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Their Services Days Are Numbered, Part 2

| Tucson, AZ, USA | Crazy Requests, Extra Stupid

(I work at a well known auto insurance company helping customers update their policies over the phone. We get a lot of customers that let their policy cancel and call in to restart it, usually at a higher price.)

Customer: “Yeah, I want to know why my policy cancelled and you didn’t notify me.”

Me: “I’m sorry, sir, let me take a look. It looks like we mailed out a notice on [date] that it would cancel on [future date].”

Customer: “Well, I didn’t get it. You didn’t notify me.”

Me: “We did our best to notify you, sir.”

Customer: “Did you try to call me?”

Me: “We have [phone number]. Is that right?”

Customer: “No!” *getting noticeably angrier* “I have a new number, it is—”

Me: “Just to make sure everything else is up to date; we also have your address as [address].”

Customer: “No! You don’t have my new address? How come you don’t have my new address?!”

Me: “I apologize, sir; it is up to you to notify us of any change. Otherwise we don’t know.”

Customer: “Well, I don’t feel like I should be penalized since you guys didn’t have my correct address.”

(After multiple attempts to logically explain that we do not have any way of knowing you moved unless you tell us or update it online — we have one of the top rated user friendly insurance sites, which, by the way, you can also make payment on — I gave up and let him continue to rant for several more minutes as I restarted his policy.)

Related:
Their Services Days Are Numbered

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2001: A Honda Odyssey

, | Ottawa, ON, Canada | Time, Transportation

(I work in an inbound call center, handling customers who want quotes for new policies.)

Me: “All right, ma’am, what’s the year of that first vehicle?”

Woman: “Oh? It’s a 20… 20… Let me check.”

Me: “Take your time.”

Woman: “It’s a 2020! Yes, a 2020.”

Me: “I don’t think that’s possible, ma’am. Could it be 2002?”

Woman: “No! It’s a 2020!”

Me: “I’m sorry, but those haven’t been invented yet. We’re still a few years off.”

Woman: “It’s a 20… Oh. 2001.”

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Not Much Assurance About The Insurance, Part 2

| Australia | Crazy Requests, Money

(A customer calls up because they have been on holiday for three months and a monthly payment had been missed and their policy cancelled.)

Me: “Hello, [Company]; this is [My Name]. Can I ask who I’m speaking with?”

Customer:  “Yes, hi, my name is [Customer]. I’m just calling because I received a letter saying you had cancelled my policy.” *member provides details*

Me: “Okay, it looks like we didn’t receive the last payment and sent you a letter requesting you contact us. You didn’t so we cancelled the policy.”

Customer: “I was on holiday; can you reinstate it?”

Me: “I’m sorry; we can’t reinstate it. I can start a new policy from now if you like.

Customer: “No. I want it reinstated. The post office held my mail while I was away and there’s no letter from you in there, and you should have taken the money. There was enough in there.”

Me: “Unfortunately, we did send a letter. I’m not sure why the post office didn’t have it but it was sent from our office. I’m looking at your details now and the credit card we take the payments from has expired so the bank refused the payment.”

Customer: “Well, why didn’t you update the card information?”

Me: “I’m sorry, ma’am, but you need to call us and tell us when your card information changes. We can’t do it without you letting us know.”

Customer: “This is ridiculous; reinstate my policy!”

Me: “I’m sorry but the system won’t allow me to do that. I can start a new one.”

Customer: “I want a manager.”

(I grab one of our managers and stand next to him as he takes the call. He says exactly what I said and offers to honor the old price if the new policy doesn’t match. He puts me back on the phone to take out the policy.)

Me: “Okay, so my manager has told me you’re going to start a new policy and he will match the previous price.”

Customer: “No, he said he would better the price.”

Me: “I’m sorry, but he has told me match. Sorry if there was a misunderstanding.”

Customer: “ARE YOU CALLING ME A LIAR?! HE SAID HE WOULD BETTER THE PRICE. YOU JUST DISAGREE WITH EVERYTHING I SAY.”

Me: “Ma’am, I was beside him the whole time he was on the phone.”

Customer: “…I don’t want to speak to you anymore. Put me through to someone else…”

Related:
Not Much Assurance About The Insurance

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