Part of my duties for my new company is to update credit card details for people who have bought something from us. A hot water system, say. Or a set of solar panels. We offer a fairly simple repayment plan whereby the customer gives us a couple of hundred bucks and then pays the system off with monthly instalments over two years.
One of the conditions attached to this is that the repayments can only be set up to direct debit from a credit (or debit) card. So if someone wants this instalment plan option they can't make the payments over the counter at the post office, or via bpay. This is a fairly popular scheme so this means; lots of credit cards, lots of updates. People call in because they've changed banks, or their credit card has expired. Or...
THEM: Yeah, I got this text message from you asking me to call in.
ME: Oh yes?
ME: And what was it about?
ME: What was the message about? We send a lot of those out, for lots of d-
THEM: Yeah, some shit about me credit card.
ME: Ok, right. So did you purchase something from us?
THEM: What's that?
ME: Did you purchase something from us? Did you, you know, buy something from us.
ME: And you're still paying it off?
At this point I get a few of the person's details and look them up in our accounts system.
ME: Right, so the reason we sent the text message was because the most recent payment hasn't come through to us.
THEM: How'dya mean?
ME: Well, we tried to debit a payment on the 13th and it was rejected by your bank.
THEM: (instantly hostile) Well why's that happened then? Whatd'ya mean rejected? There's nothing wrong with me card! What the bloody hell is going on?!
ME: Just like I said, we tried to take a payment fr-
THEM: Well there must be something wrong with your system! Or the bank.
ME: -om... Sorry, if you just let me finish. This has probably got a really simp-
THEM: My credit is good! I've never had a problem in me life! I wish I'd never got caught up with you people. Nothing but a fuckin' hassle from day one!
ME: -le explanation. Well, don't take it that way. One payment hasn't come through, there's no need to panic.
THEM: Oh yeah? That's easy for you to say. That's easy for you to say, mate, when you're not the one being accused of something. I don't know what you're tryin' to say about me credit rating or me account or whatever but I don't like the way this conversation is going.
ME: Well... (lost for words, brief pause)... Er... I'm not trying to say anything except we didn't get your last payment. I mean, most likely there's just some change with your card? Normally it's just that you have a new expiry date or a card number.
THEM: Mate, I haven't had any fucking changes with me card or anything else. Everything is exactly the same way that it's always been. Same card, same bank, same details. Same everything!
ME: So there haven't been any changes to anything with your credit card?
ME: Everything's the same?
ME: Well.... Yeah well, I guess it is a bit confusing then.
I double check and confirm from the info in our system that the most recent debit has not come through. This system that we use is very reliable.
ME: Or maybe there wasn't enough money in the account wh-
THEM: Fucks sake mate, there's plenty of money in that account. Plenty! So what else have you got?
ME: Well... let's recap. There's money in the account?
ME: And nothing has changed with the card?
ME: No changes at all. Nothing different?
THEM: (angry) No, I said.
ME: You haven't changed cards or gotten a new card?
THEM: Well yeah, I got a new card.
There is silence at this point. At least on the phone. I've hit the 'mute' button on my console so he can't hear me going 'You fuck faced fuck head! No fucking changes!! What's a new fucking card then!!!'
I then unmute myself and, in a tone of sober derangement, continue:
ME: New card?
THEM: Yeah, I lost me old one a few weeks ago.
ME: I see... (another session in mute, more yelling)... Well that'll explain it then. You'll have a new card number and your old card will have cancelled so that's what will have stopped your payment with us.
THEM: Really? I thought the bank would have just told everyone my new number, automatically.
ME: Fuck me. What planet do they do that on?
ME: No they don't do that.
THEM: So I have to tell everyone myself? Fuck me! That must be a new policy.
ME: No it's always been like that.
THEM: Is that right? That's a bit shit on their part. I suppose you want the new number then.
ME: Yeah, new card number thanks.
THEM: I'll get me wallet, hang on a sec.