Call Center Hell: "Want To Bet?"




From TechTyger, May, 2015:

I had one customer tell me one time that I would NOT transfer him for a billing problem and that I would NOT hang up on him until I'd fixed his problem.

As AOhelL tech support, I had no access to billing at all, and his problem was, "I didn't bother to pay my phone bill so my DSL was cancelled."

So I couldn't fix it anyway. After fifteen minutes of repeating that he needed to pay his non-AOhelL phone bill to get his non-AOhelL DSL turned back on, "You will NOT hang up on me!"

Me: "Want to bet?" (click)



Techtyger was a frequent contributor on RHU, read more from Techtyger here

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Call Center Hell: Crazy Customer Calling...



From, May, 2015: Techtyger

When I was in AOhell we had one repeat offender... If you ever wanted to see 500 people cringe all at the same time, all you had to do is say her name.

Happily, I've forgotten it, but I remember the one time I talked to her.

Working on the program, waiting for a reboot, she started casually asking me how to stop the guy who hides in her closet and beats her up at night. And she knows someone does, because her cat who watches when she types in her passwords and sells it to aliens told her about it.

When I did a mini-rant after getting off that call, someone else said that he had talked to her and she had refused to believe that he was in Florida; she knew for a fact that he was Japanese and in a satellite orbiting Puerto Rico.



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Call Center Hell: Hellspawn Racks Up Over $2,000 In Game Charges on Dad's Credit Card




From May, 2016:

Hey there fellow Retail Slaves and Peons!!

Its been a very long time since I posted anything because its been a few years since I’ve worked in retail or customer service. Long story short, I worked in call centers for many years and finally my health got to a point that I was forced to stop working for almost four years. Well, four years later, I’m tanned, rested and ready again. Well, not so much on the tanned part. ANYWAY! At the time, I was called BrianTheWerewolf after one of my characters in my werewolf novels but now, given how much has changed, I’ve picked a new moniker: call me EctoWolf and I’m back in the call center business! WHEE! I now work from home in my own little office for a certain software company that competes with Sony and has an expensive gaming console. Lets call them SoftMicrons! I do tech and billing support (WOOT!).

Today’s story is one I wanted to share because of the sheer shock it left me in and it cemented why it is so important to know what your kids are doing at all times, especially when they may have stolen your credit/debit cards.

Short background:

I was just about ready to go onto to lunch and a call comes in. Before the caller is live with you on the phone, the phone beeps at you, tells you what the queue is and then beeps again going live in a robotic voice.

ROBOT VOICE: (in my headset): BEEEP! “TBox360 Billing VCB Inbound”. BEEEEEP!

ECTO-WOLF (EW): “Hi, thanks for calling TBox support. My name is Ecto Wolf. Who do I have the pleasure of speaking with today?”

CALLER: “Bob.”

EW: “Hi, Bob. Pleasure speaking with you today. How can I help you?”

BOB: “I’ve got about $500.00 dollars of Xbox charges on my bank account, and I need to know what the hell is going on? I don’t even own a Xbox!”

EW: (thinking oh boy here we go but presses on): “So as I understand it, there is $500.00 worth of charges on your debit card but you do not own an Xbox right?”

CallcenterskullBOB: “Yeah that sounds right. I don’t have an Xbox but my son did a while back but he said he doesn’t know anything about it.”

(I fully suspected otherwise but kept my mouth shut. I also knew that if his son had an account at one time, then it would be in the system).

EW: “I fully understand your concerns about your debit card and the charges on it. I’d be happy to look over any account we find and get to the bottom of the charges. What’s your SoftMicrons account email?”

BOB: (provides his account email that used to be attached to a TBox for his son).

(I pull up the account. It pops up perfectly. I verify him and open the account. I see no subscriptions, charges or purchases. There isn’t even a credit or debit card attached. The last subscription was a prepaid game time card that had expired over a year ago).

EW: “Okay, Bob. I do not see any credit card or debit card on this profile and the last subscription was a prepaid card that expire some time ago. Are there any other accounts that could be attached to your debit card?”

BOB: “No, there shouldn’t be.”

(My wolf senses start tingling and I have an idea).

EW: “Okay, here’s what we are going to do. Bob, do you have that card with you now? I’d like to run the card number through our billing system and see if I can locate any other accounts that are using this card.”

BOB: (concerned now and rightly so): “Sure.”

(Bob gives me his card number. I run it through the billing system and my suspicions are getting deadly close to being confirmed. Two accounts pull up: the one we just opened and a second one under a woman’s name.)

EW: “Bob there is another account with your card attached to it. Let’s see if we can verify the account and get into it and see if the charges you are talking about are there.”

(Surprisingly, he is able to verify the account. The account it turns out is his ex-wife’s account and the account had been set up for their son, who was 11 years old and NOT on a child account).

EW: “Bob, after reviewing this account, your debit card is attached as a main payment instrument and it is being used quite heavily by the person with this gamertag. I did find the charges. Is your son authorized to be using your debit card?”

Callcenterhell3BOB: (who is stunned and legitimately so, not fake stunned): “Hell no! He lives with his mom. She and I are separated He’s never had access to my card; we’ve always gave him prepaid time.”

(I conduct a deep investigation and find that not only is 500.00 not the limit of the damage this kid has done but it's not even the tip of the iceberg. It's way over my limit. I knew I’d have to submit for a review to see if anything can even be done to help him).

EW: “Bob, these charges go back well beyond this month. In fact, they go back to February and total over $2,327.42. I’m terribly sorry for the shock and here’s what I will do. I will cancel any active subscriptions and remove your card from the account. I would suggest that you have your bank cancel your debit card. It seems like your son in fact has been using your card the entire time. We are talking about purchases made every day since the beginning of the year sometimes as few as thirty seconds apart, for things like in game currency, songs, season passes, even full games and movies.”

BOB: So that explains it. That explains why my bank cut my card off today. I hadn’t really noticed until they told me the amount. I had no idea it had been going on that long. Please do that.”

EW: “Absolutely. Give me one moment.”

( I remove the card from the account and utterly annihilate this hellspawn’s subscriptions).

EW: “Okay, Bob, he is what we are going to do. I am going to go over this account and tally every charge by date and amount and what was purchased. Then I am going to submit this case for review and see if we can get these charges refunded to you. I cannot promise I can but I am willing to try for you. I’ll email you everything we did and found today. Again, I’m very sorry for what has happened today. I will also include in the email instructions for how to set up a passkey on the console. I know you can’t get to it, but perhaps you could speak to his mother and have her set it up so that he cannot make purchases any longer. I’ll be following up with you over the next few days to let you know what’s going on and see if we can get you a resolution.”

BOB: “Oh my god….thank you. I know that you can’t do anything more than you have but thank you for trying. I really appreciate it man. I’m in the negative right now because of this and if there’s anything at all that can be done, I’d be grateful.”

So I close the call, work through my lunch and breaks—I was finally made to take one—and itemize every single charge since Feb. 9, 2016 right up until today. It’s a process that takes over two and a half hours and it does total up to be well over $2,000.00 in charges. This little fuck shit had been charging his dad’s card for in game currency and packs as well as games and like I said, some were under a minute apart.

I did submit the escalation and only hope we can help him. This, kiddies, is why we do NOT ever let children have access to a game console, a computer or a smart phone until they are old enough to appreciate the damage they can do. This is also why we educate people about parental controls (had another call similar in the day, the mom hung up on me when I tried to help her set up parental controls. I noted her account that we tried and that any future charges will not be refunded as a result of her refusing to take action to prevent charges).

This is my third day on the phones and wow…the old call center rust is falling off my paws but I’m not sure my paws can handle many like this call.

If I was the dad, I’d destroy this kid’s TBox and or sell it in front of him and all his games and content to pay for the damages.




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Sisucall1From Sisu, November, 2010:

I fucking hate people.

Well, no, I actually like most of humanity, but today was a day from hell.

For every nice person that called, 10 more assholes called to bitch me out.

One guy had me in tears because he was such a dick.

Has anyone ever seen a promotion without fine print? No? You're all smart enough to know that to 'get a deal' you have to read the whole thing?

And you know that claiming you didn't read the details won't fly?

AWESOME. 100 points for you.

This guy made up his own promotion, told me I was worthless, argued over hotel policies for a good 10 minutes even AFTER I explained that hotels do set their own policies and rates especially regarding pets, told me I was worthless a few more times, threatened to sue me, and then mocked and belittled me the rest of the call.

I absolutely remember his name, and I swear to God if I get him again, well, hell hath no fury like that of a pissed off pregnant lady.

The managers said to let them know if he calls me back somehow so they can terminate his account.

CallcenterskullThen there was the French-Canadian bitch that informed me "I do not care how things should be, I want to know how things are!" to which I did actually reply "I'm telling you how things are if you would listen!"

Okay, I snapped at her, but she did walk into that one.

She was another that didn't bother reading anything and expected the world to fall at her feet.

No night from hell is complete without a perv calling in, so naturally I got that too.

It started off innocently enough-ish. The guy had some heavy breathing, but I chalked it up to something - anything - innocent. I wasn't officially creeped out until he kept calling me "honey", saying my voice was irresistible, doing all he could do to keep me talking, and then out of nowhere asking me to hold on while doing some interesting noises.

Sorry for the image.

I'm sure it could have been innocent, but I'm not naive.

After all that, the drunks calling in just kind of topped my night off.

I don't know why, but there seems to be a certain segment of the southern population that absolutely loves to call on the weekend as drunk as can be.

I'm not anti-drinking at all. I don't drink now because I'm pregnant, but before I got knocked up I didn't have an issue with the occasional drink.

I do try to avoid getting myself into situations where I'll give anyone and anything my credit card number when I won't be able to remember it the next day. Speshul.

Not every call was bad though, I did have a few that if I could have given them upgrades I would have.

The notable good ones were the group of Tenneseeans taking over Manhattan during the Thanksgiving Parade.

CallThe gentleman actually said, and I do quote, "When I get thar, the firs' thang I'm doin' is muggin' someone!"

So what if he doesn't have a grasp on New York? It was hilarious.

The best call though was from the happiest Asian guy in the world.

He was just fun and happy and sweet. Everything was "Okay! Perfect" and "Yes! Very Good!". He was one of those people that you couldn't help smiling the whole time you were talking to him because he just made you feel good about yourself.

May karma reward you greatly, Mr. Lee. I hope I'm not around when karma hits the Dick from Hell. It would be too entertaining to watch him get his.

Really though, what does that say about the douche when he's bullying a girl that he has never met? The guy sounded old, has an older name, so did he learn nothing about how to treat a lady?

Honestly, trying to be a Big Bad Man to a younger woman just says you're a fucktard and fail at life.

Where the hell is a meteorite when you need one?


Oh, if anyone is curious about the non work life, Baby is doing great, I'm okay, and babydaddy decided he didn't need to stick around and stepped out. It's been a lot to deal with lately, but hopefully I'll be strong enough to handle it. If anyone has any tips on how to balance being a single mom and working retail/service, I'd really appreciate it. Thanks.


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Call Center Hell: If You Won't Listen, Why Did You Call?


Regan hmphFrom NyxErebus

Oh gods! thank you for reminding me of what I DON'T miss from my former job! XD

Usually, custys are a pain in the ass when it comes to activating a device because they think they're so smart and tech savvy that they know everything better than you. Half the time, they don't even listen to what you tell them and fuck everything up.

I remember having a hard time programming cell phones with their new NPA-NXX with custys of the sort, having to start over 3 or 4 times and yet, managed to program a phone with a 90 year old gentleman on the first try. See the magic was, HE WAS PAYING FUCKING ATTENTION!!

A trick I had to cut down the screaming and yelling and general nastiness of entitled drama queens was to tell them straight up, "Hey! do you want me to assist you or not? If you do not stop using abusive language or yelling at me, then I will not be able to assist you."

Usually, that calmed them down enough to actually get something done. If it didn't stop the douchebaggery, then the second option was a simple, "Thank you for choosing Hell Mobility, have a nice day" said in the most sickeningly sweet tone you can manage followed by the *disconnect* button.

I had no patience for rude behavior and abuse and if they couldn't behave like human beings, let them call back and deal with the waiting queue! Mwa ha ha!

I never once got into trouble for that with management. They all praised me for my control of calls.



Call Center Hell: Memories From The Trenches


Call center 1From NyxErebus

Oh gods! The memories from the trenches! O_o *curls up into a fetal ball, rocking to and fro*

I still don't know how I survived five years working mobile service for a large company here in Canada that rhymes with Hell Mobility. People are such idiots.

One christmas period, I was working at activations and it baffled me how uneducated people could be about their credit.

I'd get customer yelling at me because they had to pay a sec dep of $500 because they had shitty credit and they would argue with me that they DID have good credit because they had 10-20 credit cards.

...Uhm...Yeah, and you're on the verge of collections with all of them. Don't you think Equifax would list those, you dumbfuck?

But the best call I ever had was when I was back in CS.

This old lady called up one night and asked if we were the animal control service. She wouldn't believe me that we weren't, because she said the police gave her that number.

My call became legend in the center.

I found the best way to deal with irate idiots that came on the line screaming and yelling was to just give them a swift kick in the form of telling them, "Hey listen, do you want me to help you or not? If so, you will need to calm down now or I will be terminating this call."

Sometimes they'd pull that "customer is king" shit and tell me they could talk to me how they damn well please.

Heh, right. I'd just tell them that no, they could not, as the company was paying me to assist them, not take their verbal abuse. (super cheerful) But thank you for choosing Hell Mobility, have a nice day! *terminate call* ^_^