Very few things make me angry, (sort of true) but cell phone carriers make me very angry. Especially this one particular cell phone carrier. Back in January I got bullied into switching my phones over to them. There were all these promotions and all these good deals and I didn’t even know what was going on, but I felt pressured and bullied. Why is it so complicated to understand? I made a terrible choice switching my phones to this particular carrier.
They had some stupid promotion where they gave you three lines even though I said I only need two lines. But it’s a free line so they give you a line with a random number with no phone attached to it which makes no sense but that’s just how they do it is what they said. They said it would be cheaper. But I told them repeatedly I just needed two lines and they said it’s fine, just don’t use this line. Seems dumb, but OK.
Finally, after being mad at them for five months, I was able to switch my phones over to the carrier I had before that was much cheaper and that I’m very happy with. I paid off my phones and I closed the account. I told them how unhappy I was with their services, and I walked away happy to be done with them forever.
I even tell my friends they’re not allowed to mention that phone carrier’s name. And I must turn the TV off if a commercial comes up and why do they keep sending me things in the mail for their stupid fiber service? Anyway, I just tried to move on and forget about the old cell phone carrier kind of how you try to forget about an old boyfriend. You still get angry when you think of him, but you push him out of your mind and just carry on with your life.
This morning I noticed that particular cell phone company had withdrawn money out of my account. Now, I closed my account with that old, bad cell phone carrier in June, so I don’t know why they would be withdrawing anything. They shouldn’t be!
So I called them and they asked for a stupid six digit passcode. Which, of course, I do not know.
“You can easily reset this passcode through the app,” said the dumb cell phone carrier’s customer service representative.
But I don’t have an account! Because it was closed in June! I can’t get into the app because if I put my phone number in they say they don’t have this phone number on an account. BECAUSE I CLOSED THE ACCOUNT!
So, I guess a few 6 digit passcodes but they were all wrong. He says that they absolutely cannot help me without this passcode and that I have to go into the store AND THEN show them my ID in the store AND THEN the store people can get into my account AND THEN the store people call this guy I’m already on the phone with from the store AND THEN he can help me.
I say, “I don’t even have an account to get into! Why would I know a passcode from an account I closed in June? Can’t you find me some other way?”
No.
I told him that was ridiculous and I demand to speak to a supervisor.
He says he is the supervisor.
Of course he’s the supervisor. But doesn’t a supervisor have to have a supervisor?
So, I had closed my account… and money is still getting withdrawn out of it… and I call to get it figured out… and they can’t help me unless I go into the store?
That makes no sense.
Do you know what a pain it is to go into the store? I can’t even stand going into a grocery store so I order my groceries online. And also, I was on my way to pick up my kid from school and did not have time to “go into a store,” Mr. Supervisor!
But, like Mr. Supervisor said, there was NO other way. So I told this guy just to stay on the phone with me while I drive to the store so that he can talk to the people in the store and take care of it. And he said OK!?!?? Now, looking back, I feel bad that I was mean to him because he could’ve said, “No, crazy lady. Just go to the store and someone will call me and we can fix this.” But he did stay on the phone with me for the 10 minute drive while I huffed and puffed and only complained a little bit.
So I walk in the store all grumpy. I had to show this guy my ID and then they figured it out.
So here’s what happened. In June, I paid off the two cell phones. I had I close those lines and I close that account. But somehow they had kept open that third line that wasn’t a number that any of us knew and wasn’t attached to a phone and was never active. Because of that stupid promotion THAT I DIDN’T WANT, but I was bullied into! And they’ve been withdrawing money every month for this line since June!
And don’t even say, “What?!?! Since June?”
“This is almost October, Brita. Did you not notice they have been withdrawing it?”
A friend already said that. He might not be my friend much longer.
No, somehow I didn’t notice, even though I do check my bank account regularly. Which doesn’t really seem possible, but I guess I’m not perfect.
Now, why would they leave open a number that isn’t even active that isn’t attached to a phone that no one has ever used when they closed my account and close the other two lines? I mean, that doesn’t even make sense.
Their stupid response was, “Well, you only told us to close these two lines.”
But I ALSO told you to close the account!! How can you close the account but leave open that one line? Does that one line become a totally different little account all by itself?!?
Then I started going off on a frustrated rant about how that makes no sense and that was just their way for them to keep me paying without even knowing it! And the dude politely said, “Well, that was not our intention,” and I snap back, “Yes, it was!” like I’m a five year old. And like I totally know his intention. And like he’s even the one who did it. Poor guy. Everyone should turn and run when Brita gets grumpy.
So I’m in the store while the guy on the phone is talking to the store employee and they’re trying to figure it out and trying to stop this automatic payment on this account that’s closed. For the stupid third line that nobody wanted that nobody ever used.
I was growing more impatient and I needed to leave to go pick up my kid from school. So I kept asking the guy on the phone if I could leave the store and then he eventually said I could and I said, “OK great.”
And I walked out of the store. Well, maybe I stomped out of the store. The guy on the phone said to me, “Well, make sure you don’t trip over any rocks walking.”
What??!? Why would he say that? Why would I trip over rocks walking? Are there a plethora of rocks on the ground wherever he is? Is he worried that I’m so angry I will trip over rocks?
And the fact that he said that pissed me off even more. Like you worry about your job and I will worry about my safety and my walking.
So I said to him in a snippy manner, “I’ll be just fine,” and then I yanked my car door really hard and hit myself right in the head.
And it really really hurt.
I must have amazing strength when I’m mad at cell phone carriers. But, also, it’s a relatively new car and maybe the doors are lighter, or maybe the door is higher or something. It’s just very different from my minivan that I had for the last nine years. Because I’m sure I’ve yanked that door open in frustration plenty of times and not whacked myself in the head.
But I felt the knot just rising on my forehead, and I instantly had the worst headache in the world. I don’t ever remember anything hurting so bad. Not even childbirth. But I took a few deep breaths, and I composed myself because I was still on the phone with Mr. Supervisor and I didn’t want him to know that he told me to be careful of rocks, and then I yelled at him and said I’d be fine, and then I opened the car door right into my own head. Also, I didn’t want to tell him that he was right to worry about my safety. How did he know? Is he psychic?
Also, did anybody see that? Were there any witnesses?
So, he was giving me a refund for those four months that I have paid, which is really nice but he wanted me to wait on the phone with him while he was completing them.
He asked me if I was close to the school because when I was complaining about having to go in the store I told him I was late to pick up my son from school. I told him no that I was stuck in traffic.
And he said, “Oh, you are driving?!? Be sure to put me on Bluetooth.”
Who does this guy think he is? My mom? A safe driving instructor? He doesn’t even know me and besides, it’s not against the law to talk on your cell phone while driving here in North Carolina.
So I respond “Why don’t you just worry about doing your job and I will worry about my driving and my Bluetooth.”
But honestly, he was already on Bluetooth and it was a really good idea. This new car I have just automatically puts people on Bluetooth even when I don’t want it to! Can I turn that off? Why does it do that by itself? I don’t understand new cars.
But still! The indignation of this guy telling me to use my Bluetooth and to look out for rocks when I walk! Does he give everyone that advice or just me? Could he just tell that I needed some extra protection today? I guess he is a supervisor which means he knows everything. Obviously.
So, I came home and took some Tylenol and dug in the freezer for an ice pack. I found one that I bought for my kid when he had shin splints and decided I could easily wrap that around my head and therefore I can have an ice pack on my head and still have my hands free to do the million things I needed to do. I looked like the pope with a big tall hat on my head, but it got the job done and no one could really see me except my dog.
So, here I am at the end of the day, sitting here with a glass of wine and reflecting on my fight with the dumb cell phone carrier’s customer service rep.
I kinda wish I could call that guy and apologize to him, but I never even got his name. Yeah, I’m sure he’s dealt with worse, right? And maybe it will make for a fun dinner conversation for him to have with his family?
I guess I need to breathe and think before I act but hey, I’m over $300 richer now than I was this morning. Technically, it was my money and I was just getting back, but I didn’t know it was missing so it feels like a big treat.
But I do have this big bruise on my forehead to remind me of my temper tantrum. What will I tell people? I hit myself in the head with my car door? Too embarrassing. I’ll have to come up with a really interesting story like I was saving my dog from a mountain lion and I head butted it. Yes! That way I sound like a hero.
I guess the lessons here are to be a little kind and patient to customer service people, use the Bluetooth in your car, and check your account balance more carefully.
Also, open your car door in a gentle manner and watch out for rocks when you’re walking.
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