i scolded a credit card collection agent.
By chuyins123
@chuyins123 (2112)
Philippines
March 16, 2011 2:46am CST
Guys you may hate me for this:
My day started not so good with the traffic thing that I posted earlier. And when I get to the office, I rushed for the usual things or routines to do. Then the phone rings, I immediately picked it up even when my boss is talking to me and asking me some questions, thinking the call was something urgent or very important.
"Hello, good morning!?" I answered.
"Yes, I am looking for Mr. Gilmar (a person previously employed here in our company)." she asked.
"May I know who's this please?" I said.
"This is Joana of HSBC" she said.
"Ma'am I hate to be rude, but isn't it that you already called for several times? Don't you get the word 'HE's NO LONGER CONNECTED?' it means, he is no longer working here. And he is no longer an employee of this company, I am the one who replaced him in the position. Why don't you believe that he's no longer here?" (I was saying those things in a high tone of voice)
"Sir can I just ask his number if you have it?" she furthered. "No we don't have any contact number of the person, and hey, you already asked the contact number of the HR department for more details about MR. Gilmar? Why on earth do you keep on calling here every day, early in the morning? You're bothering us with some nonsense things...Do us a favor please. Don't call this number again.!!!!" (I again exclaimed in a loud voice, my officemate's eyes were all on me.)
"Okay, sir bye." she answered in a low voice.
After the call, I feel so exhausted. I feel ashamed of what I just did. And all my co employees are looking at me. Startled, and wondering why such a harsh attitude early in the morning. Their look means they want to ask why. So I voluntarily explained the whole thing. And they just go smiled or laughed at me.
Now, it all dawned on me, and I feel bad. I feel that I am so bad. I feel bad of what I did. And there's nothing more I can do. I haven't even said sorry to the person. I am sorry for being rude to that agent who's just doing her job maybe.
I don't know what to do to be forgiven. :(
2 people like this
19 responses
@beamer88 (4259)
• Philippines
16 Mar 11
Hmm, frankly, that was a bit rude. It's good that you realized it. Some people don't know how to admit mistakes they've done. I guess you just have to control your temper even if your day is really bad. I've flared up a couple of times and almost always I feel guilty for having said something rude or bad.
@chuyins123 (2112)
• Philippines
16 Mar 11
Yeah, maybe the agent thought I am unprofessional. But I guess that needed to happen to send a firm message to the person that she's not doing the right thing. And she already called several times, I always get their name when they call. And I could even remember her voice.
@chuyins123 (2112)
• Philippines
16 Mar 11
Yes, I did realize when my office mates teased me... they are all teasing me in the office. Said they are all afraid of me. Even our messenger was there when the incident happened, and they are quite shocked with my behavior.
@syoti20 (5293)
• Philippines
21 Mar 11
Hello chuyins123, Me and Joana is working in the same field but different company. I always encountered that kind of attitude in terms of asking people and following up people who are have debt with us. I can't return back the attitude being given to us to the people who answered our call. Because we might get complaint. But if I can, I will return their attitude. So they will not how the feeling being in our shoes. I am just doing my job and collecting debts of people who owe us.
Some employees are hiding their collegaue or friends. Which sometimes not a good idea. We like to believe but we like to squeeze the possible reason we could possibly gets.
Since we talked professionally or if she talked professionally. Why don't you return the favor and show your professionalism to her/us. This will not happen if only the person owes knows how to pay his/her debt.
I know you will feel inconvience about it. We too. But that's our work.
@chuyins123 (2112)
• Philippines
21 Mar 11
Well yeah, but she should know when to doubt people's answers and to read the message on the consistent answers. Anyway, I was sorry Why I was so mean with her. And hey, she called back the next day, which I didn't expect but that time, I am already calm and polite enough to give her the information that may be of help to her. Thanks for sharing. :)
@scorpiobabes (7225)
• United States
17 Mar 11
HSBC has collectors who operate just inside what's permissible, or at least they did in 2008. You don't owe this woman an apology--once they are informed that you don't have further information for the person they are inquiring about, they are to cease and desist calling. Have someone at work begin a log, noting the date, time and name of who is calling--I believe they have 30 days from the date they were informed to stop calling for the calls to stop. Then it becomes harassment. Good luck!
@chuyins123 (2112)
• Philippines
17 Mar 11
Thank you for the information my friend. That would be useful to me. I will take note of their calls and they'd better stop. Thanks again. God bless!
@dawnald (85135)
• Shingle Springs, California
16 Mar 11
I don't know where they get off calling a person's work number to begin with. That ought to be off limits. But it's totally uncalled for when they've been informed that the person is gone.
@chuyins123 (2112)
• Philippines
16 Mar 11
They should at least know how to read signals. The answer have been consistent, from our department to the HR that the person they've been trying to reach is no longer connected to the company. But they kept doing it, making them so annoying. The incident was called to send a message that what they're doing is bothering and disturbing... thanks dawnald! :)
1 person likes this
@dawnald (85135)
• Shingle Springs, California
16 Mar 11
No doubt they're trying to trick somebody into giving up a phone #. Sometimes collections people can be so unethical! 
@dorannmwin (36392)
• United States
18 Mar 11
I know that it is frustrating to deal with collections agents. However, if you've told this collection agency once that the person that they are looking for is no longer employed with your company then they should not call again. Trust me, there have been times that I have yelled at these kind of people as well. I do understand that they are just trying to do their jobs, but that doesn't mean that it is pleasant for those of us that are wrongly getting their calls.
@chuyins123 (2112)
• Philippines
18 Mar 11
Yes, they should at least have a hint how to read from consistent answers of their queries. And with what I did, I hope she gets the message along with my being furious and all. Thanks for sharing doran. God bless you! :)
@lovelyn_medrano (3070)
• Philippines
18 Mar 11
hahaha! Poor lady! I think its not always her who are calling your office... it just happened that, she was assigned to call Mr Gilmar, and no update was noted to the file from the previous caller/agent... Oh how hard to be a call agent... 
They cannot answer back those rude people coz if they do, they will be reprimanded... 
Seems like they are having a hard time finding Mr Gilmar, what about the cell no? No answer??? HSBC is always calling me to my cell everytime they have new offers like insurance, hospital coverage... But I have to consider too that some agents are too irritating... Like with citibank agents, they will follow up my payment even if its not yet due... like 5 days before the due date, they will call and will ask to settle the amount. They will even ask when and where will I pay...
Heller!!! I always pay my cards on time and in full... Why do they need to call me??? Well that is happening only with citibank, I think they (agents) get something from it...
Don't worry, most of the agents are trained and immune by angry customers... It is actually part of their everyday work... At least, you feel sorry and wrote about this...
They cannot answer back those rude people coz if they do, they will be reprimanded...
Seems like they are having a hard time finding Mr Gilmar, what about the cell no? No answer??? HSBC is always calling me to my cell everytime they have new offers like insurance, hospital coverage... But I have to consider too that some agents are too irritating... Like with citibank agents, they will follow up my payment even if its not yet due... like 5 days before the due date, they will call and will ask to settle the amount. They will even ask when and where will I pay... Heller!!! I always pay my cards on time and in full... Why do they need to call me??? Well that is happening only with citibank, I think they (agents) get something from it...
Don't worry, most of the agents are trained and immune by angry customers... It is actually part of their everyday work... At least, you feel sorry and wrote about this... @lovelyn_medrano (3070)
• Philippines
18 Mar 11
Oh the same person! hahaha she deserves it... well I guess she is not doing her job well, she just call and call her list of names without taking notes and updates... Well then, the good thing is, she will not bother to call your number again...
@chuyins123 (2112)
• Philippines
18 Mar 11
Yeah, maybe that was a blast to her, but I just really can't contain it. It is already a repetition. I have noted her name already. And I am very much sure of her voice, so it's the same person calling. Too bad I had a bad day start, so she was the one who got it all from me. Yeah, I am sorry for what I did, but i do hope she get the message too. That what she's doing is already irritating. Thanks for sharing. God bless you!
@macdingolinger (10386)
• United States
16 Mar 11
I wouldn't sweat it too much my friend. 
It is totally normal for you to be upset when someone is not listening to reason and keeps calling and repeating the same thing over every day! That is very frustrating... Jesus was not speaking in a whisper when he drove the money changers out of the temple. He needed them to understand that he was serious!
It is totally normal for you to be upset when someone is not listening to reason and keeps calling and repeating the same thing over every day! That is very frustrating... Jesus was not speaking in a whisper when he drove the money changers out of the temple. He needed them to understand that he was serious!@chuyins123 (2112)
• Philippines
16 Mar 11
Thank you MS. Mac. I was quite bothered really. But with the comments of the people here in mylot. I am quite relieved. Yeah, I just hope he get the message why I talked to her that way. Thanks again Ms. MAc. Hope all is well with you there! God bless you!
@jaiho2009 (39142)
• Philippines
16 Mar 11
Well,that is customer care representative's life.
I work as call center agent (not with sales or outbound calls) but an inbound calls where in customers has to make the calls.
Most of the time,customers calling very upset because of messed up accounts which is their fault.
In your case,i do understand that such morning calls really irritates your day esp when you already had given all the information needed.
But like you've said,the agent is doing her job as well.
Don't be sorry,next time you know what to do
@chuyins123 (2112)
• Philippines
16 Mar 11
Yeah, because of the experience, I realized that I am not patient enough. :( Anyway, I just have to be patient the next time around. And well, i just hope I could hold back the next time around that I will be irritated by an agent's call. Thanks Jai. God bless you! :)
1 person likes this
@santos_mlirs (271)
• Philippines
16 Mar 11
Well, i think that was just a normal reaction on your part. You don't need to be sorry for that. You had told her several times already that the person she is looking for is no longer connected with that company. It only means that she doesn't believe you and it is really irritating.
Yes i agree. that's part of her job and probably she's already used to that kind of scolding. There's no need to feel guilty.
@chuyins123 (2112)
• Philippines
16 Mar 11
Yes, I hope their company now gets the message I am trying to convey. Thanks for the response santos... God bless you!
@sunnycool (12714)
• India
16 Mar 11
No matter how much i'm irritated ... i can never shout at women!Unfortunately it isn't the case when i deal with annoying men who are on a roll suggesting credit card offers.Its damn easy to utter words ... by the time you realize those simple words would have done enough damage!btw i have got a couple of rights to shout at though.Great day.
@chuyins123 (2112)
• Philippines
16 Mar 11
Yeah, but hey, I didn't shout. But I was speaking in a high tone of voice. Anyway, I will just hold my temper the next time. Thanks for sharing. God bless you!
@acey76 (1276)
• Philippines
16 Mar 11
yeah , i do feel sad for the agent I been once in her shoes I was like her before, but the thing is agents call what is on their list and sometimes the list has been gone to many agents hands, meaning to say numerous agents have made a call to that certain number. I remember crying back then for that same reason...well that's a job and a task that has to be done. We cannot argue to the one we are calling to. Well maybe next time , i know you'll be nice to other agents now.. :-)
@chuyins123 (2112)
• Philippines
16 Mar 11
I think that's one flaw that the company should solve. They have to endorse everything to the next agent handling the account, including the calls made by previous agents to those numbers so as to avoid such incident to happen. But still thank you my friend for informing me how it works, now I would understand why. So the next time around, I would be extra patient... Thanks. God bless you!
@toniganzon (72285)
• Philippines
16 Mar 11
I knew upon reading your post this morning that you were gonna take your irritation out on someone or something. You woke up at the wrong side of bed my dear friend.
Anyway, you have already committed that mistake and there's no way of turning back time. I guess you just have to pray and ask forgiveness from God for not being able to stay calm and at peace today. That should be enough. Anyway, that agent must have already taken her revenge on you because the moment you put down the receiver, she was probably cursing you like hell. 
The day is about to end and i hope that tomorrow you would wake up with a new perspective.
The day is about to end and i hope that tomorrow you would wake up with a new perspective. @chuyins123 (2112)
• Philippines
16 Mar 11
Yeah, maybe I started a bad day. I hope I would be kind tomorrow. I've been sorry the whole day, thinking she might feel bad because of what I did. But you gave me another picture, she might really have taken revenge on me the moment I ended the call. So shall I call it quits? Still I have wronged, I'll ask God for forgiveness. Thanks my friend. :) God bless you. Pray for me though. :)
@vannyt (343)
• Philippines
16 Mar 11
Collection agents are sometimes very irritating but you have to understand that's their job. Maybe just a wrong timing as you have said you didn't start your day right even before coming to the office. Don't worry they are already numb to this hypertensive tone of the people receiving their calls. Maybe next time you could control your anger should they call again. And yes, expect another call.
@chuyins123 (2112)
• Philippines
16 Mar 11
Yeah, maybe she'd call again. I hope I wont be the one to answer the call. My officemates are still teasing me of what I did. I hope I could control my temper. :( Thanks to all of you for the comfort you somehow give by responding to this post. God bless you! :)
@laydee (12798)
• Philippines
16 Mar 11
First and foremost, these things are common but it doesn't mean that they do it on purpose (well some do, I think). I know how you feel, and I have felt the same way, but there are just times when we can't control ourselves from being annoyed - not to mention that the day hasn't been doing great before the call.
However, I think they can handle it. They have been trained to accept these rude replies and I bet the person has gotten a lot of those in his/her line of work.
To share an experience, a few years back, I applied for a mobile plan service. After a few months of using it flawlessly, a person called me up asking for someone (who I think owned the number several years back) I told that person that I didn't know the previous owner and it's best if they call the network provider for such and to confirm that the number has now been assigned to a new user. I told the person that in a very polite manner - then suddenly, the caller claimed that I was hiding the person and that they were the credit card company and they demand that I tell them the information they needed else I could be sued!
The nerve!
I was really furious at the accusations the person made and was taken aback by the incident. The person kept on telling me to be honest, at that time I already lost my temper and angrily told her "What kind of a credit card company accepts a cellphone number as an information from a person for a loan??? You could easily throw the sim away and cannot be traced that easily! Your company is such a stupid company to begin with!" There were a few more exchange of words, until I told her that I was going to report her to the telecommunications bureau and I ended the call.
Afterwhich I called my network provider and reported the whole incident and the company (the person) never called again.
@chuyins123 (2112)
• Philippines
16 Mar 11
Yes, some may think that I was hiding the person they've been looking for. But they should at least know how to get clues on consistencies. If the answer is consistent, they should try some other ways to reach the person. Anyway, it will be part of my past. I am just really sorry to her and to my self. Hope she'd forgive me for what I did. I hope she understood what she did was already irritating and annoying. :)
Thanks for sharing your experience too. I am quite relieved. God bless you! :)
@frontvisions101 (16043)
• Philippines
16 Mar 11
The next time she calls again explain calmly that the person she is looking for is no longer working in the company. That is, if she calls again. The thing is, you don't really have to apologize. They can take these types of treatments. I know because I've worked in a call center before. They can take a lot worse than this, believe me.
@chuyins123 (2112)
• Philippines
16 Mar 11
Yeah maybe. But I guess she wouldn't call me again. Or maybe some other agent will. I just hope she doesn't ring my line. It would be a wise move for her to call the HR instead not our department. Thanks though. :)
@garson (884)
• United States
28 Mar 11
After all, you are just a human being and no one has the right to hate or love you. It might be that you are in an important situation (talking to your boss) and you received a phone call that makes you feel sick and tired. I am curious though of how your boss would say to you. If you feel bad, let it go. Just relax next time (It's easy for me to say.)
@SIMPLYD (90722)
• Philippines
16 Mar 11
You just overreacted , but that's natural. Those collection agents could get into your nerves if they keep on looking for the person indebted to them , who has already resigned.
That happens here at the office too. What i would say is that the person has resigned and any personal matter is prohibited at the office and would tell them not to call again.
@chuyins123 (2112)
• Philippines
16 Mar 11
Yeah, maybe I just over reacted on the circumstance. I was really just upset with what they are doing. They call early in the morning. And it's for almost a month that they've been doing it. Maybe I was also just so fed up with them. So i burst. Still I am sorry for what I did. I should have been calm and politely told her that she shouldn't call the number again. But it's over, I already did what I did. All I could do now, is hope she'd forgive me. :(
@ravisivan (14079)
• India
21 Jun 11
what happened in respect of this?Did u get a call again? sometimes these calls are routed by your telephone board and may be u received it more than once like that. It is okay. Are you working in call centre? have a good day
