​​STOP And Think About This For A Moment

I work as a licensed insurance agent for an agency that exclusively represents one of the largest insurance companies in the country. One day, I received a call from a client who needed to submit a claim on his automobile insurance. I got him successfully transferred to the claims department to get this done. Ten minutes later, my phone rings again.

Me: “Thanks for calling [Agency] of [Company]. My name is [My Name]; how can I help you?”

Customer: “Hi, [My Name], this is [Customer]. You helped me get my claim submitted earlier?”

Me: “Yes, [Customer], what can I do for you now?”

Customer: “The claims department from [Company] sent me a text with my claim number in it. At the end of the text, it says to reply with the word ‘STOP’ if I don’t want to continue to receive texts. What is this?”

Me: “That just means that if you want to keep receiving texts about your claim, then don’t do anything. But if you don’t want to be bothered with the texts, then reply with the word ‘STOP.’”

Customer: “Okay, but am I continuing to receive this text now? I don’t want that.”

Me: “I’m not sure I understand, sir.”

Customer: “Is this text continuing to come to me if I don’t send the word ‘STOP’? I don’t want to use that much data. I don’t want to be charged for that.”

Me: *Head on desk* “No, no, sir. That isn’t happening. That text has ended.”