Sometimes listening to angry people can be entertaining.

…Quick points, I work in life insurance, most people are on monthly auto pay.
If you use a card for auto pay, we will email you, and send you a letter in the mail a month before expiration.
If your payment method fails, we will mail you a letter and a bill, tell you it’s been removed from auto pay and provide our number to call to enroll if you’d like. We also provide the reason why your payment failed like “expired card”

I think it’s stupid, but we are not allowed to give out the last 4 of an account number. It’s really not that sensitive of information. If it was they wouldn’t put it on receipts.
Honestly sometimes I do give it out like if someone has 8 payment methods on file and wants to know what one they are using. Or they are confused as to where their payment is coming from. I’m not playing the “read me the last four of every card in your wallet till we get the right one” game.
Our QA is very simple and I doubt I’d really ever get feed back from giving it, but for this customer I was a stickler. Sorry bud.

Her goes my call today

CC -Crabby Customer and of course, I’m me.

Me: Hi thank you for calling Life Insurance Company, this is Slowly Slipping, how can I help you?
CC: I want to know what is happening with my account! (Angry tone)
Me: Certainly, I’d be happy to review your account with you today. Do you have your policy number?
CC: 1256738887! It’s telling my my payment didn’t go through! Now I owe two months! WHY?!
Me: Okay we can check on that and see what happened. Can I have your name?
CC: exaggerated groan Crabby!
Me: And your last name?
CC: CUSTOMER!
Me: Great, thank you Mr. Customer.
CC: It’s supposed to be taken directly out of my checking account!!
Me: I see here the billing was on a card and the expiration date expired. We ca—
-I’m about to offer moving to a checking account but he cuts me off.
CC: NO! It’s supposed to be on my checking account!
Me: Okay, well we can put it on your checking account.
CC: NO! NO!
Me: Okay, well then we can update the credit card expiration date if you’d like.
CC: Well what card was it on?!
Me: I can’t release the card number but if you would like to confirm the last four.
CC: NO. You tell me what you have!
Me: Mr. Customer I can’t tell you that. I can verify if the last four you give me matches.
CC: Yea verify it. Tell me and I’ll verify you have the right one.
Me: Mr. Customer I’m not giving out the numbers. You can add a whole new card, or —
CC: No! I have the cards here! You tell me! I’ll verify it. Me: Sir, I’m not releasing banking information.
CC: Listen! I’m calling you, you know it’s me! Tell me the cards you have!
Me: I’m not allowed to give that out. You can log in online to review what you have on file if you’d like.
CC: YOU KNOW WHAT?!? BYEEE!

I knew he was going to call back, I work in a very small call center there was only 5 of us on at this time, I seen his call pop up and I was free I was so tempted to pick it up again, but I didn’t.
Usually I try to be empathetic and remind myself I don’t know what people have going on in their lives, but you made an incredibly easy situation 10x harder than it needed to be and worked yourself up over nothing.