Impersonal Statements with "They"
In English, we often say "they say," "they are calling," or "they charge" without referring to a specific group of people. You might use this when talking about a bank or a customer support team where the exact person doesn't matter.
In Spanish, you express this by using the third-person plural form of the verb without a subject pronoun. Because the subject is unknown or irrelevant, leave out words like ellos or ellas.
| They are calling from the switchboard to confirm my appointment. | Llaman de la centralita para confirmar mi cita. |
| They tell me that the operator is busy. | Me dicen que el operador está ocupado. |
| They charge me a fee for using the card. | Me cobran una comisión por usar la tarjeta. |
Common Customer Support Actions
This pattern is extremely common when dealing with switchboards, extensions, and automated systems. Notice how verbs like procesar (to process) and transferir (to transfer) are used in the third-person plural to talk about what "they" do at the company.
| They tell me they are processing the refund today. | Me dicen que procesan el reembolso hoy. |
| They always transfer you to another department. | Siempre te transfieren a otro departamento. |
| They do not process that type of claim here. | Aquí no procesan ese tipo de reclamación. |
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