Yay bandwagons! /hit

Alright, so. Many of the calls I take a day are for payment arrangements. No big deal. If you meet certain eligibility requirements, we can set up a payment arrangement past your bill due date to prevent service interruption. We do them all the time. The eligibility requirements are as follows:

-At least 6 months of service with us
-No broken arrangements in the last 3 months
-No non-pay suspends or non-pay cancels in the last 6 months
-No more than two NSFs in the last 6 months (ie, non-sufficient funds on a credit card you made a payment with)

Not hard, right?

Guy calls in, wants to set up a payment arrangement. Okay sir, is it okay if I place you on hold for one minute to research your account? No problem. Okay sir, thank you for holding, unfortunately you've had two broken payment arrangements in the last three months so I am unable to set up a payment arrangement for you. You had one broken arrangement on 12/06 and another on 10/26. He then tries telling me that he didn't break the arrangements and wants me to transfer him to Receivables Management so they will set it up for him. I tell him I can't do that because he is ineligible.

So then, following our policy, I tell him that because he is past due his service is subject to immediate interruption with a potential $36 restoral fee. He starts screaming at me telling me YOU CAN'T CUT MY SERVICE OFF, etc etc. So he escalates the call.

A sr. floor rep named Eric takes the call and tells him the same thing. Ho hum. Honestly, I've been here before and even at this point it isn't a big deal, just kind of frustrating. I've been screamed at before too, though he was meaner than most people are but oh well.

But here's where it gets thick.

Like I said, Eric told this guy the same thing I did. But the guy did something I've never heard of before. He puts Eric on hold. Some customers do that like if they're calling from work or something so we don't think anything of it. But while he has Eric on hold he calls a different representative. And guess what this other representative did? They set up the payment arrangement. Eric and I could see this going on on the account while he had him on hold. We were both so fucking pissed, this dumbfuck in a site in Oklahoma broke policy and set up a payment arrangement for a guy who was not eligible. So he gets back on the line with Eric cussing him the fuck out telling him he gave him incorrect information and of course, the customer doesn't believe Eric when he tells him that the other representative broke policy.

The guy obviously ended up getting his way but continued to argue over principle and it was just so ridiculous. I'm sitting there listening to the whole thing facepalming. The call ended up dropping, I don't know if he intended to hang up or if it was an accident. We couldn't get a hold of him after that (we have to try call backs), but we weren't complaining about that.

The moral of the story? Customers often suck, but sometimes co-workers and colleagues suck too.