. don't understand what the point is of being personally insulting to that level. All it gets you is the hatred of the customer service people, and the supervisors, and it's not like she really was vying for anything, just... chose to be vicious and nasty. It makes you wonder exactly what happened to her in her life that makes her want to slam someone else so entirely as to make them that upset. It wasn't just me, either, it happens every single time she calls.
Sometimes I wish there WERE a nice big button we could push to turn someone off or on. I'd definitely turn her electric off and then destroy the button. I hope someone gives her as good as she gives to others one day and she understands what she does is WRONG.
... I feel better. I honestly do. *sigh* Now to go find something to eat, since my stomach is not roiling anymore. Sorry if my novel is too long for some.
I just got off work about an hour and a half ago, takes me about half an hour to drive home, and between fifteen minutes (just after this call, my last of the day) before I was done with my shift, and about 15 minutes ago, I have been crying my eyes out because of how upset this ... woman... made me.
Now, I'm not an easy one to get upset. Yell and scream and swear at me because of your bill, your life sucks, my company sucks, I suck cause I can't help you as a rep of my company, I'll be sympathetic and do what I can for you, and endure it because I do understand... but start to insult me personally... I have two modes. Pissed off and upset to the point of being sick. Today, mostly the latter, with a little of the former.
One thing I am glad of, is that this woman was the last call I did of the day, because I was so close to being done, and I didn't have to deal with any more customers after her. Correction, two things... I also love my supervisors, sometimes.
Now, down to the story.
DW: Embodiment of spiteful, hate-encrusted, worm writhing in her own excrement until she can make her way down to Hell... we'll shorten it to Demon Woman. (Yes, a little vengeful, bear with me.)
Me:
Sup1: Wonderful sup who recently started being so.
Sup2: My own sup, who is also great.
(Again, warning, this is very long.. as if it isn't already!)
Me: Good evening, my name is ShadedWings, may I have your account number please?
DW: *give account number*
Me: Thank you, and your name?
DW: *mumbles something short and that sounds similar to last name*
Me: *letting it go for the moment* Thank you, just one moment while I load up the account please... *after a moment of my computer being slow as frozen slugs riding on turtles in hell* ... I'm sorry, could you repeat your name for me?
DW: *spits out the last name on the account*
Me: *looking at a male name on account, no contacts listed* And your relationship to the account holder?
DW: Good.
Me: ... I'm sorry, could you repeat that for me?
DW: Good!
Me: ...
I'm.. sorry, I do need your relationship to the account holder, please? *thinking she just didn't hear me right*DW: I said, it's good. We're okay.
Me: Um... okay, but I need your relationship.
DW: What do you mean?
(note, this lady has absolutely no accent whatsoever, nothing to give me the impression she might not understand the definition... but I give the benefit of the doubt... ha)
Me: How are you related to *first name on account*?
DW: I'm Mrs. Lastname.
Me: And what relation are you to him?
DW: What possible answers would there be, for me to be Mrs. Lastname.
Me: Well, without any contact notes on this account, Mrs. Lastname could be sister, mother, grandmother, aunt... I really do need to know your relation to him, or I will not be able to discuss the account with you.
DW: What if I'm his grandmother, then?
Me: Then I would not be able to discuss this account with you without his permission.
DW: *gives me the run around for a few more minutes.. then finally gives me an answer!* Spouse!
Me: Thank you, and what can I do for you today?
DW: I already SAID that, now I want an ANSWER for my question.
(honestly, she did say something toward the start of the call, but after arguing with her for ten minutes over who she friggin was, I had forgotten it... bah)
Me: I do apologize, but we've discussed a lot since asked, and to be honest, I have forgotten what you did ask. If you could please repeat it for me, I would be grateful.
DW: I SAID, since you have memory problems, that I got a call on my answering machine, giving a number, and I called that number and it was out of service. I want to know why would you be calling me anyway, and why would the number be out of service.
Me: I'm not sure why the number would be out of service on the message, but I can see maybe why --
DW: I can GIVE you the number, and you can look it up and tell me what it's for.
Me: Okay, what's the number?
DW: *rustling, then gives number*
Me: I don't see that number on my contact list, I'm honestly not sure why that number would be given out, or what its for.
(thinking, it's probably that she wrote it down wrong, or the message, which was most likely automated, was garbled...)
DW: You're not sure of A LOT of things, it seems. Well, look it up and tell me what it was for.
Me: I do not have that number on my contact list, I wouldn't be able to tell you what it's for.
DW: Who WOULD have it on their list, and could tell me?
Me: *getting a bit frustrated* Well, a supervisor might, but again, I'm not certain if they would, since we generally have the same contact lists...
DW: I can play the message FOR you and you can listen yourself, do you want that? THEN maybe you could tell me.
Me: *fighting to keep calm tone* If you want me to listen to it, I can, but as I've said, I'm not sure about the phone number (attempting to get to a different topic) but as for the reason we called you, I do see that you have a disconnection notice for 331.01...
DW: I MADE a payment.
Me: ... Yess, I do see that, we did receive a payment of 250.00, but the disconnection notice was for 331.01.
DW: And?
Me: *getting more irritated and flustered* .... and that leaves a remaining disconnection amount of 181.01 (yes I know it's wrong, I'll get to that in a second).
DW: What?
Me: There is a remaining disconnection amount --
DW: I heard you, and you need to think again.
Me: I'm sorry?
DW: You obviously can't do even basic math, if you think that's right.
Me: *uses a calculator instead of head-math this time* Oh, I see, I do apologize, it's 81.01, I'm sorry about that.
DW: Yes, that's right, you got it this time. Where did you even go to school if you can't do basic math.
Me: Texas. *being impertinent at this point, very annoyed, but still managing a professional tone*
DW: And they can't do basic math in Texas?
Me: Most likely. *smartass*
DW: Most likely.. uh huh. Obviously. Well, then, what do I need to do?
Me: To stop the disconnection we need another payment of 81.01.
DW: No you don't. I spoke with ... Brian. And HE told me I wouldn't be disconnected.
Me: Hmm, well let me look over the notes on the account and see what I have here...
DW: OH my GOD, haven't you even done THAT YET?? You're entirely too slow and obviously incompetent at your job!
Me: *decides not to reply to that one, as she's really starting to piss me off* I see that you spoke with a supervisor a few days ago --
DW: A few days ago. Can't you narrow it down?
Me: Um. The 11th. *growl*
DW: uh huh....
Me: And he noted that you had paid the 250.00 and that we couldn't guarantee service with that payment.
(also, looking over said notes, Brian wasn't even the sup's name and she's had every single call on her account noted that she pulls crap like this and is entirely abusive, and has three notes on the account alerted and placed indefinitely at the top of the list about her behavior)
DW: Well, I'm not going to pay it.
Me: I'm sorry, but we would need that payment to stop the disconnection.
DW: Okay, and what's YOUR ID number?
Me: *give number*
DW: And your last name?
Me: I do not give that information out.
DW: Oh, so I have to give you personal information but you can't give it to me?
Me: That's not something we give out, and that's not the issue here. I needed to verify your info --
DW: Okay, where are you located?
Me: Western Pennsylvania.
DW: Where's that?
Me: *being smartass again* Western Pennsylvania?
DW: Yes.
Me: It's a state.
(Ha, insult my intelligence and I'll do the same to you, even if it's in a nice tone of voice)
DW: I meant what CITY.
Me: Oh, near Pittsburgh.
DW: Ah, now we're getting somewhere. What city.
Me: Uhh.. *didn't I just answer that??* Pittsburgh.
DW: And your supervisor's name?
Me: *thinking oh my god please let me be able to give her to a supervisor and off my phone!* I have several supervisors here that I can get you to directly.
DW: No, I want YOUR personal supervisor's name.
Me: Ah, okay. Sup2.
DW: Okay, Sup2. Good. This way I can have this info when I lodge a complaint against you.
Me: Alright, I can get you directly to a supervisor so that you can speak with one.
DW: No. *damn!* So you're telling me that I have to make a payment again.
Me: Yes, we need another payment to stop the disconnection --
DW: I'm not going to pay it.
Me: Well, I'm not sure what else I can do for you, I have agency numbers --
DW: I don't want those.
Me: Then I'm sorry, but I can't help you in any other way, we would need a payment or I can get you those numbers. Is there anything else that I might be able to do for you tonight?
DW: So you're saying you're not going to do anything else for me tonight!? (something along the lines of being incompetent again and telling me I don't know my job, or don't know customer service... I really don't remember as at this point it was taking all my control to remain polite and calm-voiced, I was shaking I was so upset at all the personal insults)
Me: Ma'am, I'm willing to see if I can do anything else for you tonight, if you'd tell me what you want me to see about doing. I'm not sure what else I COULD do for you, but I'm willing to try.
DW: *something about a supervisor, not asking for one, but argh I cannot remember honestly, my brain was being clouded at this point*
Me: *latching onto that comment!* Do you want me to get you one??
DW: Yes.
(singing choir of angels praising the heavens)
Me: Just one moment! *puts on hold, immediately releases (a little) frustration by throwing headset against the wall... then regretting that and picking up headset again, making sure it isn't broken, and puts it on*
Sup1: Hello? Hello??!
Me: Ugh! I'm sorry.. it's ShadedWings.. I've got... a woman for you... sorry, I threw my headset... who is this?
Sup1: Sup1, and you threw it? Are you okay?
Me: No... *at this point, not having to bottle it anymore, just burst out crying because I cannot handle personal insults that much* Just.. this lady.. is so... expletive, expletive!!
(and yes, I did say expletive, because the calls are recorded...)
Sup1: Oh dear... take a breath, calm down, give me an account number when you're ready...
Me: Okay... *give account number, strangled by tears and between breaths*
Sup1: Okay.. hold on, I'll be right back...
(I take off headset because I'm crying nonstop now, maybe it was because it was the end of the day, or because this lady is a foul pit demon or something, but she just had it down to an art on how to turn everything I said into a personal, vile insult, and said it exactly in a nasty manner)
Sup1: Hello??
Me: *puts back on headset* Yeah... sorry.
Sup1: Sup2 is coming over in a minute, transfer the call to me and I'll take care of her.
Me: Okay.. but... this is what happened... *sums up the call, a bit of how nasty she is, and tells her the basics of what I told the woman as pertaining to her account status*
Sup1: Yeah, I see she has tons! of notes on her account, and a lot of them supervisors or alerts... she's a piece of work alright. Just transfer her to me and I'll take care of her.
Me: Okay, thanks. Incoming. *transfers*
Sup2: *comes over* Take a break, go for a walk, calm down. It'll be okay, just forget her.
Me: Thanks...
At that point, I go off to the bathroom to get it out of my system, rant to a few people through tears, who ask what happened... after about five minutes, Sup1 finds me in the bathroom.
Sup1: You okay?
Me: Yeah.. mostly. Not right now, but I will be. She... was just... nasty. Ugh.
Sup1: Yeah. Well, guess what. She paid me the 81.01.
Me: Heh, good.
Sup1: And at one point she had asked me if went to the same customer service school that the "previous rep" went to, I told her that that comment was entirely inappropriate.
Me: Good. It was. *grumble*
Sup1: AND, I asked her if she honestly got any satisfaction from upsetting people that much. Seriously. She didn't say anything, in reply, just said something else nasty.
Me: *nods*
Sup1: Also, I got a little bit of revenge!
Me: Oh yeah?
Sup1: I deactivated her payment plan. I asked Sup2 if I should, he said go ahead. She was lucky it wasn't deactivated as it is, since she wasn't paying her full balance, it should have deactivated two months ago. AND I didn't put any holds on her accounts, so she should be back up for disconnection for even more money than she paid today.
Me:
and at the same time... ugh.Sup1: So, she only gets what she deserves. You sure you'll be okay?
Me: Yeah, I'll be okay. Just ... ugh.
Okay.. /rant.
But, as I said, I was still upset by it enough to cry all the way home, and more when I related the story to my boyfriend. I just.. don't understand what the point is of being personally insulting to that level. All it gets you is the hatred of the customer service people, and the supervisors
, and it's not like she really was vying for anything, just... chose to be vicious and nasty. It makes you wonder exactly what happened to her in her life that makes her want to slam someone else so entirely as to make them that upset. It wasn't just me, either, it happens every single time she calls.Sometimes I wish there WERE a nice big button we could push to turn someone off or on. I'd definitely turn her electric off and then destroy the button. I hope someone gives her as good as she gives to others one day and she understands what she does is WRONG.
... I feel better. I honestly do. *sigh* Now to go find something to eat, since my stomach is not roiling anymore. Sorry if my novel is too long for some.
Welcome, don't be nervous. We're nice and don't bite unless asked.
Or maybe not...
Kudos to your supervisors for supporting you in your ordeal with that 
Demon Woman.
Comment