My first month or so working for VZW this guy called in right before my lunchbreak and ended up having an almost two hour argument with me. Normally people who are that aggressive and pushy make me angry, but this guy more shocked me because I don't think I've ever, or will ever again, see a person that will lie to me as hard as this guy was. Just to give the cliff notes version:
-He, at the time, had had his phone shut off for non payment. Looking at the notes of the account he had run into this situation almost every month since the previous year and had always talked customer service into reconnecting his devices and waiving reconnection fees just by talking to them until they gave up, got sick of it and just wanted him off the line. He advised me he had never before been late with a payment.
-He claimed that he was upset because his area was "under investigation" by tech support for being a poor service zone. There was one support ticket from months back that had come back with a resolution of no problems seeming to be existing in that area with a note that he had been informed of it.
-Claimed he was supposed to have a 600 dollar credit applied to his account. When I asked him for what he initially seemed shocked and confused that I would actually investigate and didn't seem to know what for. After a bit of stammering he eventually put together a story about how someone had offered it to him for being in a poor service area.
So we fought for more than a hour and a half over this, with him telling me all these bizarre clearly untrue stories and ranging between being confounded and absolutely furious when I advised him nothing he was saying was being supported and that he appeared to have just made an impossible amount of reconnect bargains with customer service and hadn't paid a bill in months. Eventually one of the trainers that walks the floor came by and advised me she'd been listening to the call and suggested I just escalate it because at that point I was two hours past when I was supposed to go to lunch so I made the offer and turned it over to her.
Just in case you ever think of doing what this guy did next, keep in mind that whenever customer service people get you to transfer them to a manager, nine times out of ten unless they're sending you over to a specialized escalation call queue, the supervisor is actually coming over and sitting with you and hooking into their voip phone while the original person is listening on mute for training purposes.
She plugged in and the guy proceeded to change his attitude dramatically once he was talking to a woman, calling her "sweetheart" and "honey" (she visibly looked incredibly disgusted every time) and started telling her that I had offered him a sizable credit to put on his bill and that I had said all I needed to do was put her on to confirm it. When she said that wasn't the case, he immediately started to move down the path of being angry that I had supposedly told him this and trying to demand a credit for me "lying" to him. She was a -lot- less patient than I was though, and immediately shut him down because she'd been listening in and knew he was full of it, spent just a few minutes explaining to him that he was entitled to absolutely nothing except service for paying his bill, and once he sounded completely beaten and dejected, sent him on to financial to get his shit turned back on and pay for it for once.