Screaming Mother

So I work at a insurance provider and I’m a pretty friendly neighbor. I don’t get annoyed easily and can pretty much emphasize with every situation (rude agent, high premium, incorrect information sent/not sent, etc). This lady however shook me and I was actually dead at how she chose to express herself.

So I’m working the morning shift and idk about anywhere else but for us it’s pretty much dead until the office opens and even then we just forward the calls to them. On the off chance they’re not open or busy when we get a call, we help. Usually in the morning it’s pretty civil & nice people ( I think it’s bc they must be morning people if they’re calling their insurance at 6:30am). But Karen is built a little differently. This is how the call went.

Me: Thanks for calling ***** call center! My names KyngJam, how can I assist you?

K: Hi my names Karen and I have multiple policies with you guys for the past 20 years and I don’t wanna scream at you, I’ll try not to

**Now I didn’t think much of this remark bc I definitely could hear something in the background, maybe her kids or dogs idk so I just let it slide.

Me: No problem, how can I help you today?

K: We suspended our payment plan with you guys temporarily and for some reason we got charged and now my daughters account is overdrawn and she got $34 fee! We need your help to get our money back

Me: I’m sorry to hear that ma’am I’ll be more than happy to help you start the process to get your money refunded, may I have your account # please?

Verification ensues and she passes them all and I identify the account she’s talking about and while doing so I tell her I can start the process and the agents office (which opens in about 10min) will sign off on the request. At this point she starts going BALLISTIC

K: I ALREADY TALKED TO THEM AND THEY SAID THEY DID THE REFUND ALREADY

Me: confused I’m sorry if they started the process already then your request should’ve already been submitted

K: THATS WHAT THEY SAID BUT I WANTED TO CALL CORPORATE TO GET SOMEONE TO HELP ME GET MY MONEY BACK TODAY, CAN YOU DO THAT?

Me: Ma’am if the agent already started the process there’s nothing I can do to expedite it

Karen let’s out a scream I can only imagine came from the depths of all her entitlement

K: AHHAHAHHHH GET ME SOMEONE WHO CAN HELP ME THEN SINCE YOU OBVIOUSLY CANT

‘Me: One moment ma’am let me get a supervisor on the line and see if there’s anything we’d be able to do

Our “supervisors” are just specialist who are literally on the next floor below us and are either the coolest & sweetest or people who absolutely dread their job and any rep that calls them, luckily I got the former. I told him what was going on and the situation and he gave me some insight to what actually happened.

It turns out while Karen DID suspend her auto draft she made a manual payment with the agent, now when someone makes a manual payment when their account is suspended it automatically turns it back on which the specialist confirmed the agent told her (he could see their notes and I can’t, I know it’s weird and annoying).

I double check that they submitted the refund and he confirms and states to let her know why it happened and if it’s a problem to recommend her to go to manual (aka “monthly”) payments so she won’t have to worry about auto drafts, I thank him and mentally prepare myself for Karen’s wrath.

Me: Thanks so much for holding Karen I really appreciate your patience, I did speak with my specialist and unfortunately he did inform me that since the refund request is already submitted there’s nothing more than we can do at this time. Your refund will come within 10 days and what we could do to avoid this is in the future is change you from a recurring monthly payment to a monthly payment to avoid overdraft fees in the future

K: …..so you’re telling me there’s nothing you can do to get me my money today?

Me: You will get your money ma’am but like I said it will ta-

K: emits a sound of 1,000 Karen’s that I can only imagine what a banshee and howler monkey offspring would sound like

I wait for her to finish & about after about a minute of silence I hit her with “Is there anything ELSE I could do for you today?”

She promptly hung up lmao.

This job is something else.

Just for some context this was a woman well into her 50’s with children my age based on her drivers (Mid-20’s)

TLDR: Woman calls to expedite refund, I tell her it’s already submitted and I can’t make it go faster and she then proceeds to scream like a child.