Me: thanks for calling (company) can I get you claim number?
Caller: I AM BEING CHARGED $300 FROM THE RENTAL COMPANY BECAUSE YOU GUYS DID NOT EXTEND MY RENTAL, AND NOW THEY ARE GOING AFTER ME FOR THE MONEY
Me: sorry to hear, can I please get the claim number so I can look into this?
Customer: I DONT HAVE IT!
Me: finally finds claim , ok so it looks like the best person to speak to is your adjuster, I can connect them so they can discuss the rental extension
Customer: THERE IS NOTHING TO TALK ABOUT
Me: (confused) …. so if there’s nothing to talk about did you need help with anything else?
Customer: I NEED YOU PEOPLE TO FIX THIS MESS
Me: okay, so it sounds like you need to talk to someone about your rental. I’m going to get your adjuster on the line
Me: transfers anyway
Plot twist : the adjuster did not approve his rental extension. They had approved it until vehicle was done being repaired but he decided to keep the rental car assuming we would pay for the extra days. Man must have used it as a spare vehicle until the bills starting coming in