At work a customer has put in a complaint about me saying I did not action their enquiry. I logged it on the system, sent an email and letter but as they failed to attend the appointment we have to close it down on the system and destroy the paperwork as we keep being told to destroy data that is not needed due to GDPR. IT told us we can retrieve deleted letters and emails but it turns out it is not the case so they lied.
What none of us were ever shown was there is a document holder on the system where the confirmation letter and email could have been saved. I have been covering this task for another team and should not have been expected to do this for over a year but the organisation keep having staffing issues. Plus other people liaised with the customer but failed to resolve it themselves or advise they had called.
I am done with this as my efforts are not appreciated after going above and beyond my job role. A customer thinks it is ok to lie and the organisation ignores recruitment issues. If I stop doing this task no-one else knows in the organisation knows how to do it and it will result in lost income to the business. I have been telling them this multiple times for over a year to get staffed in place.
I am being expected to type up a user guide to train people as the organisation does not have any user guides but not being relieved of any duties to have the time to do this.
How do you remain positive after a customer and the organisation think it is ok to gaslight you? I am being taken for a mug. I will be telling my manager next week I am no longer doing this task as it is part of another team and not in my job description.
It is affecting my mental health that I have worked hard and am treated like this. 2 other members of staff are leaving too due to poor treatment.