How do you explain credit card processing to an older lady?

asked:


My company recently had a glich in the system with processing a specific type of credit card. Part of my job was to call the different customers of whoms credit card did not correctly process. This list went back six months. As you could imagine, everyone wasn’t exactly peaches and creme, but most understood. However, I ran across one customer I have no idea how to handle. First, my company does not keep complete cc info on file. So, I had to re-collect the complete cc info again. this customer was very inquisitive to say the least. she wanted to know why the cc did not process. I tried to explain to her that a third party vendor processes the payment for us messed up. cust was extremely upset by this. wanted to know why we didn’t call the credit card company ourselves. attempted to explain that everyone uses a third party vendor, cust didn’t understand and was very upset with this fact. she interrupted me several times exclaiming “I don’t want to know what other people do, I want to know what you do!” she insisted on the name and number of cc processing company. when she asked for my number I tried to give her our sister companies number (as they carry the name she is used to hearing) number to reassure her I did in fact work for the company. She had expressed concern that she didn’t have any service from my company. I explained we were merging/sister companies. When I tried to explain why I was providing her with our sister companies number and my extension (to make her feel comfortable) she proceeded to instruct me not to tell her this “speech” again, that this made her feel even more uncomfortable. After she told me this, she curtly said good-bye and disconnected the call.
How do you handle this?

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