(An older lady calls in to see if we will waive the late fee on her credit card. I see several previous refunds and decide not to refund unless it’s a bank error.)
Old lady: “I’m afraid I forgot to send the payment. I just lost my husband, and it’s been such a stressful month for me.”
(I start to feel sorry for her and think maybe I can cut her a break. Then, I read the notes on the account more closely…)
Me: “Ma’am, what was your husband’s name?”
Old lady, sadly: “It was Leonard.”
Me: “Ma’am, I see that you faxed us Leonard’s death certificate two years ago, so you could remove his name from the account.”
Old lady, now indignant: “Well, it doesn’t get any easier!