August 14, 2009

This customer was simply trying to call in and make a payment and the first and only question I had to ask was what her password was. She gave me a number (that later turned out to be her husband’s password) but the system said it was incorrect, and since the system only gave me one more chance to enter it, I asked her to be sure it was the password she created. She said she didn’t know what she set, so I asked if she could just give a password she usually uses or might have given us. Instead of answering that, she repeated that she didn’t set any password. Upon further pressing, she responded again with her husband’s password. I said I didn’t need his, just hers, but she kept telling me her husband’s and while continuously telling her I didn’t need her husband’s, she suddenly puts him on the phone.

I told him immediately I didn’t need him at all, I didn’t need his password, just his wife’s password. He of course answered that she doesn’t have a password, and gave me his password. I even literally said that I didn’t know how I could possibly make it any clearer, but I did NOT need his password, just his wife’s, and I understand she doesn’t know what it is, but since I have to make a last attempt at identification, could they just PLEASE tell me what she MIGHT have set. He told me his password, and that she doesn’t have one.

At this point, it would seem simple enough to move on to the next question, and trust me, I would love to do that, but I can’t until I put another answer. And who could believe it, but when I literally ask the CM to give me ANYTHING she tells me her husband’s password and that she has never set a password, over and over and over and over again. Here’s the progression: What’s your password? “I never set a password.” Well then, do you know what you might have given us as a password? “I never set a password.” We can see here that what I’m doing is moving on to the next question but the caller only keeps answering my first question, as she forever will because she’s fucking stupid.

I got the husband to finally give the phone back to his wife, but even still she wouldn’t stop answering with her husband's info, which you’ll remember I quickly moved past within the first few seconds of the call. I ended up doing what I wasn’t supposed to do and told her I was just putting whatever I wanted into the system to get it to move on to the next question. YOU PEOPLE ARE STUPID!