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"Why do I have to pay the whole amount?"

Hey all! I worked at a call center for a large insurance company. I tried to think of a better title but couldn’t.

I had a man call in angry that he received a bill for $1,100. (The total cost of his insurance policy). He said he had called in last year and requested to be put on a monthly payment plan. I saw his request but at that point he had already paid in full for the year so the billing department ignored the request. This is how the conversation went down.

Me: I apologize for the inconvenience sir, I see your due date has not passed yet so I can definitely fix this for you and get you on a monthly plan.

Insured: That’s great, but what am I supposed to do now with this $1,100 bill?.

Me: Once I put you on the monthly plan, the amount will be split into 12 equal monthly payments.

Insured: Okay, but this bill is due May first. I didn’t want to pay the whole amount up front.

Me: And you won’t, sir. The $1,110 will be split up into monthly payments over the course of the whole year.

Insured: So I don’t have to pay you this amount on May 1st?

Me (now visibly annoyed, speaking like i’m talking to a 6 year old): No. Once I switch you to our monthly plan, the $1,100 bill you are looking at will no longer be due. Instead, you will have equal monthly payments on the first of each month that add up to $1,100 over the course of the year, like you originally requested.

Insured: OHHHHHHH, okay that’s great! Thanks a lot!

…… sigh. Was I not being clear enough the first 3 times?

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