Job was collections. Collect on late payments on customer credit card accounts.
Inbound call. Customer was upset he's receiving phone calls.
I asked his intention to pay, he gave me the date and amount.I told him I would note it on his account and then thanked him for calling him.
Customer asked me if I was being rude.
He asked me if the calls would stop, I said I noted his account so it should.
He asked me if we will waive the late fees. I said no. As per company policy we cannot take the late charges off if it's not bank error.
He got even upset. He wanted to speak witha manager.
I tried to deescalate the first time but he insisted.
So i asked him if he can hold, he said yes. So i said, kindly hold.
Put him on hold. Looked fora manager, still engaged on a call, I browsed the internet for a few seconds.
Then the manager is already available, I told him what happened, and when i was about to transfer, he hung up.
Customer did not callback. Nor complained of the instance.
The call was monitored.
I was given a notice to explain.
Containing a narrative of the above that i find subjective.
It said that i have violated 4 company policies, 2 of which is a terminable offense.
1. Gross Discourtesy TERMINABLE
2. Deliberate clearing line TERMINABLE
3. Refusal to transfer FORMAL WARNING
4. Unauthorized activities (for internet use) FORMALWARNING
I replied to their notice.
Gross Discourtesy - I have not in anyway shouted,uttered rude remarks, degraded the customer.
Deliberate clearing - it was the customer who hung up. Even QA said we cannottell for sure.
Refusal to transfer - i did not refuse.
Unauthorized - to this i admitted.
After they served the notice they told me that I am not allowed to takecalls.
I asked if that was preventive suspension, for i need it in writing. They said it isn't.
After a few weeks, they informed i am terminated because upon investigation, i was guilty of Gross discourtesy and unauthorized activities, which i believe being myfirst offense, would constitute formal warning.
I cannot believe their verdict. I did not sign the papers. But i asked for a copy, whichthey denied me because i did not sign it.
I've been reading, and I think, the gravity of the offense given me does not commensurate the sanction.
I have no attendace infraction and ive been perfoming well i was even receiving incentives.
1. Do i have a case?
2. I was receiving incentives. I was dismissed January. I have yet to receive my December and January bonus because it was already put on hold. It is of significant amount,for me.Can they take it away?