You could smell the Starbucks. "I PAID MY BILL."

Hi. I’m an insurance agent for Auto and Property. One day last week, I had a call that just would fit perfectly here.

So it’s just a normal day of getting flooded with calls. One call came in and I noticed it was a warm transfer. This nice girl from our banking department wanted to give me a heads up as to what was going on.

Apparently, this woman is very upset at getting correspondence in relation to uncollected charges for a policy. She cancelled her property policy back in December and she made a payment in November. We will now call this customer “Karen” because of how she behaves and the fact her first name was actually Karen. No last name will be given for obvious reasons.

So Karen comes onto the line and I check her account. Off the bat she’s giving me an attitude, talking about how she has receipts from her bank statements (she paid with a credit card) that show she never missed a payment. She also stated that, in fact, there was a credit given to her on her card that she was trying to settle.

Of course, it was really easy to track down what was happening. So the customer cancelled the policy in December, and there was a payment approved for November. However, the payment had returned only in January. May have just been a freak error, but this wasn’t anything too serious.

However, while I could easily see what is going on, the customer would not even let me get half of a sentence out. Every time I mentioned that the payment was returned, she would come back with “IT WAS PAID! I PAID MY BILL! I HAVE THE RECEIPTS!”

Clearly, this was going nowhere. I wanted to check with our Banking department again to see if they could confirm anything. We were busy all throughout our company, so there was a bit of a hold time. I check back with Karen after about 5 minutes of holding, letting her know it would take me some time. She just complains and says how she’s so angry with us. Apparently in her file, it also said she complained about us on Facebook, which our company has a team to track down those complaints. (Kinda wonder what it’s like to be the person to check social media complaints.)

Anyways, she still won’t let me get through a full sentence. Enough was enough, and I just had to give her the polite way to say STFU. “Ma’am, if you aren’t going to allow us to speak to explain what happened to your account, then we cannot continue this call.” That just sent her over the edge. Since she was probably steaming out the ears at this point, she just says “YOU NEED TO HANDLE IT THEN. GO DIE!” and hangs up.

I eventually reach our credit card department to see what happened (since insurance can’t look at credit card information). The rep was really kind and looked through her file. While the payment was made with the card, it did return from the insurance side due to error and that’s why she had the credit. So she got the explanation from both sides but still wouldn’t listen.

TL:DR Karen couldn’t handle the fact her card declined and wanted me to die rather than explain what happened.