One of my agents is having issues with an angry caller, so it has been escalated to me.
Me: “Hello, sir, I’m a supervisor. How can I—”
Caller: “—I got overcharged by you [religious slur that means we are thieves] and I’m not hanging up until I get that refunded and the [gay slur] who f***ed up is fired!”
Me: “Sir, please do not swear.”
Caller: “I can say what I want! I know you’re not allowed to hang up!”
Me: “I can try to help you, sir, but please talk respectfully. Now I see on your account and my agent’s notes that you’re calling about [transaction]?”
Caller: “I was charged [total] but then you slapped on fees and other illegal s***!”
Me: “Sir, you made this transaction outside of the European Union, so an international charge was—”
Caller: “—I don’t give a flying f***! You didn’t get permission from me to charge me extra! The whole reason I left the f****** country was because it was cheaper and now you’re f****** stealing from me you [more gay slurs].”
Me: “Sir, I can understand international fees can be annoying and I can run through them with you, but you need to stop saying such offensive words—”
Caller: “—f*** off! I know you’re not allowed to hang up!”
Me: “That’s right, sir, we’re not allowed to hang up. But we can put you on hold until YOU do. Have a nice day.”
Caller: “Wait, I’m s—” *Click.*
He goes on hold to one of several lines we have for such purposes. They’re directed to fake managers, so they’re never picked up and these callers just run up their bill waiting stubbornly until they give up. This particular caller held on for fifteen minutes, but the all-time record was twenty-seven hours.
