I want YOUR money!!

[tilly101]

Um.
I just had a lady call in, and the conversation went as follows.
[For those of you playing at home, I work for a health insurance company. The key point here being that I work for the company. I don't own the freakin' company. You will see why this is important... ]

Me -
SC - as always

Me - Welcome to [opening spiel], how can I help you?

SC - Hi, I sent in a claim a while back and you havent paid it yet

Me - Okay, lets take a look

*I bring up her policy, we have the claim - a $5000 hospital claim - and it has been assessed and the money is due to be paid to her in a weeks time when the next lot of hospital payments are released*

Me - Hi, thanks for holding there ma'am. Okay, so that claim has been assessed and the money should be in your bank account next week on Tuesday

SC - Oh ok. So how come you're taking so long to pay it?

Me - I do apologise for the delay ma'am, but when it comes to hospital claims, they are released once every two weeks , so if we get your claim right afetr the latest batch has been sent out then you would need to wait for the next fortnights payment run

SC - Yeah, but I mean, it's your bank account, so you would have control over it right? So can't you just click to transfer it today?

Me - Well yes, the bank account does belong to the company, but they are on a scheduled hospital claim run unfortunetely

SC - No, but it's your bank account, so can't you just log into your net banking and transfer the money for me while I'm on the phone?

Me - I'm sorry ma'am, I don't have access to the companies bank account

SC - No! It's not the company's bank account, it's yours!

Me - I'm sorry ma'am, I don't quite understand...

SC - I just don't see why you wont give me my money today! Why do I have to wait?!

Me - Again ma'am, the company sends out hospital payments once every...

*She interrupts me and talks over me at this point*

SC - Why do you keep talking about the company? This has nothing to do with your company! This is between you and me! Why are you refusing to pay me what you owe me?

Me - Er...ma'am...just to clarify...are you suggesting that I pay customer claims out of my own personal bank account, with my own personal money?

SC - Yes! Exactly! And I wanna know why you're taking to long to pay me my money!

Me


Seriously.
WTF lady, WTF

In the end she just hung up on me. She flat out refused to believe that claims are paid by the company and not by the employees
What is wrong with some people, sheesh

[bbaaww13]

Yea because we all work for these companies to pay the customers out of our own pockets god these people are stupid.

[barainga]

I didnt need those brain cells anyway.

[dragon_wings]

I was wondering why my head was starting to hurt again.
But now I think it's run away.

[Slayer]

*facepalm*

Insane.

[flybye023]

The only thing I can think of that remotely makes sense is that the lady thinks the company gives each rep a bank account to pay the customers out of. Except that, wait, that doesn't make sense either because what company does that. Sorry, I got nuthin'

[jjc927]

The only thing I'd give this lady money for is a freggin clue!

[Barracuda]

Sadly, this is common in customer service--customers demanding that somehow YOU, not the company, YOU, are personally responsible for them and or their problems. I cannot even remember the people who said, "Now, YOU are going to do this. I want YOU to do this PERSONALLY, right now." Despite, of course, the fact that I had no authority or access to do what they asked, and could only pass on their demand to someone else, usually across the country. I have had people demand I 'Get off my butt" and go to the warehouse, pick up their product and personally put it in the mail, despite the fact that I'm in Oregon and the warehouse, say, is in Texas. Yeeeeeeahhh. Not friggin happening, morons.

[tilly101]

The only thing I can think of that remotely makes sense is that the lady thinks the company gives each rep a bank account to pay the customers out of. Except that, wait, that doesn't make sense either because what company does that. Sorry, I got nuthin'

After the call ended and I recovered enough to stop staring blankley at the screen like a guppy fish [much like ] , I pondered this thought as well. It was also all I could come up with.
However, also like you, I too think that even that is too far fetched.

I decided in the end she was just one effed up lady ???

[BeenThereDoneThat]

I don't get the YOU too often meaning ME personally even if they say YOU - they are pretty clear they're referring to the company. But that still doesn't mean I can do everything they want me to by myself. We have teams who do a lot of the background work, and some of it isn't even done by human beings. This is the computer age, dontcha know.

One of the biggest annoyances I get is when someone places an order and the CC is declined, so after getting a phone call or e-mail they call in to fix it and want us to run their card again right then when they're on the phone. It doesn't work that way. Cards are run when the automated "pick" system chooses in stock items to go into the next shipment round. During the week it happens maybe half a dozen times a day...but on Fridays it stops after around midday (maybe earlier) and doesn't start again until late Sunday when they start picking for Monday shipments. We can't manually run it, it just doesn't work that way. No amount of yelling at me or anyone else is going to change that - IT'S AUTOMATED!!

[Mongo Skruddgemire]

A picture is worth a thousand words.

[MiloMorai]

Was the hospital procedure a lobotomy by any chance?

[Cazzi]

Sounds more like a brain transplant.. she was the donor

[Teysa]

Are you sure your customers and VRS's customers aren't related? They seem to have similar levels of entitlement anyways.

[dalesys]

Sounds more like a brain transplant.. she was the donor

And the recipient examined the offering and said:
"Thanks, but I believe I'll think better empty, without that one."