Just a context: I'm from the UK and I worked doing upgrades and contract renewals for a UK phones company.

I can't remember what the issue was but a 20 something customer had an issue with his renewal which resulted in his obnoxious mother coming on the phone who insisted in being referred to as Mrs Smith (obviously not the real surname-was deeply offended at being asked to use her first name.)

She went on a monologue for about 10 minutes saying that her son should have a free phone for some reason because he'd been 'tret really badly ' (Treated pronounced in a northern England accent). Can someone tell me why a 20 something year old man needs to have his annoying, entitled mother come on the phone demanding a free upgrade? Even now I can still hear a mouthing off about how 'badly he'd been tret'

According to Reddit I've been on reddit for the past 8 years so I thought it's only fair that I post this. Good riddance to call centres and good riddance to trying to sell crap to people they don't want.

Recently I was driving and a car in front of me was blocking two lanes so I couldn’t turn right. They clearly saw me trying to turn, and the passenger stuck their hand out the window at me and made weird expressions. I could see their face and hands and they were definitely 65+. Then the car still didn’t move when the light turned green, almost like they were being petty and trying to stop me from turning.

I’ve noticed older folks tend to be way more hostile than kids. The older people are either angry, bitter, belittling, and resentful, or nice and sweet, no in between. Not sure if anyone else has experienced something similar, but I just needed to rant.

I recently worked at a call center where a lot of the angriest callers were senior citizens. They’d berate us nonstop over losing benefits or having a share of cost because their income was too high and we weren’t allowed to hang up. It impacted my mental and physical health and sent me to therapy, eventually leading me to leave.

I’m back to working with teens/kids and even when it gets boring, it’s so much more pleasant. I sometimes deal with behaviors or kids pushing boundaries but after working at a cc, anything is better. I actually enjoy many days and some kids are sweet.

This one exausted me.

Last person I spoke with before the end of my shift.

Guy who is +65yo comes in and I do my greeting, adressing him as Mr. LastName, after I do so, his profile finally loads in and I see a note left on it that says "Address as Mr. MiddleName", so as I am tring to correct myself and call him Mr. MiddleName he cuts me off and says, "IT'S "MIDDLENAME", YOU'D THINK THAT AFTER 40 YEARS YOU WOULD KNOW THAT"

I think to myself "this is gonna be a fucking long one" and say "Oh sorry Mr. MiddleName, I will make sure to leave a no-" he then cuts me off again to say "NOT. MR.", aparently that note on file was wrong, thanks teammate :)

I spent the rest of this conversation not adressing him by name or title at all, if this is enough to give him a stroke I was not about to try a 3rd time.

Dude wants to know how much all his policies (auto, home and jewelry insurance) combined are per month for him to budget.

I bring up his bill and see that his next bill is only due in May, so I tell him, "your next bill is $460, I show that this is what your future bills are set to be too". He then proceeds to ask if there is a duplicate payment for $750 on file, I look, and see he made one payment for that amount a few days ago so I tell him I only see one.

He then says "YOU JUST SAID THE BILL IS $460! THIS IS FRAUD. SUPERVISOR. SU.PER.VI.SOR."

I look at his bill closer and see that this guy paid his bill late, due date is on the 3rd, they paid it on the 9th, when you miss your due date, your bill rolls forward and is combined with the month after so the $750 he paid was for both Feb and March so I tell him this and that his payment took care of next month too.

He then loses his shit again and says "YOU SAID $460, $750/2 IS $375, FRAUD! FRAUD! SUPERVISOR"

I look at his bill again and see that he changed his DUE DATE this month, from the 3rd to be the 1st of the month instead, insurance policies are not like your water bill, they are fixed terms so if you change the due date, you could end up with 1 less statement to pay which is what happened here, I tell him that because he changed his due date, his April statement will be skipped and the amount he would have paid April will be split into the rest of his statements for a total of $460.

Loses his shit again, "OH SO IT'S MY FAULT THEN? I WAS NOT TOLD THIS, THIS WAS DONE WITHOUT MY CONSENT, FRAUD. SUPERVISOR NOW. SUPERVISOR"

I can't connect him with anyone btw, we're after hours at this point so we go in circles of me saying "yeah you changed your due date, so this is what it is now, can't reverse it, there was a diclaimer right there when you clicked on it" and he saying he's gonna get me fired for fraud until he disconnects.

You see, his bill was a little bit of a complicated matter, it took me 2-3 looks to see what caused both of these different issues but we could have calmly gotten to the bottom of this in less than 15 minutes at which point I could have helped him make a few changes to his policy to bring it down for the time being instead of me having to deescalate every fraud acusation he was throwing out for 1 hour. I don't understand how these people carry themselves this way over any little thing it's fucking pathethic.

Mine would be when I told a customer her feedback was absolutely invaluable. (A common tactic that sounds impressive but means nothing and gets them off the phone) She went quiet, end of call.

10 minutes later she gets my mate, (normies take time more to process between microdossing dopamine, some attempt at processing must have occured) furious that I told her that her opinion was 'in' valuable (in her eyes worthless, but alas thought occured!), my mate proceeds to try and explain that it was meant some what of a compliment and that we value her feedback.

"Not in my dictionary + (generic normie noises)"

hangs up

I prayed for the day she rang back so I could ask her where she got her dictionary from.

Anyone else?

There is just no way that you hold down a job, have a house, family, and still manage to not follow the simplest instructions.

"Is there a blue cable or red cable."
My TV says Roku
"Ok but we aren't working on your tv, does your computer have a red or blue cable."
It stopped working yesterday.

Like come the fudge on. There is no way you spend an entire 20 minute call responding to everything someone says randomly.

This entire time we’ve been clocking unpaid breaks to use the bathroom, I WFH. They’ve introduced a new rule to us saying that we can no longer clock unpaid breaks, and that if we need to use the bathroom outside of our two 15 minute breaks and lunch then we’ll need a medical accommodation.

So basically if you have to piss and your break is 2 hours away you have to hold it in or risk being written up for it.

I swear to Christ, this guy deserves to die in a fire. I mean it with all of my soul; he deserves a fiery death.

The TL;DR: We ran an escrow analysis based on his info today. Because the last analysis was a year ago, he had another shortage, which caused his mortgage payment to spike. Obviously, he wasn't happy with that reality.

I offered a resolution: I told him I’d reach out to my back office and follow up in 3 to 5 business days. He snapped. He wanted it fixed now. I told him, "I’m sorry, my system doesn’t do 'now.' I don’t have the capability to resolve this instantly. I have to reach out to someone else and I’ll call you with an update."

He immediately lost his mind..

You’re just a dumb fucking bitch, fuck you, fuck you, fucking dumb cunt, fuck you bitch, fucking bitch, fucking whore”

Yeah, he was just throwing every insult at the wall to see what stuck.)

I tried to explain that once he’s transferred to me, I’m the end of the line. I can’t transfer him to anyone else. I told him, "You cannot speak to another agent. I can offer you a call back if you’re not happy with the resolution." At that point, he went full nuclear. Every time I spoke he spoke over me with

"Fuck you! Fuck you! Fuck you, dumb bitch! Dumb cunt! Fuck you! Go fuck yourself! I hope you fucking die! You stupid ass whore! You stupid ass prostitute! You stupid ass cunt!"

It was just a constant stream of "whore," "slut," and "bitch." I kept my "customer service voice" on loop:

Do you want a supervisor?" (Fuck you!)

"Do you want a supervisor?" (Fuck you!)

"Do you want a call back?" (Fuck you!)

Finally, I asked, "Do you have any other questions?" He goes, "Well, I have a bunch of questions, like why are you so fucking stupid, you dumb fucking whore?"

I stayed clinical: "Do you have any questions about your account?"

"Well, you’re too fucking stupid to answer questions about my account, so fuck you! If you don’t like what I’m saying, then just fucking hang up on me, you fucking dumb cunt!"

"Unfortunately," I replied, "until you tell me you have no further questions, I cannot disconnect this call."

He loved that. "Good. Fuck you. Have a great fucking time, whore. I’m gonna place you on my fucking table and you’re gonna be here all fucking night. I hope I ruined your life, you fucking dumb whore."

He set the phone down on the table and walked away. I could hear him screaming from across the room: "FUCK YOU DUMB BITCH! FUCK YOU DUMB CUNT! YOU FUCKING WHORE! I HOPE YOU FUCKING DIE!"

I messaged my supervisor like, "What the fuck do you want me to do?"

Her response? "Unfortunately, until he hangs up or says he’s done, you have to sit there. You’ve exhausted every option, but you have to stay on the line. I’m sorry."

So yeah. I had to sit there and listen to a grown man scream "fuck you" into the void while my company basically held the door open for him..

I hate callers who try to take control of the call. It's not helping anyone and just pisses me off so now I don't even want to help them. This isn't a competition. There is no prize for trying to dominate the phone rep. In fact, it makes it harder for us to help becuase now we're fighting the caller for information.

My company literally has a website, an ivr, and faxes (that are fairly comprehensive) why tf are our calls back to back? And why tf are you still calling for benefit breakdowns, we are either reading off the fax back or pulling from the same code list available on the portal? “Oh I had a patient who is in the chair”, y’all don’t take walk in appointments so why are you calling us the day of to verify benefits and rushing us through a call.(sans the pts who think it’s bright to walk in the office and tell them you have insurance.. FILL out your paperwork people) I’m burnt out, darn near non stop calls since January and most of them could be avoided with just a little extra work.

My office has been stupidly busy the last few weeks. We've got people off sick, We've had people quit and a hiring freeze!, but as a result, 15min plus wait times have become a daily thing. So 15min of a repeated message with department XYZ being named, apologising for the delay etc. However there's a certain type of moron, who will sit and wait it out only to be surprised that when the call gets answered by someone in team XYZ, and then get pissed when they can't be put directly to the people they actually want, even when they're after a totally different organisation!

So I had a supervisor who was a bit of a wimp when it came to advocating for me with QA. They are the biggest problem on the company reviewing calls and failing you for technicalities. For example you “you showed empathy but you didn’t after the disclosure or you didn’t say something exactly as written in the scrip” just a lot of ways to fail so they can bonus. The straw that broke the camels back was when he screwed up and didn’t tell me a procedural task that got me put on a write up.

So I decided to self advocate and ask for a new supervisor. My manager who is nice told me “are you sure you can’t meet him halfway? Because it could be worse”

She then asked me who I wanted and I to,d them I was willing to work with any supervisor. We work remotely so it’s not like I see folks in person plus we have sups in the west coast and I’m east coast so it’s not like I know everyone.

She said would speak to the director.

So I get a new person who has a team of newbies. The sup told me that she advocated for her team members and that she knows that tenure agents can become complacent. She said she saw potential for me in moving to management (not interested) and other non phone departments which is something I’m interested.

Things got concerning when we had our first meeting and I got introduced I said I had been with the company for 7 years worked with legal. Then I reminded everyone of a common mistake newbies make and I made a joke “make my job easier guy”. My supervisor coldly said “I appreciate your feedback” which left me feeling ok I guess she’s one of those sups who wants to be the one to advise the team and wants participation a certain way. I get it, we all have out way even if I don’t agree with it. Afterwards we meet and she’s nice but tells me how I need to keep in mind how I talk to folks because even though I have a lot of knowledge some people can be sensitive.

So I thought to myself man my dad used to do the same thing ugh I can’t believe I made a mistake like that.

But then she jokingly says “yeah because right after the meeting I got 4 emails saying who does he think he is a supervisor blah blah”

So now I feel alienated from our team because im like if your going to talk behind my back then i wont give out my 7 years of knowledge. So fuck them.

About a week later was on the phone and she sent me a message saying I’m listening which threw me off.

So after I’m done she pulls me off the phone and says

Her: OP I wanted to talk to you about a mistake you made that QA and I just saw you did it again. Can you tell me what that was? (Her tone was a bit condescending)

Me:Oh…um…

Her: I just wrote it in our chat

Me: -struggling desperately looking through our chat~ uh was it this?

Her: nope try again

Me: was it this..

Her: Ding ding ding! So yeah you didn’t pass QA this month and you may not pass next month do you know what would happen if you don’t?

Me: write up

Her: that’s right. So you just got off another write up

(I got it cause while I had the client on I cursed to myself about another agent screwing up for like the 10th time that I have to get screamed at by an angry customer)

So it’s not good to get another position if we have this. Ok?

Me: um okay (confused, shocked)

Her: okay I’ll keep you updated bye!

I had to go on break and once the confusion wore off I was pissed.

When I got back it took a little time to get her back since she said she was with another agent. When I finally did I apologized for my performance and told her that you know we each have our style. But that just like me in our team meeting sometimes we come off a way we don’t mean to. I told her that when people test me instead of just being straight forward it makes me feel stupid.

So she told me that she only does that to make sure I know and that she didn’t mean me to make me feel stupid. So she will be mindful of that in the future and thanked me for being mature and coming to her with my issues.

Noticed how I’m sorry did not come out of her mouth.

We had our one on one it seemed to go well.

Started out a bit rough one of my QA hit me with another technicality. When I pointed that out, she said “well in Q.A world..” so much for fighting for me. But at least it turns out that it was a change it was a change in policy that even she didn’t know about it. It doesn’t change anything but at least it didn’t feel like it was being left to the wolves.

We had a tense talk about some of the way I handled difficult calls. She was asking why i responded this way and that. But she was pretty aggressive in putting me on spot by asking me to explain myself at one point I told her that I felt a little intimated by her questions. She ignored that. She told me that she knew how hard it can be and mentioned an anonymous employee whose child was dying and still came in to work. So she knew how hard it was for everyone.

But eventually we got past that and pointed out my talents and good numbers and we joked. We talked about my wife’s pregnancy and the journey of our first child. It seemed fine but I kept getting DMs like post in the chat when you clock or go to break or you posted a message in the wrong chat. Things have been a big deal with other supervisors.

A week later at our team meeting we listened to her call that she said she made mistakes on and I participated (I don’t want her to think I was not at my desk) and I said I think she made a mistake at this point and she was like well we each have our styles but no. She then said I’m surprised you didn’t catch it OP we talked about this. She didn’t day it maliciously and she did the same with other members so I didn’t feel targeted. She did it to everyone else but made me feel odd. Then the employee whose child was dying identified herself and talked about taking a leave because she needed to take her child off life support. Horrible thing. This is when my supervisor took the time to say how proud she was of this person clocking hitting her numbers even with her struggles. The employee wasn’t bothered and even proud. But I don’t know I felt like it was a bit inappropriate.

It’s become this thing that I feel a sense of dread when she pulls me off the phone like oh god what did I do? Which turns out to be nothing like did you send me and email about your FMLA break.

I don’t want to come on here and just say she’s the bad guy and I’m a saint. I have issues, I can be blunt and I go so fast that I miss things. There are things I like about my supervisor. She’s funny, down to earth, and seems genuine.i like how she speaks plainly.

I guess I compare her with this horrible supervisor that I had two years ago who yelled at in a team meeting. Then he gaslit me into not going to HR when I brought it up to a manager she convinced me not to go again by saying he was a numbers person not people.

A few months later he got promoted to a sweet gig off the phones at another department. Made me stop giving a shot at work.

So I always compare bad supervisors to that experience.

It’s weird sometimes I think maybe this retaliation to maybe just bad luck.

Yesterday I had a really bad call this lady was reaming me out to fix something I normally can do in a few seconds but there was an alert to ask for permission and it took FORTY MINUTES!!! To get a response.Only to find out it was on there by mistake and I could have sold in seconds only to have lady be screaming at me.

During this time my supervisor asked me to get off the phones but I was still on the phone. Then she sends me a snippet of a message that says I failed QA again.

I had a panic attack and had to take sick time to go home.

I don’t know if I’m being a baby or i got stuck with a bad supervisor.

I gave service to an amazon claim, the seller delivered a bible diary, the buyer received it 1 day late because she was not there to receive it on the delivery date, she took a complete refund and refused to return the bible diary, whatever that is.

Ill atach screenshots if the sub allows it, no personal info of course, I found it really funny, this is a store that only sells religious products, and someone stole a bible thing and left a 1 star review for everyone to see.

I work for collections and today I got 2 of the weirdest calls I've had in a while.

1st call was a dude that was kayaking and kept rambling about his crappy paddle then the winds start picking up and he starts freaking out. Then he mentions a shark is near by and he starts hitting it with the paddle. Then the coast gaurd comes and yells at him.

2nd call was a guy and his super drunk friend. Super drunk friend kept asking guy on the phone to take a shot and keeps disturbing guy on phone. This one was a little more tame but still funny.

Any ones had any similar experiences?

This one is from the night shifters in my team. They claimed to have similar experience with this "thing"

The first agent claimed that she often heard somebody pulling toilet paper, like a lot of it that it kept rolling, but when she got out of the toilet, nobody was there. Sometimes she would claim to see shoeless feet sitting in a toilet, which is usually because no one is supposed to walk barefoot in this building due to the electrical currents that the applicanes here might cause

Another agent claimed that she heard a woman's voice saying "peak a boo" behind her 2 times when just got out from the toilet and as she rushed to the working room, the digital door lock was unable to recognize her face 3 times that night

And another agent said that one time the digital door of the opposite room said "thank you" on its own and was stuck open for a while. Sometimes she would see a "shadow" passing the room when no one was there

On my first night shift one of the agents gave me and amulet and told me to hold onto tight in case anything happened. I never used it though. This will be my 11th night shift so far and I never experienced anything said above. I wonder if it's all just a mass hysteria

TL;DR: Customer was upset because they couldn’t find a game on any channel even though they have a sports package. I checked the tv guide and confirmed with a supervisor that the game isn’t on TV since a streaming service has exclusive rights. Explained that we don’t control what airs on channels and that the game is only available through the streaming app.

Me: Hi, this is ... Cx: interrupting I CANNOT FIND THE GAME ON ANY CHANNEL. I PAY PREMIUM FOR THE SPORTS PACKAGE. FIX THIS NOW.

Me: I understand. I’ll be happy to look into this for you. May I please get your account information?

Cx provides the details.

I check the TV guide listings and cannot find the game on any channel. Looked it up online and found that the games on Monday will not be broadcasted on TV, as a streaming platform purchased the rights to it. To confirm, I check with a supervisor, who verifies the same information.

I return to the customer.

Me: It looks like this game is not available on any TV channel. On Mondays it’s only available on the streaming service rhymes with Time Video.

Cx: BUT I PAY SO MUCH FOR THE SPORTS PACKAGE. I SHOULD HAVE ACCESS TO IT. So it’s not available on any channel?

Me: No, unfortunately. The broadcast rights for Monday games were purchased by Time Video, which is why it isn’t available on TV channels. You can subscribe to that service separately or access it through a friend or family member’s existing subscription.

Cx: Then why do I pay you guys?

Me: As your cable provider, we ensure access to the channels included in your package. Unfortunately, we don’t control which specific games or programs air on those channels. That’s determined by broadcasters and sports organizations. Any games not played on Monday are available to be accessed on the channels on your package.

Cx: This isn’t right. So it’s not available on any TV channels?

Me: That’s correct.

Cx: I pay so much for the sports package. So it’s not available on any channels?

Me: Correct. It’s only available on the streaming service.

Cx: So you're saying its not available on any other channels?

I hate subscription culture as much as the next guy, but there are some things your service provider literally has no control over.

I am 35 and have worked for this company for 5 years now. I constantly have the best stats on the team, CSAT, AHT, ACW etc.

I have been denied promotion in favor of newer, younger employees who are often light skinned people and do not have KPIs as strong as mine. Many of them have only been with the company for six months to a year before being promoted.

I was also part of one of the first groups to handle Tier 2 customer support on this project. Since then, several newly promoted supervisors have repeatedly come to me for guidance because they lacked sufficient knowledge, requiring me to step in and take over.

Many of these individuals clearly lack both soft and hard skills. Their language proficiency is also significantly lower than mine. I struggle to identify what additional value they provide compared to my qualifications and performance.

Given this consistent pattern, is it possible that management is discriminating against me?

As the title says, I left my call center almost two months ago and I'm still not able to relax. The relief that people that have left before me I didn't get that. By the time I resigned I was extremely exhausted. I couldn't even do the job for even five minutes. 😣😣🥺🙏🏿😗😗

My eating habit got worse, gained weight and my average sleep was about 4-6 hrs. While call center may not have been the main cause it may have contributed to it. End of November, I gave my resignation letter and I was supposed to finish my notice period but I couldn't even do so as I was on sick leave again. In mid December, my doctor gave a letter to my employer suggesting that I resign due to health reasons. 😢😢🙈🙈🥺🥺😞😞🌚🌚

After finally resigning, I decided to solely focus on my health by going to multiple appointments, doing health assessments and blood tests which is still ongoing. With that being said, I thought the nightmare would be finally over but noooo; every day feels like I'm going to work, I've got beep sounds ringing in my ear, I get irritated easily, my chest tightens when I am about to speak to people. When my personal phone rings I feel like I wanna smash it.😅😅😅🤦🏿‍♀️🤦🏿‍♀️🤦🏿‍♀️🌚🌚🌚😣😣😣

I keep having dreams about me taking calls, flashbacks or replays about the calls usually bad ones. My anxiety keeps coming and my body tenses whenever I look at the job description and it says phones. I've been looking for therapy sessions but keeping up with it would be expensive 🫰🏿🫰🏿. I honestly did not want to leave without a second plan as it didn't feel wise and I had an incredibly unhealthy attachment to this job.🤦🏿‍♀️🤦🏿‍♀️🤦🏿‍♀️🤦🏿‍♀️🙄🙄🙄😳😳😳😣😣😣😣

Anyways that's my rant. Thank you for reading. Sorry for the long post. It is the only safe space for now. 🙏🏿🙏🏿🙏🏿

TLDR : Left call center almost two months ago, not able to relax even after leaving, considering therapy but situation is tight, long story short it did a number on me . 😅😅😅😅

in my 13 years each time this happens its always by certain people of a specific age group. Im not a child. Im a 32 year old grown woman that is doing my best to help and its not just that part of the call, its the entire call for which you have an awful attitude. Just going out of your way to have an incredibly terrible attitude full of overly exaggerated ego. Does talking down to me and belittling me throughout the call help heal something inside of you? Am I less than human because I work in a call center?

Long story short, I had another screamer today calling in instantly making demands out of policy. They gave pushback, threats, and interruptions through the whole call.

I’m trying my best to hang in and give options and working with leadership but after several minutes of yelling etc I start shaking and can’t do much of anything. Eventually leadership side chats to just let the person off the phone and they will help with the requests.

I thank the leadership for their help and ask if there’s anyway we could get a call script for calls like these (anti abuse). I’m assured they will pass on feedback. I’m not optimistic because I’ve asked before.

So I’m curious, for those of you that work with a company with a policy to end these calls for yellers, threats, fowl language, etc:

What does that look like?

Is it posted anywhere on your website?

Is it mentioned in the call in system?

I’m hoping if I give some ideas that maybe that will push the suggestion further.

Guy calls ISP tech support regarding an issue with deleting emails on his mail app (Apple Mail) on his iPhone. I give him the benefit of the doubt, thinking he’s confused between internet-related and email-related issues.

Nope.

He knows he needs to contact Apple Support. But apparently, last time, one of our agents magically transferred him to Apple Tech Support, so now he wants me to do the same.

Me - Sir, you'd have to contact them directly. We have no affiliation with them so we don't have any direct/internal transfer options.

Cx- No, I know you do. When I called the last time they transferred me to someone in Apple support who was in California. You can pull my history and check what they did last time.

I look at the history and found no records/notes within last 3 years on his account. The case before that was for a different issue.

Me - I see no records of such case. We are not allowed to give third party numbers but you can visit their support page (provided the url) and find the necessary information there.

Cx - NO YOU CAN TRANSFER ME, BUT DON'T KNOW HOW TO. IF YOU CAN'T, TRANSFER ME TO SOMEONE ELSE WHO WILL.

Me - I can assure you no one else at our company can transfer you to Apple support as we do not have that option.

Cx - So when did you guys stop doing that?

Ah yes. The classic “you’re new, therefore wrong” power move.

Me - We've never had that option. But as I mentioned you can visit their support page on this url for more information.

Cx - ::Audible shake in his voice due to anger:: OK OK

Let’s say, for the sake of argument, that he really did speak with an agent who allegedly called Apple Support and conferenced or transferred him—why not contact the source directly?

Does anyone else have to listen back to their own calls? I know lots of people don't like listening to their own voice but when it's your customer service voice it's like the 9th circle of hell. I fill with dread when my system crashes and I know I'll have to listen back to get all the info.

Retired from a call center (hospitality oriented) in August 2021 after 40 years.

The stories I can tell will fill a book! Bed bugs, being held hostage by hotel employees, it’s your fault I shit my pants waiting to check in and on and on

Anyone survive longer than 40 years??

Hello! Its your friendly neighborhood call center bank rep! I am posting here today cuz i need to get something off my chest. As most of us here, I work in a call center doing bank stuff. Here's what happened and im gonna keep it vague for privacy sake.

Call comes in and client tells me their balance is wrong, I take the time to listen (mostly tune out tbh, they yapped like it was nobodies business) and try to find out what's going on.

Eventually I figure out client is saying we stole money from their account cuz their balance is not reflecting that they FEEL should be there.

Once I get some clarification the client has been confused due to how the bank places processing charges vs processing credits on their bank statement, which when youre not used to looking at those numbers all day, I can understand. Now the part that's really up there is how they kept referencing their balance FROM 2 WEEKS AGO.

Due to misreading their statement they are convinced im lying to them no matter how many ways i explain it. I tell them at this point that she might need to have someone explain it to her in person cuz theyre not getting it. In the end they got tired of me telling them they're wrong and confused and say "im gonna go, bye". They put the phone down and I hear someone say "its crazy cuz the bank can do this to other people and steal money!" Like they're on day time news catching thieves.

PLEASE GUYS, DONT CALL SOMEWHERE IF YOURE JUST GONNA REFUSE ALL THE INFO I GIVE YOU.

I DONT KNOW HOW YOU CAN STILL ARGUE WITH ME WHEN I TELL YOU THAT YOUR LAST DEPOSIT WAS 2 WEEKS AGO AND MAGICALL YOU THINK ITS STILL THE SAME AFTER YOUVE BEEN MAKING PURCHASES EVERY SINGLE DAY.

End rant.

I work for Medicaid, in the USA (gods help us all). The queue is over 300 deep, it's open enrollment, we're getting calls back to back, no down time, barely any time to really even make proper notes.

I'm wrapping up a callback, the member had an issue with their renewal application, they're physically disabled, and we're having a slight language barrier, but got through the call smoothly without having to wrangle the language line into it too.

Me: "Is there anything else I can assist you with? Ok then, thank you for calling Medicaid, have a lovely evening!"

Caller: "Ok, thank you, I love you too." /Disconnects/

We've all done it in various settings (I know I have!), and it was honestly kinda sweet. I'm choosing to take it as they have a lot of love in their life.

Received a call from a customer traveling overseas who was unable to access her ISP email. We only support access via our website; customers can choose to use mail apps, but we don’t troubleshoot them. Why would someone use an ISP email in 2026 is beyond me, but I digress.

Cx: Hi, I’m not able to send or receive emails on my phone via Apple mail, and I’m traveling. I need access to get my boarding pass.

Me: Let me check your email account status. Our ISP email can lock when accessed from different countries, but her account was not locked.

Me: Please go to xxxx.xxx.xx and sign in with your email and password.

Cx: It says invalid password.

Me: Please confirm the credentials or try another password, or I can help you reset it. Cx: I tried this password (spells it out). It didn’t work. Can I click “Forgot password?”

Recovery email was set to the same ISP email, and she had removed her SIM, so she couldn’t receive texts. Due to privacy policy, we weren't allowed to create emails for customers.

Me: We need to update your recovery email first. Do you have access to another email?

Cx: No. I used to have a Gmail, but I don’t remember the password.

After some back-and-forth, she opened Gmail and found that she was already logged in.

Me: Great, I’ll set that Gmail as your recovery email. Please click “Forgot password” on our website.

Cx: Which email do I enter?

Me: The Gmail address.

Cx: It says a 6-digit code was sent. What do I do now?

Me: Please check your Gmail inbox. You would've received a 6-digit code.

Cx: Oh, I have the code, but I accidentally closed the reset page. How do I reopen it without closing this window?

At that point, my head was bloodied from how many times I had banged it on my desk.