Sup told me I need to be escalating calls.
Dumb angry lady calls in wanting to know where her refund is for items not received. I explain that the refund was done as a product discount and that she was not charged for the items not received. Dumb angry lady loses it and starts screaming that I better refund her money.
I ask if she can see where the charge went through on her bank and to provide the transaction ID, shes a dumb angry lady so she dosent understand. I offer to do a conference call with bank and the bank confirms we did not charge her for the items not received. Dumb angry lady is irate and thinks we are scamming her now and demands a SUP.
I write up my ticket requesting a SUP and explain everything to them. I'm told I'll have to wait a few minutes until they can take the call. I sit around waiting and refreshing the dumb angry lady for 20 mins until the SUP finally gives me the go ahead to warm transfer. When they answer the phone I ask if they need anymore information from me and they proceed to bitch and whine about how i need to be deescalating calls and how they just wanna get this over with.
Well sorry asshole. You're a fucking supervisor quit bitching and take that fucking SUP call and do your job. I just spent the last hour trying to explain we dont owe this bitch any money. Fuck you