Mr. and Mrs. Customer

October 10, 2006 at 10:01 pm 1 comment

Today I had the call from hell. The call that all call center agents have nightmares about and wake with a start, shiny from their own sweat. It went a little something like this.

Me: “Thank you for calling *****, my name is Anita how may I help you today?”

Mrs. Customer: “I have no idea why my balance on my latest bill is so high, can you help?”

Me: “I’d be happy to explain your account to you Mrs. Customer, let’s see what’s happening …… I see the last payment we received on you account was for $73.40 on August 8th but the balance for that month was $237.30. That left your account with a balance forward of $163.90 and when added to you new charges of $160.25 gives you a balance of $324.15 for the month of August. We did not receive any payment for that amount and it was added as a balance forward on your September statement along with you services for September that were $98.08. When we add that all up it becomes your new and current balance of $422.23 for which we have yet to receive any payment.”

Mrs. Customer: “I don’t get it, why is my balance so high?”

I repeat the above …

Mrs. Customer: “I still don’t see it, why so high? Maybe you can explain it to my husband and he’ll understand.”

Me: “Hello Mr. Customer, Mrs. Customer feels you may understand the account better. The reason your account balance is so high is because in 3 months we have only received one payment and it was for a fraction of the amount owing. You continue to have an on-going balance that seems to be snowballing. *insert above explanation here*. ”

Mr. Customer: “I don’t understand.”

Take all of the above, repeat several … no hundreds of different ways in the small hope that somewhere in Mr and Mrs. Customers minds a light will flicker on.

Mr. Customer: “I still don’t get it.”


It was, if you can believe, a 108 minute long call. This call should have taken a grand total of 4 minutes from open to close. By the end of the call I was almost in tears from the sheer frustration of it all. Thank you Letro*zole!



Entry filed under: Life in a Call Center.

Here we go … Parenting Faux Pas

1 Comment Add your own

  • 1. Carlynn  |  October 11, 2006 at 5:02 am

    Hi, thanks for your good wishes. I hope things go well on your end. After that call, the only way is up! I hope so, crossing my fingers for you.


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Who’s that girl?

Me: 36, army wife and mother of two boys. Hoping for "one more miracle". We have tried the adoption route for almost 7 years and have recently changed directions. We are now down this road travelled by many, IF Blvd. 3 diui's, one BFN, two BFP and two heatbreaking miscarriages later we are at a crossroad ... do we try just one more time? Come along for the ride, be sure to have your tables in the upright position and your seatbelt firmly secured ... it is sure to be a bumpy ride.


October 2006
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