Category: Money

Not Much Assurance About The Insurance, Part 6

| Norfolk, England, UK | At The Checkout, Crazy Requests, Money

(I am working for an insurance company when I get a customer who has fallen behind on his payments. His policy is about to lapse because it has been almost 14 days since his payment was due. He tells me he doesn’t want to pay any more, but still wants to keep his policy and asks if there is anything I can do – some discount or special arrangement we can make.)

Me: “I can place a hold on the account for a week if that helps. It’ll give you more time to get some money together to pay. But that’s all I can do. I should warn you, though, that until you catch up your payments, you are not covered. Should you need to make a claim you will have to clear the outstanding balance first.”

Customer: “Well, that’s not good enough. Look, it’s just insurance. Just let me have it.”

Me: “I’m afraid I can’t do that. If you do not pay it within a week’s time, your policy will lapse. In other words it will cancel itself—”

Customer: “I don’t want to cancel my policy! I want it but I can’t afford to pay you, so you should let me off.”

Me: “If you want to continue your policy, you must pay the balance you owe. As I said, I am happy to hold your account for a week, but that is the longest I can hold it because it has been almost 14 days since your last payment was due. You need to pay by [Date]. After that, your policy will cancel automatically. If your policy lapses you will not be covered at all and will have to take out a new policy in order to be covered again. Also, if you allow your policy to lapse, you will not be able to open another policy with us unless you pay it annually – meaning you will not be able to spread your payments over the year like with your current policy.”

Customer: “No, no, no. You are not listening to me. I want to be covered; I need my insurance. I just can’t afford to give any more money. Is there some discount I can get?”

Me: “You were given a 15% discount when you signed up. You cannot get any more mid-policy. You must get your payments up to date.”

Customer: “This is terrible customer service. If you want me as a customer, you should let me keep the insurance and write off the rest of the balance.”

Me: “I cannot do that. Your only options are to pay what you owe by [Date], or let the policy lapse and go uninsured.”

Customer: “This is disgusting. The full policy is only £50. I’m a loyal customer! You can let me off the rest. You’re just money grubbing b******s. All you care about is your profits. You don’t care about your customers at all!”

Me: “If you opened a shop, would give away all your goods to anyone who asked?”

Customer: “Of course. It would get the word out about the business and win me lots of customers.”

Me: “How long do you think you’d stay in business if nobody paid for anything?”

Customer: “Well, that’s different. Insurance doesn’t cost you anything.”

Me: “Of course it does. The company has to pay staff like me, and for premises like the one I am working in, and the phone lines you are calling. And most importantly, the whole point of insurance is that if something goes wrong, the insurer will give you money to fix it. Where do you think that money comes from?”

Customer: “Well, just letting me have a free policy won’t hurt. It’s only £50. Besides, I’ve already paid something. You should let me have the rest for free.”

Me: “If we let every customer do that, we wouldn’t make any money.”

Customer: “I’m not asking you to let every customer have it for free! I’m just asking for me! It’s not f****** hard.”

Me: “I’m sorry, sir. I can’t give you your policy for free. You have a week to get the money together, otherwise your policy will lapse and you won’t be covered.”

Customer: “You’re the worst customer service person I have ever dealt with. You should be ashamed of yourself. If I had a business, I’d never hire you. You’ve lost yourself a customer. Give me your name right now!”

Me: “Certainly, sir. It’s [My Name], extension [extension number]; my manager is [Manager]. Is there anything else I can help you with today?”

Customer: “Yeah. Go and learn proper customer service and some d*** manners.” *hangs up*

(I put a one-week hold on the account anyway just in case he wanted to call and pay, but added a note detailing our conversation. The customer sent a complaint letter saying I was rude and that our customer service was bad and that we didn’t care about our customers. He then called up a month after the policy expired to pay his balance. As I warned, his policy had lapsed and it could not be re-opened. He shouted at my colleague when they couldn’t re-open his policy, and got angry when he was told the only way he could be insured by us was to open a new policy, and that he would have to pay annually, just as I told him a month ago. He accused my colleague of trying to extort him and said he would go elsewhere. Then he hung up. He sent another complaint letter, saying it was all my fault, that I never told him his policy would lapse, that I promised to hold the account for a month, and that I told him he could pay what he wanted when he wanted. The complaint was not upheld because the recorded call proved I told him several times how long he had to pay, what would happen if he didn’t pay, and also that I had most certainly not told him he could pay what he wanted when he wanted.)

Related:
Not Much Assurance About The Insurance, Part 5
Not Much Assurance About The Insurance, Part 4
Not Much Assurance About The Insurance, Part 3

A Cents-less Argument

| Australia | At The Checkout, Crazy Requests, Money

(I used to work in a supermarket in Australia. Over here the lowest form of physical currency is a 5c piece. So if someone pays in cash, everything rounds up or down to the nearest 5c. In this story I had only been working at the place for a few months and a lady walked over to the register with just a few baby chilies.)

Me: “All right, your total comes to 17c.” *which rounds down to 15*

Customer: “That price is wrong.”

Me: “I’m sorry?”

Customer: “That’s not the right price per kilogram.”

(We check the price in the produce department and find she had been looking at the price for regular red chilies, which are cheaper than the hot baby chilies. By now one of my co-workers is with me helping me with the price check)

Coworker: “Okay, the cheaper price is for large chilies. This is the price for the baby chilies.”

Customer: “No, it said [price].”

Me: “No, you’ve read the wrong price. That’s for the large chilies.”

(My supervisor has noticed the commotion and comes over asking what’s going on. My coworker and I explain:)

Supervisor: “It’s too late to be dealing with this; I’ll just give it to her for that price.”

(Enters in a correction and walks away.)

Me: “Okay, so now your total is 13c.”

(I’m pretty confused at this point wondering why she went to so much trouble when if she’s paying cash, it would’ve come to 15c regardless seeing as thirteen rounds up to 15.)

Customer: “Well, since YOU were wrong, aren’t I supposed to get it for free?”

Me: “Okay, for starters; we’re not wrong. You were wrong and we’re just letting it go this time. So the scanning policy doesn’t apply.”

Coworker: “[Supervisor] is right; this isn’t worth the trouble. Just take the chilies!”

(Customer leaves.)

Me: “All that trouble for fifteen flipping cents.”

Playing The Claim Blame Game

| OK, USA | Criminal & Illegal, Money, Transportation

(I work for an independent insurance agent. I have one customer that for years has “forgotten” to add her son as a driver to her policy. He then proceeds to have several claims without being listed. This family cost the company $17,000 in claims, most of it happening when he was driving. He comes in one day for help with yet another accident; this one isn’t legally his fault. I’m fairly certain that he contributed to it, but legally, it’s not his fault.)

Me: “I’m glad you’re here! I need your driver’s license number. The company is asking for us to add you to your mom’s policy.”

Son: “Okay.”

(He has a blank look, and hands me his driver’s license. I help him file the claim. He’s fairly certain it’s a total loss. I call his mother.)

Me: “Hi, [Customer], I saw [Son] today and I helped him file a claim on someone’s policy. The company wants us to add your son or exclude him because he obviously owns and drives the pickup on the policy. Let me see what that’s going to cost.”

Customer: “Now, wait a minute; that’s going to cost too much! I can’t pay it.”

Me: *expecting this* “Well, they’re going to non-renew you if you don’t.”

Customer: “Can’t you just move me to another company?”

Me: “Only if we add or exclude [Son]. I know he drives your car and I know he owns the pickup. If I lie on your application it’s a violation of our contract with the carrier and you lying on your application voids your contract and means they don’t have to pay claims.”

Customer: “Well, that’s just ridiculous! How am I supposed to afford these things?”

Me: “Maybe you and [Son] should find him a pickup he can pay cash for and only carry liability?”

Customer: “He works very hard; he deserves a nice vehicle!”

Me: “That’s true, but if you can’t afford the insurance on a vehicle it’s a good idea to not have to work to support a car. Especially at that age. It’s just too hard.”

(He’s 22 with a toddler and a fiancé. He’s no baby.)

Customer: “Are you saying he doesn’t deserve it?”

Me: “No, ma’am. I’m saying when I was that age and my insurance cost my parents a lot because I got into two little wrecks they made sure I only needed liability so our family could afford it. I was working through college. Insurance was the only thing I’d let them pay and I was living on my own. It was just more practical.”

Customer: “Well, I know other families who don’t list their kids on their insurance.”

Me: “It’s not right when they do it either. They get caught and have to do the same thing.”

Customer: “Well, I’ll just find another insurance.”

Me: “You do whatever you have to do. I’m going to have to write his new vehicle on his own policy with his real address and his girlfriend listed on it if we write him. I can’t do it any other way. If you don’t want to pay for him on yours you’ll have to exclude him.”

(Unfortunately, she did not find another insurance company.)

Photo Perfect Representation Of A Cheapskate

| AL, USA | Crazy Requests, Extra Stupid, Money

(I am a manager. I am called up to the front to perform a return on a passport photo without a receipt.)

Me: “Hi, so you need to return this passport photo?”

Customer: “Yes, the visa office said it wouldn’t work.”

Me: “I’m so sorry about that. I’ll get this taken care of. Now, without a receipt, I can only offer you store credit unless you have the card you purchased it with.”

Customer: “Oh, no, I don’t want store credit. I’d like cash. I paid with cash.”

Me: “Yes, I understand, but without a receipt, the only options I can provide you with are an exchange or store credit.”

Customer: “Just a moment. I know I kept that receipt.”

(The customer begins digging through purse. My cashier shoots me a look that lets me know that she had previously done this and no receipt was found. Two minutes pass.)

Customer: “Oh, here it is!” *hands me a receipt from our competitor*

Me: “No, ma’am, this is from [Competitor] and for breath mints.”

Customer: “Oh. I guess I’ll take store credit.”

(I run the transaction through and the customer leaves. Per policy, I shred the returned photos and throw the pieces away I think I am done for the day. Twenty minutes later…)

Customer: “EXCUSE ME, MISS!” *interrupting me helping another customer*

Me: “Yes, ma’am. I’ll be with you in one moment.” *goes back to ringing up customer*

Customer: “Well, I’ll be real quick. I need my photos back.”

Me: “Just one moment, ma’am, and I’ll help you.” *finishes with customer* “Ma’am, what photos are you referring to?

Customer: “That passport photo I just returned. I want it back.”

Me: “Ma’am, after I returned them, I shredded them for your protection. I could reprint them or retake a passport photo and ring you up, though.”

Customer: “No, I don’t want to pay for it. Since the picture had my face, I wanted to keep it and get my refund. Why did you shred it?”

Me: *confused* “So you wanted your money back and to keep the picture?”

Customer: “Yes.”

Me: “Ma’am, if you brought back a defective blood pressure monitor and returned it, I would keep the blood pressure monitor. I would not let you have the monitor and your money back.”

Customer: “But I wanted everything for free. I saw it on TLC and thought for sure it would work. I heard young women managers are usually nice about this thing.”

(I can only assume she meant ‘Extreme Couponing’ or ‘Extreme Cheapskates.’ She left after trying to convince my cashier to dig through the garbage and tape all the pieces together. Some people make me wonder about humanity.)

You’re Not Getting Change Until You Change

| Philadelphia, PA, USA | At The Checkout, Bizarre, Food & Drink, Money

(I am in line with my friend and have ordered myself a latte. The cashier turns to relay the order to the barista when a man arrives, tosses two dollars on the counter, grabs a small coffee cup, and heads over where the black coffee dispensers are without saying a word. The cashier turns back around and sees the money on the counter.)

Cashier: “Oh, honey, it’ll be more than $2.”

Me: “Actually, that’s not mine. That man over there just threw that down. I think he’s paying for a coffee?”

(We turn and watch as the man exits, still silent.)

Cashier: “…okayyy. Guess someone’s not getting their change today.”

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