SPARTANBURG COUNTY, S.C. (WSPA) - An internal investigation is underway in Spartanburg County after a telecommunicator reportedly refused to assist a 911 caller. Spartanburg 911 announced Friday that officials were made aware of a video circulating on social media regarding a 911 call with one of their operators. "We take these matters very seriously and are thoroughly reviewing the situation to understand what happened and how it was handled," officials said. "We want to express our sincerest apologies to the caller involved. We are deeply concerned about the safety and well-being of this individual, just as we are with all County residents who should trust they can call us when they need help." 7NEWS has contacted the 911 caller who posted footage from her doorbell camera on social media regarding the incident but has not received a response from the individual at this time. According to Spartanburg 911, officials stated during the call that the telecommunicator dispatched an officer to the scene. However, law enforcement reported that they were unable to locate anyone at the location. Spartanburg County said an investigation has been initiated due to no follow-up response when the caller provided additional information to the telecommunicator. "Refusing service or assistance in situations like this is not in alignment with our policies or our core values, and this matter will be directly addressed with the telecommunicator involved," officials said. "We also recognize that the interaction between our telecommunicator and the caller did not meet the standards of professionalism and compassion we strive to uphold." Officials said they plan to address the incident with the telecommunicator and will provide additional training to the staff to ensure similar incidents are handled appropriately in the future. "We deeply regret the distress caused to the caller in this case and the concern this has raised within our community," officials said. Please know that we do not take this matter lightly and are implementing measures to prevent similar occurrences moving forward." The incident remains under investigation according to officials.