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This is an escalation from the same scott who got this wonderful call a while back. Ms. Customer calls in because she's upset with the way she thinks her bill cycle runs. Her bill goes from the 2nd of the month to the 1st of the month. Ms. Customer assumed that the word "to" means that she is not billed for minutes she uses on the 1st of the month--she has assumed this for the last 6 years. Ms. Customer had $25 of overages from the 1st because she used her phone like crazy that day.

Scott told her that her bill cycle STARTS on the 2nd and ENDS on the 1st. If she goes over her minutes on the 1st she still has to pay for them. Ms. Customer esclates to none other than Jeff--the same supervisor that took Scott's last fun call. Ms. Customer belives she is entitled to a rerate because she does not think that the word "to" would include the 1st of the month, she belives it should be said as "through". The reason why I wish I had this call of Scott's is because Scott whipped out a dictonary and Jeff read off the description of the word "to".

I never get the good calls, but this one is pretty decent.

Based off how he says, "This is my fifth time calling today" Mr. Customer 1 is pissed off about something--possibly pissed off enough to escalate JOY!!!. Mr. Customer 1 is demanding to talk to our Text Messaging department but refuses to wait on hold to have Text added to the account. There are enough people on hold besides him that has him waiting for over 10 minutes. This is not something we can help.

If another department's hold time is over 10 minutes long, there is nothing we can do to put someone else at the top of the list. He has to wait his turn no matter how quickly he needs text messaging. Sadly, this did not escalate v_v this would have been a fun escalation.

This started out okay, but Mr. Customer 2 exploded through no fault of my own. Mr. Customer 2's phone is on a business account and no one is on the account to call in and make changes (aka authorized names). I offered to give him fax information to get his name added so he can make changes to the account but he declined, by spewing: "WHAT THE *expletive* DO YOU THINK I HAVE BEEN DOING EVERY *expletive* MONTH? SHOVING MY *expletive* THUMBS UP MY *expletive* *expletive*?! I HAVE BEEN TELLING THOSE CRANK-WANKING *expletive* *expletive* *expletive* *expletive* IDIOTS AT THE SALES OFFICE TO PUT MY NAME ON THE ACCOUNT YOU *expletive* MORON!"

My first thought is: "Crank...wanking? Hrm. Funny!"

My reaction is: "Sir, I am only going to give you one warning. Lets try to keep this professional and not shout or curse, or else I will release the call. Now if the sales office has not added your name to the account, it is probably because you haven't given them the same information I am asking you to fax in--information you are declining to recieve."

Mr. Customer 2: "WHY WASN'T MY NAME ADDED AT THE TIME OF ACTIVATION? HUH?! HUH?! HUH?! HOW THE HELL CAN A BUSINESS ACCOUNT BE ACTIVATED WITHOUT A *expletive*--"

My Response: "Mr. Customer 2, I am releasing the call because you are not being professional--"

Mr. Customer 2: "WELL I'LL JUST *expletive* CALL BACK *expletive* TOMORROW!" *hangs up*

Me: "Bite me b***h."