I work customeer service for a hospital system, and take calls from people who want to pay their medical bills, update their listed insurance, apply for financial assistance, etc. And today i clocked in and literally the first call i got was some lady (who we will call Karen) calling in and demanding that we just completely erase $15,000 of debt that she had with the collection agency since 2018 for plastic surgery that was deemed “not medically necessary”. I tried to explain that we wouldn’t be able to do that because 1) the balance was no longer with the hospital and was in collections. 2) because of the amount and the nature of the services and 3) because she signed at the time of service saying she would be responsible for the cost and never paid it.
She doesnt listen to me at all. Instead she immediately starts cursing, yelling, and hurling insults at me. I warned her that if she continued to be disrespectful i would disconnect the call (which we are allowed to do at the call center i work at if callers are belligerent) and she demanded a manager, in true Karen fashion.
As I reached out to one of the reps in escaltions, i noticed the notes on her account. This lady had called in 3 times every day for the past week demanding the same thing, and one of the reps who she spoke with before even noted that she told them ‘she’d call back the next day and rip some heads off then’.
Ive been working custoner service 5 years and I’ve had my share of angry callers but this one takes the cake due to the sheer dedication to being terrible.
Edit: the escalation rep just messaged me back. Turns out she had to hang up on the caller because she could not be civil. The caller kept throwing more foul language towards them, which i wont repeat here. Escalations just gave her an email address to send her complaints to but i doubt that will stop her from calling back again.
submitted by /u/TheClassyFatso
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