(ominous music)
- [Automated Voice] We are currently experiencing
a high volume of inquiries,
Please continue to hold,
Your call is important to us,
- Customer services,
How can I help?
- Yes of course, and would you like me
to read out the account balance?
- Thank you for waiting,
How can I be of assistance?
Okay sir, I just need to confirm some things for security,
- Okay, can I take the first line of your address please?
- I'm just going to pop you back onto hold,
- I'm sorry, could you repeat that again please?
- You've reached customer service,
How can I help?
I do apologize, let me check that transaction for you,
- Anything else I can help you with today?
Okay,
Well thank you for calling
Regal Union Bank customer service,
- [Customer Service Employee] Here you go, Melissa,
- Thank you,
(phone ringing)
- I know it's difficult, sweetheart,
but try not to take it personally,
- What happened?
- Another abusive caller on the phone,
- Got really nasty,
He threatened to come down here and assault her,
- What a prick,
- These abusive calls are just getting out of hand,
- I know,
Management really needs to do something about it,
- It's getting stupid,
Almost on a daily basis now,
- What makes people think that they
have a right to talk to us like that?
We're still human beings, you know?
- You don't think that he'd come here do you?
- Of course not,
- Just some twat throwing his weight around,
- Even if they tried we've got
multiple buildings all over the country,
And he'd never get past security anyway,
- I say let him come,
- What?
- If he shows up I'll gladly give him a piece of my mind,
Deserves a taste of his own medicine,
- Karmen,
- What?
Swift kick to the balls,
That'll teach him a lesson,
- That is not helping,
- Oh come on, violence is the only way
these idiots are ever gonna learn a lesson,
- Why don't you go home early,
We'll cover the rest of your shift,
- I don't think I should,
- It's okay, you can't stay after that,
- How about I call you a taxi?
- Only if it's no trouble,
- I'll pick you one now,
- Thank you, guys,
- Don't mention it,
- You need to look after yourself first,
Don't worry about this place,
- I'll go swap my face out,
- Stay strong, mate,
Don't let them get to you,
- Hi,
Can I book a taxi please?
- Sorry, luv,
(vacuum running)
(ominous music)
(vacuum shuts off)
- Audrey?
(music intensifies)
Hello?
Karmen?
What you doing?
(heart beating)
(Karmen screams)
♪ One two three four ♪
(acoustic guitar music)
♪ Can I help you, Jesus ♪
♪ Winter's drawing in ♪
♪ Want to marry Maggie, but they said it was a sin ♪
(Izzy humming)
- Woo!
(harmonica solo)
(birds chirping)
♪ Hello Satan's armies ♪
♪ Did you ever hold ♪
♪ You must've seen some awful things ♪
♪ By trampling the pole ♪
♪ And it's cold, oh cold ♪
♪ Cold, oh cold ♪
♪ And I want to see your anger in the fire ♪
♪ And it's cold, oh cold ♪
♪ Cold, oh cold ♪
♪ And I want ♪
- This will do nicely,
(phone ringing)
Lady of the house speaking,
- Oh boy, it's my favorite niece!
- I'm your only niece,
- [Wes] Don't fixate on the technicalities, Izzy,
- How did you swing a place like this?
- Cryptocurrency innit?
I told you,
That's where all the money is these days,
Making an absolute killing,
- Lucky you,
- [Wes] Well if you ever feel like investing
I could give you a crash course,
- Yeah, I think I need money to begin with, right?
- I can lend you the seed money,
All you need to do is ask,
- I'm all right,
Thanks, Uncle Wes,
Weather looks beautiful where you are,
- [Wes] Look at that beach,
- Living your best life, eh?
- Yeah, you know it,
Listen,
Sorry to hear about you and Jake,
- It's no loss,
- [Wes] Sorry,
How's work?
- Amazing,
So rewarding,
I really feel like I'm making a difference in the world,
You know?
Actually leaving my mark on the planet,
- [Wes] You've grown up to be one
sarcastic little miss haven't you?
- Mmmhm,
Job's a job,
At least with the current state
of the world I don't have to commute,
Just work from home can't I?
- There you go, Izzy,
Positive vibes,
- That's me, always looking on the bright side,
- The internet connection up there
is pretty good despite being out in the sticks,
so you should be all right for work,
- [Izzy] Well that is a relief,
- So sarcastic,
(Izzy chuckles)
- What the hell is that?
- What?
What's that?
Oh yeah,
I picked it up when I was backpacking,
Pretty cool huh?
- No,
Why would you want something like that in your home?
- Oh bless,
Izzy-wizzy afraid of the scary wee mask?
- Very mature,
- You gonna be all right out there all alone?
No neighbors for miles,
No one out there will hear you scream,
- I'm sure I'll survive,
- Aren't you brave,
The waves are calling my name, so cheers,
Listen, thanks again for house sitting,
- Welcs,
- [Wes] Enjoy yourself, yeah?
- Mmmhm,
- [Wes] And don't work too hard,
Remember, help yourself to whatever you want,
What's mine is yours,
- Thank you, favorite uncle,
- [Wes] Ha ha, yeah,
See you next Tuesday,
- Rude,
(Wes laughs)
- Yeah, all right,
Yeah, look after,
Thanks again, yeah?
Yeah, lovely,
Wish you were here,
See you later,
(laughs) Yeah all right, bye!
See ya!
Yeah yeah, bye bye!
- Idiot,
(sighs)
(ethereal music)
(loud bang)
- Fuck's sake,
I,
Hate,
My,
Job,
Exclamation mark,
(computer dings)
(dramatic piano music)
(phone ringing)
You're through to Regal Union Bank customer service,
Izzy speaking, how can I help?
- [Female Customer] Yeah, hi,
I've been locked out of my online banking
and the forgotten password link isn't working,
- [Male Customer] It was for 1,527 pounds,
- And when should the payment have gone through, sir?
- [Male Customer] Yesterday,
- Let just check that for you,
(water boiling)
- [Male Customer] I deposited the check this afternoon,
Is the money in the account?
- Yes, it will show on your balance immediately,
But it can take up to two working days
to clear into your account,
(phone ringing)
Sorry, the connection is very weak,
Yeah, can you repeat that please, madam?
- [Female Customer] A purchase on my debit card
keeps getting blocked even though I'm not overdrawn,
- Okay, I just need to ask
a few questions for security reasons,
- [Male Customer] I've lost my bank card,
Can I get a replacement please?
- Okay, can I have your full name
and the first line your address please?
- [Male Customer] 43 Duke Road,
- And your account number and SOL code?
- [Male Customer] The SOL code is 67-12-85,
(phone ringing)
You're through to-
- [Female Customer] Finally!
I've been hearing that tune for 45 minutes!
- My apologies for the wait,
We're receiving a high demand of calls this evening,
How can I help?
- [Zadinski] It's Mrs, A, Zadinski,
- Can you spell that out for me please?
(phone ringing)
You're through to Regal Union Bank customer service,
Izzy speaking, how can I help?
- [Male Customer] How do I increase my overdraft?
- [Male Customer] I'd like to upgrade
to the gold savings account,
- Would you like me to read out the terms and conditions?
I just need to go through some
security questions to verify your account,
What was the name of your first pet?
(phone ringing)
- [Female Customer] Hi, yes,
How can I stop a standing order?
- I'm sorry, can you repeat that?
- [Male Customer] Change from a fixed rate
to a variable rate within the agreed 36 month timeframe,
The additional repayment holiday opportunity
was only introduced due to the pandemic,
so it's not mentioned on the contractual
paperwork we signed prior to the event,
So we can't have voided the agreement,
Why have we been charged at a variable interest rate?
Hello?
Hello, Miss?
- Sorry, what was that?
- [Male Customer] Our loan repayments have suddenly changed
from the fixed rate to a variable interest rate,
The rate needs to go back to 1,8% as originally
stated when we took out the loan,
It has been altered to,,,
(coffee machine grinding)
- I can get a new card sent out to you tomorrow,
Is that okay?
- [Female Customer] Yeah, thank you very much,
- Not a problem,
Anything else I can help you with?
- [Female Customer] No, that's it I think,
- Okay,
Thank you for calling,
Have a good evening,
(phone ringing)
I can't seem to find you on the system,
Could you just confirm your postcode again please?
- [Male Customer] S-W-1-9-7-M-Q,
- Was that N for November?
- [Male Customer] No, M for mother,
Q is for cucumber,
- Okay, I found your account now,
Okay, that's all sorted for you,
Anything else I can help you with?
(phone disconnects)
- Obviously not then,
(phone ringing)
You're through to Regal Union Bank customer service,
Izzy speaking, how can I help?
- [Caleb] Why did you cut me off?
- Excuse me?
- [Caleb] I just got cut off,
- I do apologize, sir,
We experience technical difficulties from time to time,
- [Caleb] Well it's not good enough,
You're supposed to be providing
a professional level of service,
- I can only apologize, sir,
How can I help?
- [Caleb] I've already been through this with the last guy,
- I'm afraid I don't have access to that conversation,
- [Caleb] So I'm gonna have
to go through this all over again?
Jesus Christ,
I really don't have time for this,
- Well you can request a call back,
- [Caleb] Pathetic, this is an absolute joke!
- I'm sorry-
- [Caleb] Let's just get on with it then,
- Okay,
Can I have your full name
and the first line of your address?
- [Caleb] Doesn't it come up
on your system automatically?
- I need it to confirm for security,
- [Caleb] Fine,
Caleb Baxter,
23 Manor Crescent,
- Thank you, Caleb,
And your account number please, Mr, Baxter?
- [Caleb] 012-155-69,
- And finally your SOL code,
- [Caleb] 131-366,
- That's great,
Thank you, sir,
It'll just take a moment to come up on my screen,
Okay Mr, Baxter, how can I help?
- [Caleb] Three months ago I canceled a car lease
as the vehicle was involved in an accident
and the insurance would not cover the repair,
- Okay,
- [Caleb] I have not been able to check my bank statements
because my internet has been down, so I was unaware
they were still taking the payments,
Now my rent has bounced because the car payments
I thought were canceled have set my balance overdrawn,
- I see,
- [Caleb] And to top it off now, you've charged me
a penalty fee for going overdrawn too,
- That is a condition on the account I'm afraid,
- [Caleb] But shouldn't you
tell me first before charging me?
- A letter would've been sent to your address,
- [Caleb] Well I haven't gotten one!
- Let me check the system to see if one was posted to you,
- [Caleb] I don't care about the letter,
I want my money back from the car lease company,
- Have you contacted them?
- [Caleb] Of course I have!
I've tried and I just keep going around in circles,
- [Caleb] So the payments to the car company,
were they standing order or direct debit?
- [Caleb] Direct debit,
- Let me just go through your recent transactions,
And this was canceled three months ago, correct?
- [Caleb] I just told you that!
- There's no need to shout, sir,
I'm afraid I can't see any indication
of the direct debit being canceled on your account history,
- [Caleb] Well I definitely did it,
I remember specifically canceling the stupid thing,
- I can see your broadband contract
was ended around that time,
- [Caleb] No it wasn't!
- Are you sure you didn't stop
the wrong subscription by mistake?
- [Caleb] Yes, I'm sure!
- Well sometimes people just hit the wrong keys-
- [Caleb] Don't you fucking patronize me!
- Mr, Baxter, please watch your language,
Regal Union Bank will not tolerate
any abusive behavior towards their staff,
Are you still there?
- [Caleb] Yes, I'm here,
Where else would I be?
I can't do anything until you get this sorted,
- Well I can stop any further payments
to the car lease company, but to be reimbursed
you'd have to speak to them,
- [Caleb] No no no, I already tried that,
Why can't you repay me now?
- Unless there was an implication of fraud?
- [Caleb] Okay, do that then,
- You'd have to submit an application,
And given what you've told me, however,
I'd advise it may not be successful,
- [Caleb] Do it anyway,
- Okay, sir,
So we can put a request into the fraud department
and they'll start an investigation for you,
- [Caleb] How long will that take?
- The process can take up to six weeks,
- [Caleb] Six weeks?
- Yes,
- [Caleb] That's not good enough,
- It's the necessary financial procedure I'm afraid,
We have no control over that,
- [Caleb] I need that money now,
- You may be eligible for a short-term loan,
- [Caleb] I just want my money back!
My money!
- Mr, Baxter, please lower your voice,
- [Caleb] Stop telling me what to do,
You're supposed to do what I say,
I'm the customer,
The customer is always right,
You have heard that expression I'm guessing,
- I have, but-
- [Caleb] Now you listen to me, young lady,
You'll do what I tell you,
I'm not gonna be messed around,
- I'm not trying to mess you around, Mr, Baxter,
- [Caleb] I know you can do it,
Click the silly little buttons and put the money through,
- I can't just-
- [Caleb] You can!
Just do it!
- It doesn't work like that,
- [Caleb] That's the problem with your generation,
You're lazy and spoiled,
I mean what Is this, your first shift or something?
Are you actually capable of doing your job?
- Sir, unless you change your tone
I'm going to have to end the call,
- [Caleb] So what can you do?
- As I said, I can refer your case to-
- [Caleb] No!
What can you do?
- I'm not quite sure what you mean,
- [Caleb] What can you do right now?
- I've already said that we can-
- [Caleb] Yes, but what,
Can,
You,
Do?
- I'm just customer service,
I don't have the power or authority to authorize-
- [Caleb] Useless!
You're wasting my time,
- I'm sorry you feel that way,
- [Caleb] What was your name, Miss?
- It's Izzy,
- [Caleb] Izzy what?
- Just Izzy,
- [Caleb] You don't have a last name?
- It's company policy not to give our full names,
- [Caleb] Well I wanna know it,
- Why do you want to know it?
- [Caleb] I want to report you
and make a complaint to your manager,
- If you're unsatisfied with my level of service
you're well within your right to make a complaint,
- [Caleb] I wasn't asking for your permission, Izzy!
- You don't need to know my full name,
You just include Izzy and your customer number,
All these calls are recorded for training purposes
and there will be a transcript of our interaction,
- [Caleb] Tell me your surname, Izzy,
- It's not possible,
- [Caleb] Tell me,
- No,
- [Caleb] Why not?
- I said no,
- [Caleb] You know my last name,
- I do,
- [Caleb] Then tell me yours,
- It doesn't work like that,
- [Caleb] What's the big deal?
- Sir, we're going off topic,
I'm trying to help you,
- [Caleb] I want to know who I'm dealing with,
- Would you like me to transfer you to another agent?
- [Caleb] No,
- Okay then,
- [Caleb] I want you to fix my problem,
- I'll do everything I can, Mr, Baxter,
- [Caleb] Don't do everything you can!
Do what I tell you!
Reimburse the last three payments and-
- I'm sorry sir, but I do not have the ability,
- [Caleb] I was speaking!
Don't you ever cut me off,
- Sir, I've already warned you,
I don't want to end the call,
I want to help you if I can,
I sympathize that you're angry,
but I'm not here to be insulted or verbally abused,
- [Caleb] Do you have any idea the situation I am in?
- I do,
- [Caleb] Oh you do?
Have you ever been homeless?
- No sir,
- [Caleb] How many times have you had to sleep rough?
- I've never slept on the streets,
- [Caleb] Then help me!
- I'll try my best,
- [Caleb] I need this money back now,
- I understand, but-
- [Caleb] Don't tell me you understand,
Do you know how insulting that is?
You don't understand,
You don't know me,
You don't know what I've been through,
- [Caleb] Sir, you need to calm down,
- [Caleb] I need you to do your fucking job!
- This is your last warning,
- [Caleb] Do what you're told!
- Okay, one more outburst-
- [Caleb] Trust me, I'm not someone you want to threaten,
- Mr, Baxter, you've given me
no choice but to terminate the call,
- [Caleb] You'll regret this,
- Sir, I'm going to end this call now,
- [Caleb] I'm gonna find you, bitch,
- This conversation is over,
- [Caleb] Don't you dare hang-
(call disconnects)
- Fucking prick,
(ominous music)
(phone ringing)
You're through to Regal Union Bank customer service,
Izzy speaking, how can I help?
- [Female Customer] Oh, hiya,
So I can't remember the pin number for my debit card,
Could you tell me over the phone?
(birds chirping)
(phone ringing)
- Hello?
- [Caleb] I told you not to hang up!
(phone disconnects)
(dramatic sting)
(Izzy gasps)
(ominous music)
(blender whirring)
♪ Here and now, time and space ♪
♪ You don't want to see my face ♪
♪ Go ahead, call me a liar ♪
♪ I've lost control, feet are on fire ♪
♪ Do we know ♪
♪ Do we understand ♪
♪ Do you care ♪
♪ This is how I am ♪
♪ Points and penalties ♪
♪ Let us keep the score ♪
♪ My apologies ♪
♪ For getting through the door ♪
♪ Points and penalties ♪
♪ Is pulling us under ♪
♪ The ball is in your court ♪
♪ For me to save your honor ♪
♪ All the charts and all the savings ♪
♪ Damn the tantrum's escalating ♪
♪ Sure would have penetrated ♪
♪ Now the voice is devastated ♪
(gentle folk music)
(violin solo)
(ominous transition music)
(facetime ringing)
(Izzy sighs)
- Evening, Saffron,
How are you?
- Your stats from last night
were still below target expectations,
Are you sticking to the scripts?
- Yeah,
Yeah I am,
But depending on the circumstance,
sometimes I might need to deviate slightly,
- We really need you to be
dealing with the customers quicker
so you can get through more calls
and increase your performance rate,
- I'll try my best,
- Oh, and we had some young Lothario
asking for your contact details,
Remember, even though you're working from home,
this is the workplace,
Not a place to flirt,
- I haven't been flirting,
- These are Regal Union banking customers,
Not potential hookups,
And you should be using Isabella,
Not Izzy,
I shouldn't need to remind you that we must always
uphold the bank's high standards of professionalism,
- It's just out of habit that I say Izzy,
I'll try my best to remember to,
(call disconnects)
I guess we're done then,
(phone ringing)
You're through to Regal Union Bank customer service,
Izzy speaking,,,
Isabella speaking, how can I help?
- [Nathan] Hi, I've got some
suspicious transactions on my account,
- Okay,
I can take a look at that for you, sir,
Can I please have your full name
and the first line of your address?
- [Nathan] Sure, yeah,
It's Nathan Lindell,
48 Station Road,
- Okay, thank you Mr, Lindell,
And your account number and SOL code?
- [Nathan] Yeah, it's 9477-1155,
And the SOL code is 13-07-01,
(cars driving by)
- Sorry, there's quite a lot of noise on the line,
Could you just repeat the SOL code please?
- [Nathan] 13-07-01,
- Thank you, sir,
Are you driving at the moment?
- [Nathan] No, I'm parked by the side of the road,
- Oh, okay,
No problem,
I'm just getting your information up on the screen,
So this account is a joint account?
- [Nathan] Yeah, that's right,
With my wife,
- Okay, that's fine,
And what were the suspicious transactions?
- [Nathan] There's three of them,
All on the fifth,
- Can you tell me the names
of the individual or the business?
- [Nathan] It's three in a row for 19,69,
- Okay, let me have a look,
I found three transactions on the fifth for that amount,
Were they from Busty Banging Babes Limited?
- [Nathan] Um, yeah,
Those are the ones,
- Are these adult content providers, Mr, Lindell?
- [Nathan] No idea,
I didn't buy them,
I mean somebody must have got access to me card,
Our card, sorry,
- Is it possible that your wife made these purchases?
- [Nathan] No, no, it wasn't her,
- Have you asked her?
- [Nathan] Um, yeah,
- Okay, sir,
I'll need to cancel your cards and get a couple
of replacements sent out to you and your wife,
- [Nathan] Oh really?
Do we have to get new cards then?
- Well yes, if someone's got access to your cards
I'll need to get you sent a new set of numbers,
- [Nathan] Oh,
Okay,
Sure, go ahead,
- Okay,
I'll get that order put in for you now,
And those transactions will be
sent over to our fraud department,
Is there anything else I can help you with?
- [Nathan] Um, yeah,
Also, do you think you could stop
sending us paper statements?
- Yeah, we can do that for you
if you'd like to go paperless,
- [Nathan] Okay, great,
And that's from, like, right away?
- Yes, we'll stop posting statements straight away,
- [Nathan] Perfect,
- I will need confirmation
from both account holders though,
- [Nathan] Why's that?
- It's just because it's a joint account,
Any action needs double confirmation,
Standard policy on this product,
- [Nathan] Uh, right,
- Is your wife with you now to confirm?
- [Nathan] Um, no,
Not right now,
- Okay,
That's fine,
If you just have her give us a call
and we'll get that confirmed for you,
Our lines are open 24 hours a day, seven days a week,
- [Nathan] You know those transactions?
Like, will they get reversed?
- Yes,
I'll put in that request for you now,
- [Nathan] And once they're reimbursed will they,
like, disappear from the transaction history?
- It will still be displayed on your online statements,
It'll appear in both the debit
and the credit columns once processed,
- [Nathan] Oh,
Well I thought they would just go,
- No,
I'm afraid they'll remain in place,
But something I could do if you like, Mr, Lindell,
is alter the description to an abbreviation
so it would appear as BBB Limited?
- [Nathan] Oh, well only if that's no trouble,
- No, no trouble at all,
- [Nathan] I mean does look a bit embarrassing, you know?
If you need to, like, use your bank statement
for proof of address or something,
You'd think they'd be a bit more discreet,
Like, well, for the the people that actually use that stuff,
- I've never really thought about it, sir,
Okay, that's been changed on the system,
Anything else I can help you with?
- [Nathan] No, that's it,
Thank you,
- You're welcome, Mr, Lindell,
Have a good night,
(phone disconnects)
(phone ringing)
You're through to Regal Union Bank customer service,
Izzy speaking, how can I help?
Hello?
Is anyone there?
- [Caleb] Hello, Ms, Robertson,
(ominous music)
- Who's this?
- [Caleb] We spoke last night,
You remember what I told you?
- I'm not sure I-
- [Caleb] I told you I'd find you,
- Our lines are open 24 hours a day,
How many times did you call before you got me?
- [Caleb] A few,
But that's not what I meant,
- No?
So what did you mean?
- [Caleb] I know where you live,
- Is that so?
- [Caleb] I spoke to your boss,
- Regal Union Bank would never give out
personal information about their employees,
It's against company policy,
- [Caleb] True, but I still managed
to track you down on social media,
- Good for you,
Goodnight, Mr, Baxter,
- [Caleb] Love the pink bikini by the way,
Very fetching,
You have excellent taste,
- I'll tell you what,
I know where you live too,
So how about I send it to you
and you can wear it around the house,
- [Caleb] You are feisty,
That'll make it interesting,
- Make what interesting?
- [Caleb] When I smash your head into a pole,
(heart beating)
- You know what, Caleb?
Fuck you,
Is this how you get your thrills, yeah?
Threatening people over the phone?
Well you're nothing but a sad,
pathetic little excuse of a man!
- [Caleb] You don't need to raise your voice,
- Oh you're all talk, Caleb,
You're a joke!
- [Caleb] Please lower your tone
or I'm gonna have to end this call,
- End the call then, you fucking freak!
- [Caleb] Language, Isabella,
This is not gonna go down well
in your customer service feedback survey,
- Are we done?
- [Caleb] You know, I am partial to a pina colada,
But personally I'm more of a Bloody Mary guy,
- Yeah,
That's great,
Please feel free to go fuck yourself,
- [Caleb] Woo!
Again with salty language,
Very unbecoming of a young lady,
- So you stalked my socials,
Congratulations!
That's one hell of an achievement for a stupid
old cunt who can't cancel the right direct debit!
You must feel so proud!
- [Caleb] Which picture do you think
they'll use in the newspaper article
when they discover your dead body?
I hope it's a good one,
- Is this you trying to scare me?
Well you're gonna have to do better than that,
Try using some imagination, Caleb Baxter,
What?
Nothing left to say?
- [Caleb] I bet you think you're so smart
up there in your ivory tower,
- No,
I think nothing like that,
- [Caleb] Looking down your nose,
Wielding that little speck of power
you have over the rest of us,
- You're boring me now,
- [Caleb] But wait,
You're not in a monstrosity
of a call center surrounded by colleagues,
Sealed off by access passes,
Guarded by security, no,
You're at home aren't you, Izzy?
- Wrong,
Again,
- [Caleb] All alone, no fobs to gain entry,
No security, just little old you,
Nothing but flesh and bones and insulins,
- I'm hanging up,
- [Caleb] Huckledrome is an interesting name for a home,
- What did you say?
- [Caleb] Unusual too,
Unique,
You know the best thing about it being unique?
Makes it easy to find,
- Fuck you, Caleb!
You ugly piece of shit!
(phone disconnects)
(phone ringing)
(facetime ringing)
- Yes?
- You said that someone was asking for my details yesterday,
Did you give them out?
- Of course not,
It's against company policy,
- Yeah, but did you give them my last name?
- Excuse me, Isabella,
But I am very busy,
We've got lots of calls coming in
and we're already short staffed,
Please get back online,
- Yeah, but the thing is-
(call disconnects)
(ominous music)
(notification dings)
(sinister laughing)
(phone ringing)
- [Operator] Emergency services,
How can I direct your call?
- Police please,
- [Operator] One moment,
(phone ringing)
- [Dispatcher] Police,
- Hi,
I work for Regal Union Bank customer service
and I'm being harassed and threatened by a customer,
- [Dispatcher] When did this begin?
- Last night,
- [Dispatcher] And is this over the phone?
- Yeah, but,
I'm not in a call center,
I'm working from home,
- [Dispatcher] Okay, Miss,
Can I take your full name and your address please?
- Yeah, it's Isabella Robertson,
I'm staying at Huckledrome House,
Green Lane,
Waltham Brook, West Sussex,
- [Dispatcher] And the number you're calling from,
is this your own personal line or a work phone?
- It's my mobile,
- [Dispatcher] Let me just enter
those details on this system,
Okay, so the individual who's threatening you,
Do you have their name?
- It's Caleb Baxter,
He knows where I'm staying,
He found it on my social media,
- [Dispatcher] And is this someone you've met in person?
- No,
- [Dispatcher] And have they attempted
to access the property?
- I don't think so,
- [Dispatcher] Does your employer record
the phone conversations for training purposes?
- Yeah,
- [Dispatcher] Okay,
If you're able to get a copy you shouldn't have
any trouble putting out a temporary
restraining order against him,
- Temporary?
- [Dispatcher] Well this can last for up to two weeks,
To get permanent injunction against the accused
you'll have to take them to court,
- All right,
- [Dispatcher] Go into your local
police station in the morning,
Once the restraining order is in place,
should he come within 500 feet or attempt
to contact you in any way he can be arrested,
- But how will he know?
- [Dispatcher] The restraining order will be
hand-delivered to him by a police officer,
- Okay,
What am I supposed to do in the meantime?
- [Dispatcher] Can you block the number?
- Yeah, I can,
Well I already did that,
but then he called off of a different number,
I'm working customer service,
I can't just not answer the phone,
- [Dispatcher] On your work system
does it identify the caller before you answer?
- It does if it's the contact number
that we've got for them,
But he's got my email address as well,
- [Dispatcher] You'll have to block them
every time I'm afraid,
It's a nuisance, but usually they give up after a while,
Immediately hang up if they call,
Don't start any interaction with them
or reply to any messages,
Even to tell them to stop,
A response will just encourage them,
(dramatic music)
- Okay,
- [Dispatcher] Also, if you could keep a diary
of every instance that he tried make contact,
this could prove invaluable
should you ever need to go to court,
- Yeah, I can do that,
- [Dispatcher] It's usually just someone
trying to scare their victim,
They rarely show up in person, but as a precaution
make sure all the windows and doors are secured,
If he does show up at the property, call us immediately,
I'll give you an incident number
so the responding officer will have
your case notes straight away without
you having to explain the situation again,
- Okay,
- [Dispatcher] Do you have a pen?
- Um, yeah,
- [Dispatcher] Incident number is,
000-237-237,
- Okay,
- [Dispatcher] If you have any concerns
don't hesitate to call us again,
- All right,
Thank you,
- [Dispatcher] You're welcome,
Try not to worry,
Goodnight, Miss,
- Bye,
(phone disconnects)
(ominous music)
(music intensifies)
(phone ringing)
You're through to Regal Union Bank customer service,
Izzy speaking, how can I help?
Hello?
Is anyone there?
Caleb?
- [Hannah] Can you hear me now?
Can you?
- Sorry, madam,
Who am I speaking with?
- [Hannah] My name is Hannah Grove,
I've lost my bank card,
- Okay,
Can I have your account number
and the first line of your address please?
- [Hannah] I don't know my account number,
I've lost my card!
- That's fine,
- [Hannah] I don't know what to do,
- How about your address?
- [Hannah] Right, yeah, it's Flat 12,
17 Park Avenue,
- I found you on the system,
When did you misplace your card?
- [Hannah] I think I had it in The Golden Goose,
It's a pub on West Street,
- Was that tonight?
(outside banging)
- [Hannah] Yeah, a couple hours ago,
I don't think I had it in a taxi or,,,
Where did I have it?
In the kebab place?
No, I don't think so,
(ominous music)
Hello?
Hello!
Hello?
Miss!
- Sorry, madam,
I'll get your card blocked and a new one sent out to you,
- [Hannah] Great, cheers for that,
- Is there anything else I can help you with?
- [Hannah] Could you please tell me the balance?
Hello?
Are you still there?
I cannae hear you,
- Yes, I'm here,
I'll check that for you now,
Okay,
(outside banging)
I'm just gonna put you on hold for a minute,
(computer beeps)
(ominous music)
What were you saying?
- [Hannah] Why'd you put me on hold?
I only wanted to know how much money I have left,
- I'm sorry, madam,
Let me check that for you now,
- [Hannah] Oh forget it,
(phone disconnects)
(outside clanging)
(ominous music)
(phone ringing)
- Hello?
- [Rawlins] Hi, is that Isabella Robertson?
- Speaking,
- [Rawlins] Ah, well my name is Detective Sergeant Rawlins,
I was passed your incident notes regarding
the nuisance caller and did a background check,
- Okay,
- [Rawlins] Isabella, I thought you should know,
There's a live warrant for Caleb Baxter's arrest,
- What for?
- [Rawlins] When Mr, Baxter failed to show up
to his parole officer this morning,
we sent police to his current residence,
The officers found Caleb's landlord,
who also resides at the address, unconscious,
Almost certainly the victim
of an assault with a blunt instrument,
- Are they all right?
- [Rawlins] Well the landlord is in a critical condition,
Now Isabella, is anyone at home with you?
- No, I'm by myself,
- [Rawlins] Ah, well you have any friends
or relatives nearby you can stay with?
- No, I don't know the area,
I'm just house sitting for my uncle,
- [Rawlins] When is he back?
- Not until next week,
- [Rawlins] Okay,
As a precaution I'm gonna send
an officer out to you right now,
There was a major traffic accident in your vicinity
on the dual carriageway that most
of our emergency crews are attending, but we should
be able to get someone to you within the hour,
- How dangerous is he?
- [Rawlins] He has a history of violence,
but we'll do everything we can to keep you safe,
- What am I supposed to do in the meantime?
- [Rawlins] Make sure the property is secured,
Stay awake,
And try to keep occupied,
The officer will be with you as soon as possible,
- What was he in prison for?
- [Rawlins] Well it was GBH,
He was released five months ago,
Good behavior,
And was believed to no longer pose any threat
to the community until earlier today,
- Okay,
I'll be waiting,
- [Rawlins] Well if you hear or see anything
suspicious please call us straight away,
- Okay,
Thanks,
- [Rawlins] Take care, Isabella,
(phone disconnects)
(phone ringing)
(phone disconnects)
(ominous music)
- "Incarcerated for a minimum of 15 years,"
(dramatic music)
(phone ringing)
Come on, come on,
Pick up,
- [Jake] Hello?
- Hello?
Jake,
It's Izzy,
- [Jake] Yeah, I can read the screen,
Get on with it then,
Do you know what time is?
- Sorry, I didn't mean to wake you,
It's just-
- [Jake] What is this, a booty call?
- No,
It's not that,
I'm in trouble,
- [Jake] So you dump me the week before my birthday,
accuse me of cheating without hearing my side of the story,
I don't hear a word from you for three months,
and now suddenly you're calling me up
in the middle of the night?
What, you feeling sorry for yourself?
- No,
No, it's not like that,
If you'll just listen for a minute,
I'm trying to explain to you-
- [Jake] Go find yourself another sucker,
(phone disconnects)
- Hello?
Jake!
Damn it,
(car rolling in)
(ominous music)
(phone ringing)
- [Operator] Emergency services,
How can I direct your call?
- Police please,
- [Operator] One moment,
(phone ringing)
- [Dispatcher] Police,
- Hi, I've got an incident number,
It's 000-237-237,
- [Dispatcher] Is that Isabella Robertson?
- Yes,
Speaking,
- [Dispatcher] Okay, how can I help?
- There's a car parked across the street
from me and it's just sitting there,
- [Dispatcher] Can you read the license plate for me?
- I'm not sure, it's quite dark,
Hold on a second,
I think it's G-F-1-4,
N-M-G?
- [Dispatcher] Thank you, Ms, Robertson,
Has anyone got out of the car?
- No,
Not yet,
- [Dispatcher] A police officer has already
been dispatched and is on their way to you,
They should be there within 45 minutes,
- Yeah, but there's a car outside right now,
- [Dispatcher] I understand, Miss,
If anyone gets out and approaches do not engage,
Police are on their way,
- All right,
Thanks,
(phone disconnects)
(ominous music)
Fuck this,
(music intensifies)
Come on then, you motherfucker!
- Jesus Christ!
- Donny!
You said we'd be alone out here!
- Why can't you go anywhere these days
without being bloody arrest?
(car revving)
- I'm sorry!
I thought you were,,,
(ominous music)
(loud explosion)
- [Announcer] Pedal to the Metal!
Exercise that rocks!
- Okay guys!
Keep pushing!
Oh, a few more of you joining the session now,
If this is your first time, welcome,
My name is Thea,
Thank you for choosing Pedal to Metal,
Ah, I see I got a few more regulars with me tonight,
(giggles)
Remember, the output number on your screen
is a combination of your cadence and resistance,
That's your power,
That's gonna push you right up that leaderboard,
All right?
Let's start to pick it up into the mid-60s,
(rock music)
Now whether you new, or whether you're
one of my regulars, always remember your form,
It's the most important thing,
All right, so make sure your head's up,
shoulders down away from your ears,
core engaged with a light grip on your handlebar,
You don't need to over-grip,
Feet flat, pushing down,
Knees are going straight ahead,
Woohoo!
Okay, let's really push now,
It's the mid-70s on your RPM,
Keep pushing!
Into the mid-80s,
That's it,
Keep going!
Don't give up,
Halfway through the push now,
Keep going,
You got 10 more seconds,
You're doing great!
Okay,
You're feeling that burn, yeah?
Okay,
Three,
Two,
One,
And start to slow it back down into the mid-70s,
Nice work, guys!
Don't forget that fall,
Okay,
You ready to pick it up again?
Okay,
Now we're gonna get up into our jogging position,
So ready guys,
In three, two, one, off the saddle!
Up!
Don't forget that fall,
Head up,
Shoulders down,
Hips should be right over your pedals,
You're making a line straight down your body,
Core engaged,
Very light on your handlebars,
No leaning in,
Keep it up!
Okay,
10 more seconds,
Keep going!
Guys, you're doing great,
Three, two, one,
And have a seat,
Nice work, guys,
You're killing it tonight!
Most of the world's asleep right now,
But you forget about them,
We are working hard,
I'm proud of you, guys and girls,
Okay,
One last sprint to finish off,
Give me 10 seconds,
So 10,
Nine,
Keep pushing!
Push hard!
Push, push, push!
Three, two, one,
And start to slow back down,
Great work, guys,
Let's have a round of applause,
Now don't forget to cool down,
(ominous music)
(music intensifies)
(phone ringing)
(loud clanging)
(suspense music)
(Izzy coughs)
(shrieking)
(sobbing)
(choking)
(police siren wailing)
(officer knocks)
- Ms, Robertson!
This is the police!
Don't be afraid!
I'm here to protect you, Isabella!
You can open up!
- Not a fucking word,
- Hello!
Police!
Please come to the door!
(Izzy shrieks)
Ms, Robertson I'm coming through!
(glass shatters)
Freeze!
Nobody move!
Stop!
(Izzy sobs loudly)
(ominous music)
(phone ringing)
(Caleb groans)
(choking)
- Just fucking die!
(heavy, panicked breathing)
(coughing)
(birds chirping)
(facetime ringing)
- [Saffron] Did your internet drop out?
Your productivity was very low last night, Isabella,
As per company policy, the technical fault
was the bank's and will cover your hours,
but otherwise you'll have to make up the time,
You really need to up your numbers
and work on your customer obsession,
Your feedback rating over the last
few nights has been appalling,
Almost non-existent,
Listen, I've had three agents call in sick,
Can you work a double now and make up the time?
Hello?
Are you there?
- Yeah,
I'm here,
- [Saffron] Okay, get logged in,
We've got calls waiting,
The queue is slammed this morning,
(call disconnects)
♪ I woke up so late ♪
♪ Morning's a killer ♪
♪ I can't stay awake ♪
♪ The day is a filler ♪
♪ I wait and I wait ♪
♪ Languished in liquor ♪
♪ And sometimes I'll crave ♪
♪ Little white slivers ♪
(phone ringing)
♪ These deafening dreams ♪
♪ Getting much clearer ♪
♪ I fall to my knees ♪
- You're through to Regal Union Bank customer service,
Izzy speaking, how can I help?
♪ I'm just curious ♪
♪ We had it all unsung ♪
♪ Then a shard went numb ♪
♪ I watched the one I love ♪
♪ Changing in front of me ♪
♪ And we're so different now ♪
♪ What you're talking about ♪
♪ Such a waste of time ♪
♪ Do I deserve this ♪
♪ Do I ♪
♪ Well you make yourself sick ♪
♪ Trying to please me ♪
♪ I said I was fine ♪
♪ But you didn't believe me ♪
♪ So you drew a line ♪
♪ Above and beneath me ♪
♪ But I wanted love ♪
♪ Not security ♪
♪ Life is a strange ♪
♪ Lesson in sentiments ♪
♪ First you take ♪
♪ And then you subtract ♪
♪ And when nothing remains ♪
♪ You're left with the fact ♪
♪ That forever is fake ♪
♪ I guess you taught me that ♪
♪ We had it all unsung ♪
♪ Then a shard went numb ♪
♪ I watched the one I love ♪
♪ Changing in front of me ♪
♪ And we're so different now ♪
♪ What you're talking about ♪
♪ I don't know what to do ♪
♪ I don't deserve this, do you ♪
♪ We had it all unsung ♪
♪ Then a shard went numb ♪
♪ I watched the one I love ♪
♪ Changing, changing ♪
♪ And we're so different now ♪
♪ What you're talking about ♪
♪ I can barely breathe ♪
♪ We don't deserve this, do we ♪
♪ Will you miss me now ♪
♪ When the pain fades ♪
♪ And you start again ♪