Thank you for calling SpectraCom, my name is Rubin, can I have your ten-digit phone number please?”
“Rubin, this is Arnold up in Customer Service. The number I have for you is 716 555 2029. It’s a Vincent Calhoun, he’s been calling about getting a refund and having some trouble. I thought I’d bring him over myself to make sure it gets taken care of...”
“Um... Yeah, I know what’s going on. I spoke with this customer earlier today.”
“...You did?”
“Yeah, he called in about having a refund sent to him, but he doesn’t meet the requirements to receive one, so there is no refund warranted. This is all in the notes I put on the account myself. Did you read those?”
“Yeah, yeah, I did. However, there is a refund warranted; he has a cancelled account and a credit balance. That's all that’s necessary.”
“No, you’ll notice that Mr. Calhoun never once made a payment to this account. In order to issue a refund, we'd have had to receive payment equal or in excess of the amount to be refunded. As I stated in my extensive notes, there is no refund warranted because he hasn't made a payment. Even if I were to enter it in, Research would deny the refund immediately.”
“So how does he go about having it sent to him?”
“He doesn’t.”
“Why not?”
“Because, if we were to submit this to Research, they would reject it and no check would ever be sent. As I told Mr. Calhoun, this money doesn’t belong to him, it belongs to SpectraCom, so we aren’t going to send it to him.”
“So I need to talk to Research?”
“No.”
“How does he get it?”
“He doesn’t.”
“Why not?”
“Because he didn’t pay it.”
“Who can send it out to him?”
“No one.”
“Let me just explain something. We issued this credit to this customer on a promotion, but he decided to change service. This is money that we gave him, and now that he isn’t with us, he wants the money that we gave him.”
“We don’t give people money, Arnold. We provide them with phone service. If they overpay, we give them their money back. If we give them credits that bring them to a credit balance, we don’t give them anything. This customer didn’t give us anything, so there is nothing to return.”
“So how is he going to get this sent to him?”
“He isn’t.”
“This was issued as a promotion...”
“Promotional credits go toward service, not for giving away free money. If he doesn’t use up his credit on his service, he wastes it.”
“So who sends out the refunds for that?”
“No one. We submit the requests to Research, and then Research either approves them and sends off the check, or they deny the refund for not meeting the requirements.”
“So I need to talk to Research?”
“No.”
“You got a supervisor, Rubin?”
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