So I started about a year ago at a call center for a type of medical insurance. This one got transferred to me from a less experienced rep.
Me: Hi thank you for calling customer service, this is kbub36 escalation specialist, how can I help you today?
Her: I need to speak to someone who actually knows what they are talking about.
Me: Alright absolutely I’d be happy to help you with that, I understand this about your recent rate increase?
Her: Yes it is. I dont understand why I’m receiving a rate increase this year when I never have before! And why is it so much??? I cant afford that and the bill is due next month!
Me: Well ma’am I’m sorry to hear that! From what I’m looking at here it looks like your rate went up around the same time last year and the year before. This increase is probably on the lower end of the increases I’ve seen this year…. it may look like a lot because you are paying annually, it comes out to about five dollars a-
Her: I don’t care what it comes out to I just can’t afford it! I mean this is ridiculous, I only get a month to decide whether to pay this or not!?
Me: Yes ma’am the state requires us to give you a thirty day notice that the rate is increasing. Would you like to switch to a different mode of payment? Maybe a monthly payment would be more manageable than-
Her: THIS IS RIDICULOUS
Me: Ma’am please don’t raise your-
Her: I want to speak to Katy Shimanski.
Me: I’m sorry ma’am who? I’m not aware of a Katy Shimanksi.
Her: I know you know who she is, now transfer me.
Me: Ok ma’am just hold on one moment and I’ll look into that for you.
So after some digging I realize that the letters in regards to the increase are signed by the insurance company VP, Katy Shimanski.
Me: Thank you for holding. Alrighty so, I won’t be able to transfer you to Mrs. Shimanski as she doesn’t take calls but I’d be happy to give you an address where you can send her a letter. (0% chance it’ll ever get where its going)
Her: This is illegal.
Me: I’m sorry?
Her: You heard me! This. Is. Illegal. Her name is on my letter which means that legally I am allowed to speak to her.
Me: I’m sorry ma’am but I can’t simply transfer you to the VP of a company with thousands of employees. That’s what I am here for. To take your call. I can give you the address to send your complaint but that is the best I can do in this scenario.
Her: This is bullshit! I used to work for a company you know! I used to get the VP, the VIP, the CEO, hell even the president on the phone every single day. I know you are lying and this is illegal.
Me: Is there anything else that I can help you with today?
Her: Anything else? You didn’t help me in the first place!
Me: I gave you the solutions that I am allowed to offer you, is there anything else that I can help you with?
Her: If you cant help me I’ll cancel my policy.
Me: Alright ma’am just give me one moment to get that setup for you.
Her: hangs up