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A collection of stories curated from different subreddits, adapted for NAR.

Can You Deny Someone Coverage For Being A B****?

, , , , | Right | CREDIT: mentalgopher | August 8, 2021

I work in an insurance call center handling complex technical calls and taking escalated calls. Most of my calls are ho-hum technical calls. I handle escalations about billing and underwriting, which are usually a variation of “How dare you tell me that you won’t insure me for free?!” I work swing shift, so I handle more than just the Garden Variety Crazy or Demanding Entitled Brat; I handle the ones who are willing to call an insurance company at 2:00 am to yell at someone.

I get a call from a member of our online team. He’s had to escalate a chat up to me because the customer will not accept the answer he’s been giving for the last half-hour. In writing, no less. She has also made some changes to the policy while online with my rep, including deleting a driver.

When an online rep escalates to yours truly, it entails the online rep calling out to the customer first. This particular online rep is a perfectly lovely individual with a distinctive accent. Apparently, the accent got under the customer’s skin to the point where she used racial epithets on him repeatedly.

I introduce myself.

Customer: “I want to know where you are physically located, exactly.

Her emphasis on the word “exactly” is so snotty and condescending that I am tempted to provide her with the latitudinal and longitudinal coordinates just to mess with her head. But she’s not worth the time, so I give her only my state.

Customer: “You are withdrawing $300 a month from my checking account. I only agreed to $70 a month! You are committing fraud and I want $1,200 back. I worked as a court reporter and I know all about how the law works.”

I note that her current policy term has been active for a little over four months. We sent out a renewal offer back in the middle of July. The policy renewed in late August. The renewal offer included a payment schedule for $300 a month, starting with the renewal date. Along with a billing schedule is a summary of what changes have been applied, including changes to her child’s rating status. She has enrolled in online documents for everything, so I refer her to her emails.

Customer: “Oh, I got the emails, but they weren’t urgent enough for me to read. You guys need to tell me when something’s urgent so I’ll pay attention to it. And I didn’t give you c**ksuckers permission to change my kid’s status, so you did something that you weren’t supposed to do.”

Me: “We’re only obligated to send out the renewal offer to the address you’ve provided. Verification of your reading of those notices is not incumbent upon us per the Department of Insurance. And by making your initial down payment with us back on [date], you agreed to terms and conditions we’ve outlined in our policy contract. We’re merely enforcing the contract terms upon which you’ve agreed.”

Customer: “Well, that’s unethical, and we’re in the middle of a health crisis. I told your [racial slur] salesperson not to put [Child] on my policy because I can’t afford the insurance for him. Your salesman forced me to add [Child] because he lives in my household and drives my vehicle now that he has a driver’s license.”

I note that her child was just deleted from her policy.

Me: “I’m sorry you feel that adherence to a contract is unethical. Also, I will ask you to keep this call professional, or we will discontinue this conversation. Now, does [Child] still operate your vehicle or live in your household?”

Customer: “Yes, but I don’t want him on my policy because I don’t want to pay $300 a month for insurance. I should only be paying $70 per month. And are you going to be giving me $1,200 back or what?!

Me: “[Child] needs to be added back onto your policy as a rated driver, then. Should you choose not to have me add him onto your policy, I will be referring this policy to our underwriting department, who will add him on for you. Furthermore, as you’ve admitted on a recorded line that you received the email, we will not be accommodating any request to refund you that money, as there was no error made.”

The customer then calls me a c*** and tells me I’m horrible at my job. I tell her I’m sorry she feels that way, but she has a choice to make. She hangs up on me after calling me a “F****** STUPID B****” at the top of her lungs.

Right as I’m documenting how unhinged the customer is and submitting an underwriting review, my boss messages me. It’s a string of three emojis: big eyes, whew, big eyes again.

Boss: “Are you okay? That was rough.”

Me: “I’ve been called worse by better, but can this call get me something like hazard pay?”

Boss: “Well, funny you should mention that, because I’m messaging you to go over raise information. Call me on our conference line.”

My boss had put me in for the max percentage bump this year. He was doing silent monitoring because he was completing the annual reviews for said raise. His words: “You’ve definitely earned it.”

The job can be tedious, but it’s that much better when you have a boss who recognizes how hard you work and that you’re good at your job.

Ears Full Of Cotton And A Skull Made Of Stone

, , , , , | Right | CREDIT: nolawsdrinkclaws | August 7, 2021

I was in a popular department store today where the employees wear red shirts and khaki pants. I had just gotten off work, so I was in my grey scrubs and a black jacket because it was cold outside. I think I should add that I had my purse on my shoulder, too. Clearly, no one with functioning eyes would assume I worked there. You’d be wrong.

I’m at the checkouts, standing in between the two rows of checkout lanes where the magazines typically are, looking for my mother who I am shopping with. I make eye contact with this lady walking down the aisle.

Lady: “Which lane are you on?”

Me: “I believe she’s open at register two.” *Points*

The lady comes up next to me and starts loading her groceries on the belt at the register nearest to where I’m standing, which is unoccupied, so I repeat:

Me: “I think she’s open over there on register two.”

She slams down her items in the cart.

Lady: “You’re not going to check me out?!”

Me: “Ma’am, I don’t work here.”

Lady: “Well, why would you be standing at a checkout lane if you weren’t running a cash register?!”

I wasn’t even standing at a cash register. I just kind of look at her and think, “What the actual f***, lady?” She fumes for a minute.

Lady: “So, am I supposed to get these groceries back in my cart by myself?!”

Me: “It’s not my responsibility to help you, I’m sorry. I’m waiting on someone.”

And I walked off to look for my mom. When we returned to the checkout to pay for our items, the lady was there, holding up the line, giving the cashier grief about how the employees “just let anyone run a register these days” and how they “need a manager who keeps a better eye on the store.” The poor cashier just stood there looking confused.

At least my evening wasn’t boring.

Lonely, He’s Mister Lonely

, , , , , | Right | CREDIT: Mike_OxonFaier | August 7, 2021

Back in 1999, I worked for a British phone company in the billing department. One day, I got a call from a customer wanting to discuss some phone numbers that had appeared on his bill. I went through security questions and then looked at his bill. I was shocked by what I saw. His monthly phone bill was just over £1,500.00 which, given that my rent for a two-bedroom flat at the time was £450.00, was an astonishing amount. I looked more carefully and found hundreds or perhaps thousands of calls to premium-rate sex lines.

I asked the customer where he wanted me to start, and he only wanted to identify a couple of local rate calls. I found the information he wanted, and he said thank you and hung up.

A colleague saw me with my mouth still agape.

Colleague: “Was that [Customer]?”

Me: “Yes!”

Colleague: “That guy calls every month with the same sort of question, and his bill is always around £1,500.00. All sex lines. It’s amazing. I mean, he could hire a prostitute every day and spend less.”

I never had a customer like that again.

A Whole Ute-Load Of Entitlement

, , , , , | Right | CREDIT: Kookabanus | August 6, 2021

I am filling my ute (pickup truck) at the service station. I have been out working my bees, so I am dirty, sweaty, and tired. I’m wearing an old, stained T-shirt, shorts, and thongs (flip flops). I in no way look like I worked here.

A young woman in her twenties pulls up to the other side of my fuel pump. She is dressed in sharp business style, complete with high heels and false nails. As she starts to walk inside the store, she says to me:

Woman: “Fill my tank when you are done there.”

Me: “Uh… I don’t work here, lady.”

Woman: “Ugh! I don’t care! Just fill the d*** car!”

And then she storms off inside with a clatter of high heels.

I just shrug, finish filling my tank, and head inside to pay. I have no f***s left to give these days. It might have been different if there had been some common courtesy used, a “please” or “thank you” or “a could you possibly help me,” but brusque orders are the absolute best way to piss this old guy off.

I head to the counter and see that the woman is already waiting there to one side.

Me: “Number four pump.”

Woman: “And I am on number five.”

The guy behind the register looks surprised.

Cashier: “There is only one sale, for the number four pump.”

Me: “Yep.”

I hand him my card.

Woman: “He filled my car, too.”

Me: “Nope.”

The woman instantly goes from zero to Uzi, red-faced and shouting, because apparently, I have defied her command.

Woman: “I told you to fill the f****** tank! Jesus Christ, are you f****** stupid.”

And so on.

Me: “Look, b****, I don’t work here, I don’t work for you, and I most certainly don’t take orders from arrogant c***s, so get out there and pump your own f****** fuel.”

She ranted some more. I left, too tired, don’t care.

Well, That’s A New One

, , , | Right | CREDIT: RS3197 | August 6, 2021

Customer: “Why was my credit card closed?”

Me: “Your card was closed back in 2020 after being inactive since 2019.”

Customer: “I’ve heard your bank was planning to slowly cut us [Politician] supporters out, so I guess it’s happening now. You closed my credit card because I’m a [Politician] supporter.”

Me: “No, sir, we didn’t. We don’t use political reasons to close our customers’ accounts. The last time you used your card was way back in early 2019, and it was closed down even before the election.”

Customer: “Of course, you’d tell me that. You won’t tell us [Politician] supporters that you closed it because you oppose [Politician]. You closed my account because I’m a supporter. You yourself oppose [Politician], too; I assume that’s why you’re being rude to me.”

I’m confused as to how I’m being rude when I have my perky customer service voice on.

Me: “I’m from the Philippines, sir. I’ve no opinion regarding US politics, so we’re not biased.”

Customer: “Whatever. Goodbye!” *Hangs up*