Sally:'Hi Claire, you look stressed. Has anything happened?'
Claire:'I just had to make a call to my bank to change my home address on my bank account.'
Sally:'I hate calling banks. So, what happened?'
Claire:'Well, the first three times I rang them I couldn't get through to them. No one was answering my phone call there.'
Sally:'I suppose they were busy.'
Claire:'Anyway, on the fourth call somebody picked up the phone there. So, I started to tell a woman there that I wanted to change my address. But then the call started to break up. I couldn't hear everything that she was saying and could only hear parts of words. Then after a minute of this happening, the line went dead.'
Sally:'So, what did you do?'
Claire:'I had to call them back.'
Sally:'You called them again?'
Claire:'Yeah. The same woman picked up and told me that her line had gone dead as well.'
Sally:'So you were cut off?'
Claire:'Yeah. She told they had been having problems with their phones all morning.'
Sally:'So, she changed your address?'
Claire:'No! She didn't know how to change addresses on bank accounts. So she had to go and speak to her manager. She put me on hold while she went and spoke to him.'
Sally:'How long were you on hold for?'
Claire:'Only about 2 minutes. But I hate the music they play while you are waiting. When she started speaking to me again, she told me she couldn't speak to her manager because he was in a meeting with a customer. She offered to call me back when she had spoken to him, but I told her that I would hold on until she had spoken to him.'
Sally:'So, how long were you waiting?'
Claire:'I held on for a long time. But after 20 minutes of waiting, I was so angry that I ended the call.'
Sally:'You hung up?'
Claire:'Yeah. I was really frustrated with having to wait so much time. But I did call them back about an hour later. The same woman answered and apologised for me waiting so long. She told me that she couldn't change the address on my bank account, but her manager could. So she put me through to his extension and I started to talk to him. And he changed my address.'