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First thing I have in my inbox this morning is an email marked 'urgent'
"Tilly - please call Matthew Waltman back on XXXX-XXX-XXX urgently. He has reported a serious problem with his health policy. He sounded distressed and wouldn't go into further detail on the call, and I can't see any notes on his policy that would indicate anything?"
Well holy smokes, Batman, that sounds serious! I assume it is something along the lines of, he is booked in for surgery and we have stuffed up his policy in some way and we need to fix it NOW! So naturally, I immediately jumped on the phone to give Mr Waltman a call.
Me - Hello, Mr Waltman? Yes, this is Tilly calling from *here*, I received an urgent message this morning to call you regarding your health policy with us?
SC - YES! I am FURIOUS! I've been a member with your fund now for many years, and I am DISGUSTED with the service I've received!
Me - Okay sir, that doesn't sound good at all, so let's get this sorted for you okay? Could you please talk me through exactly what's happened here? Has there been a problem with an upcoming surgery?
SC - Surgery? What? No, no I called in TWO DAYS ago to report that my card was not working!
Me - Okay, yes, yes I can see here 2 days back you called to advise that your card had not swiped through properly when you had gone to buy glasses, we determined the magnetic strip may be faulty so we requested a new card be made up and sent to you at no charge, and advised you would receive within 7 working days
SC - Right!
*silence*
Me - Okay...and what was the enquiry that you had then sir? I received a message that there was an urgent problem?
SC , yelling now - WHERE THE F**K IS MY CARD?!
Me
- Well sir, as mentioned, it will take approx 7 working days to reach you. Only 2 working days have elapsed. You will receive it within the next 5 working days
SC - No, NO! This is UNACCEPTABLE! When I request a card I expect to receive it that same day!
Me
- Unfortunetely sir, it takes a few days for your order to reach the company that makes the actual card, and for it to then be mailed out
SC - Well I'll have you know that is rubbish and a joke, and your service is terrible
Me - I'm sorry you feel that way sir. If you need to use the card in the meantime, the place you go to can just key in your membership number and the claim will still go through as normal
SC - i don't need to use the f**king card! You're going to fix this today for me
Me - As advised sir, you have to wait for your...
*interupts me *
SC - SHUT UP, no! I've been told that you can fix a faulty magnetic stip by rubbing sticky tape over it
Me - Actually sir, yes, that's correct, it does sometimes work. I can see the rep you spoke with 2 days back actually told you to try that and you told her you weren't interested though?
SC - Well I am now seeing as you people are incompetent and can't get my card to me in a timely manner!
Me - Okay Well yes, if you'd like to try rubbing sticky tape over the magnetic strip, it may very well work
SC - Right. So my address is [gives me his address]
Me - Okay. I'm sorry sir, I don't quite understand what I need your address for? We already know where to send your card?
SC - You're a f**king idiot, aren't you?
Me
- What was that sir?
SC - I'm giving you my address so you can get your lazy a*s over here and fix my card!
Me - O...kay then. Im sorry, are you asking me to come over to your house and rub sticky tape on your membership card?
SC - I'm not asking you, I'm telling you
Me - I'm sorry sir, that is not a service that we provide
SC - Yes it bloody well is. You people f**ked up with my card, so it's your responsibility to come and fix it
Me - Sir you've been advised that your card will reach you max 7 working days from when you requested it. I'm sorry that you aren't able to rub sticky tape on your own membership card, but again, that is not a service the fund provides.
SC - You WILL get over here NOW and rub my card!
Me
- Again sir I'm sorry but that is not something we can do for you. If you're experiencing difficulty, I can contact a friend or family member for you though and ask that they come over and assist you? Did you have a number I can call for you?
SC - *CLICK*
Me -
So yes. THAT was the urgent call.
FML
"Tilly - please call Matthew Waltman back on XXXX-XXX-XXX urgently. He has reported a serious problem with his health policy. He sounded distressed and wouldn't go into further detail on the call, and I can't see any notes on his policy that would indicate anything?"
Well holy smokes, Batman, that sounds serious! I assume it is something along the lines of, he is booked in for surgery and we have stuffed up his policy in some way and we need to fix it NOW! So naturally, I immediately jumped on the phone to give Mr Waltman a call.
Me - Hello, Mr Waltman? Yes, this is Tilly calling from *here*, I received an urgent message this morning to call you regarding your health policy with us?
SC - YES! I am FURIOUS! I've been a member with your fund now for many years, and I am DISGUSTED with the service I've received!
Me - Okay sir, that doesn't sound good at all, so let's get this sorted for you okay? Could you please talk me through exactly what's happened here? Has there been a problem with an upcoming surgery?
SC - Surgery? What? No, no I called in TWO DAYS ago to report that my card was not working!
Me - Okay, yes, yes I can see here 2 days back you called to advise that your card had not swiped through properly when you had gone to buy glasses, we determined the magnetic strip may be faulty so we requested a new card be made up and sent to you at no charge, and advised you would receive within 7 working days
SC - Right!
*silence*
Me - Okay...and what was the enquiry that you had then sir? I received a message that there was an urgent problem?
SC , yelling now - WHERE THE F**K IS MY CARD?!
Me
- Well sir, as mentioned, it will take approx 7 working days to reach you. Only 2 working days have elapsed. You will receive it within the next 5 working daysSC - No, NO! This is UNACCEPTABLE! When I request a card I expect to receive it that same day!
Me
- Unfortunetely sir, it takes a few days for your order to reach the company that makes the actual card, and for it to then be mailed outSC - Well I'll have you know that is rubbish and a joke, and your service is terrible
Me - I'm sorry you feel that way sir. If you need to use the card in the meantime, the place you go to can just key in your membership number and the claim will still go through as normal
SC - i don't need to use the f**king card! You're going to fix this today for me
Me - As advised sir, you have to wait for your...
*interupts me *
SC - SHUT UP, no! I've been told that you can fix a faulty magnetic stip by rubbing sticky tape over it
Me - Actually sir, yes, that's correct, it does sometimes work. I can see the rep you spoke with 2 days back actually told you to try that and you told her you weren't interested though?
SC - Well I am now seeing as you people are incompetent and can't get my card to me in a timely manner!
Me - Okay
Well yes, if you'd like to try rubbing sticky tape over the magnetic strip, it may very well workSC - Right. So my address is [gives me his address]
Me - Okay. I'm sorry sir, I don't quite understand what I need your address for? We already know where to send your card?
SC - You're a f**king idiot, aren't you?
Me
- What was that sir?SC - I'm giving you my address so you can get your lazy a*s over here and fix my card!
Me - O...kay then. Im sorry, are you asking me to come over to your house and rub sticky tape on your membership card?
SC - I'm not asking you, I'm telling you
Me
- I'm sorry sir, that is not a service that we provideSC - Yes it bloody well is. You people f**ked up with my card, so it's your responsibility to come and fix it
Me - Sir you've been advised that your card will reach you max 7 working days from when you requested it. I'm sorry that you aren't able to rub sticky tape on your own membership card, but again, that is not a service the fund provides.
SC - You WILL get over here NOW and rub my card!
Me
- Again sir I'm sorry but that is not something we can do for you. If you're experiencing difficulty, I can contact a friend or family member for you though and ask that they come over and assist you? Did you have a number I can call for you?SC - *CLICK*
Me -
So yes. THAT was the urgent call.
FML
to you and all those that can deal with asshats like these and not flip out daily.
He is my Black Dragon (and yes, a good one) strong, protective, the guardian. I am his Silver Dragon, always by his side, shining for him, cherishing him.
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