"I hope you have a horrible day."

I work in a call center for an investment/insurance company in the US. The general information for the call was that a woman called in who was paying for plans for several adult children, but legally she isn’t the owner since they’re over 21, so we can’t give her information that doesn’t relate to the payment. It’s not only our policy, but we’ve been told it’s a legal issue with confidentiality and personal information. We can lose our jobs if we break the rule.

She acknowledged she’d been told this before, but said we were just being “difficult.” She added that she’d been with us for 20 years, but because I wouldn’t break the law and give her information, she would be going elsewhere. I let her know other companies would likely have the same protocol as us since it’s a law nationwide.

She was also upset we hadn’t notified her of changes enough, but we’d been sending reminders multiple times a year since 2016, and she even admitted at the beginning of the call that she rarely opens mail from us. It was still our fault though, apparently.

She’s obviously not happy, and there’s no pleasing her even though I’ve done everything I can to try to help. At the end of the call she tells me,

“I hope you have a horrible day.”

“You too, ma’am,” I responded in a cheery customer service voice. “Thank you. Bye.”