Any time a customer reports threatening or harassing phone calls our first response should be: “Please immediately contact your local law enforcement authorities and report this situation.”
Our second and immediate response should be a report to the underlying carrier originating the phone call. In this case the ULC is Level 3.
A ticket should be opened with the ULC describing the customer complaint. The ticket should request the ULC block the inbound calling number. The ticket should describe, in the customer’s words, the nature of the block request. In this case the description is: “…constant calling and being vulgar….”
The ticket should note the ULC ticket number and the ULC response.