Slightly complicated trying not to out myself/where I worked..
I have to manage the SM (moderate comments, let in or decline group applicants) as well as respond to communications via instant messaging, phone or email, for where I work. So during my shift, it doesn't matter which of the three options you pick, the person at the other end will be me.
This is not customer or technical support, this is 'expert support' for the product/service we provide. We also have customer and technical support contact options and it is fairly clear which is which if you pay attention.
Anyway group users must read the rules to join, they're specific about what you may or may not post.
The group is free for anyone who has the product/service whether its the free trial or the paid sub.
Along comes Twatty Group User, who proceeds to post video links to something that is against the rules. She gets posts removed and a warning. She does it again. Post removed and another warning...
She then posts that she doesn't understand why her posts were removed, that it is ridiculous that they were removed and the usual diatribe you get when someone's convinced they've not broken a rule when they clearly have. Followed by 'I've been a fully signed up member of the service for 2 months but I'll be asking for a refund now!'...
As other group members have seen this, I leave it up and reply that I am sorry she appears to be unable to see the private feedback left, but her posts were removed due to repeated breaking of a particular rule.
A few minutes later I can see she's flounced out of the group.
I return to monitoring the work software platform.. and along comes an email 'I didn't realise this would cost this much and I want a refund... ' (Liar. You've had the service free for a month and then subscribed two months ago so you knew exactly what the cost was and the time frame for cancellation is long gone!)
So I email her back and say terribly sorry but we can't authorise refunds she needs to go elsewhere for that - follow these instructions' ... and sign off with my full name. 'Regards... WiddlinDiddlin...' (No 'Kindest' there. Have that Twatty Bitch)
And then a few moments later the work phone rings...a service user is calling...
I answer the phone, bright and breezy.. Hello, WiddlinDiddlin here, how can I help... Someone begins to speak, realisation dawns and.... click
It amuses me now, months later to think about just HOW pissed off she must have been to discover that the same person who deleted her posts and told her off on SM was the same person she contacted TWICE to try to refund her subscription!
AND i haven't ACTUALLY done anything wrong, bad, mean etc etc! And we get extra payment for receiving a call, no matter what the call duration is, if it connects, we get paid!