I get these types of calls quite often ever since the pandemic started. To make it more vague, I work call center. We answer questions about all kinds of benefits but most times we transfer them to the right number to call. Meaning I have no actual power over their cases. This is why I make sure to include the fact that I’m only an information line for my greeting. But so often this is ignored. The following conversation still cracks me up.
Me: thank you for calling how may I help you?
Karen: my money is not in the card!
Me: ..okay let’s start with your first and last name?
Karen: I don’t need to do that right now. I’m telling you my money didn’t come in today!
Me: yes I understand you’re frustrated, but in order for me to check your case I will need you to state your first and last name.
Karen: ugh fine whatever. My name is ___.
Me: okay well it looks like you’re going to have to call the county for this. You’re not due for any renewals or anything so you might just need to call the county to talk to them. Unfortunately they’re not open today–
Karen: oh my lord. This is ridiculous! What’s their number??
Me: It’s _____. But again like I said, they are closed today. You might have to try on Monday.
Karen: well that’s not good enough!
Me: I understand you’re frustrated but–
Karen: can’t you just give me some emergency funds or something? I demand you give me emergency funds!
Me: what..? No.. mam, I’m not the county. Like I explained beforehand, the county is closed on weekends. Meaning they’re closed today.
Karen: then why are you answering calls today?!
Me: mam, I’ve explained this already. I’m not the county. We’re an information line. The county is closed today. I’m not the county. Is there anything else I can help you with today?
Karen: no! (Hangs up)
Tl;dr: Customer was mad at me thinking I’m part of the county after I’ve fully explained that the county is closed on weekends. She still demanded I give her emergency funds?