Imagine working in customer service for an insurance plan. What would you do if a customer hung up on you? Would you go on with your day or process it over and over in your head wondering what the client was thinking to make them hang up?

The employee in this story seems to have chosen the second option, because she felt the need to vent about not one but two different situations where the client hung up on her.

Let’s read all about it.

Two Stories, or why I didnt work overtime today despite $20/hr incentives

So I work for a government insurance plan. It’s nearing the end of the annual enrollment period.

First story: Lady: I take a diabetes medicine and I want to move to a better option so I won’t have to pay so much out of pocket..

Me: okay, no problem. The plan you have right now is (plan) and the premium is $$. If you switched to the (other plan), your premium will be $$. The diabetes medication will cost the same amount though, but you could have additional coverage if you were to reach the Gap.

The lady seemed okay with that.

Lady: okay. I want to switch to the other plan.

Me: okay. No problem. Let me enroll you into that plan.

So I start the enrollment process and get two questions into the enrollment.

Me: is an insurance agent or representative currently present with you?

The lady wasn’t sure how to respond.

Lady: what?

Me: /repeats

Lady: this is so confusing…

Me: I apologise. Is there anyone with you right now?

Lady: you know what. Never mind. This is so confusing. I’ll just deal with what I have now. I dont understand any of this. /hangs up

She wasn’t sure if she’d be able to help the next customer.

2nd story

I get a transfer from the commercial side of my company. No problem. But this is an employer government plan. Slight issue, I’m not trained in the employer plans just the regular ones. Depending what the lady wants, I can possibly help.

Lady: I want to know how much (medicine) will cost next year

Cool. I can answer this. The system will give me that info.

It would’ve only been a couple more seconds.

Me: alright. I can definitely help. Just allow me oooone moment while I get that price /typing information while I’m speaking so it would only take 15 seconds

Lady: you know what, I’ve been on hold for 30 minutes already. I do not understand why you can’t just tell me. I’m extremely disappointed and dissatisfied with this company. Thank you for wasting my time! / disconnects

Me: stunned silence.

I’m a little confused by the question in the first story. Why would the lady who called have an insurance representative with her? That’s probably why she was confused. It seems like an odd question. For the second story, that lady really just needed to wait about 10 more seconds to get her answer. It’s ridiculous that she hung up after waiting so long.

Let’s see how Reddit responded to this story.

This person has been in a similar situation.

Another person vents about annoying callers.

Sometimes the callers exaggerate.

Another person vents about a caller.

I guess they didn’t really want help after all.

If you liked that post, check out this story about a customer who insists that their credit card works, and finds out that isn’t the case.