People Who Should Not Drive, Or Be Loaned Money

, , , , | Right | March 14, 2020

(I work at the customer service phone center of a credit union.)

Customer: “Hi, I was just wondering who my car carrier was?”

Me: “…?”

Customer: “My car carrier. For insurance?”

Me: “Do you mean you want to know your insurance carrier’s name?”

Customer: “Yes.”

Me: “You don’t know who holds your car insurance?”

Customer: “No. I’m moving and all my files are boxed up. I thought it was [Company], but they said it wasn’t.”

Me: “I’m sorry, I don’t mean to be dense, but why would we know this?”

Customer: “Well, you asked for that information when you loaned me the money to buy the car.”

Me: “Okay, well, I’ll try to find that out. Please hold.”

(I call the IT department, on the basis that since they store information, they might know where it is.)

IT Department: “Help Desk.”

Me: “Yes, I need help to find a member’s auto insurance carrier.”

IT Department: “Why?”

Me: “She doesn’t know what it is.”

IT Department:What?!

Me: “Yes, I know, but she said we required this information when we loaned her the money. Do we have it?”

IT Department: “Let me connect you to Loan Servicing.”

(I hold.)

Loan Servicing: “Loan Servicing.”

Me: “Yes, I need help to find out what a member’s car insurance carrier is.”

Loan Servicing: “Why do we need to know that?”

Me: “We don’t; she does.”

Loan Servicing:What?!

Me: “Yes, I know.”

Loan Servicing: “Well, let me see here… No, we don’t have it. Tell her it’s not something we keep on file.”

Me: “Right.”

(And, alas, I was able to tell her nothing else.)

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