Obligatory I'm on a mobile disclaimer.

A quick background I am a supervisor at a call center. We offer medical financing at 0% interest in with no impact to people's credit score. This is a completely optional plan.

Enter mrs. Smith a sixties something woman who is very mean. For all my call center peeps you know what I mean by mean, not angry, not frustrated, but mean. mrs. Smith is the kind of person who will interrupt you while you're answering her question to tell you that you are incompetent at your job and should kill yourself. Every agent and every supervisor she has spoken to has had to deal with her cruel mean comments.

So Mrs Smith's account has had some issues. When Mrs Smith's balances were sent over their medical provider did not post all of the insurance adjustments. Once those adjustments were posted Mrs. Smith had a larger account balance. Conversation on 1/3/20

Mrs Smith: why is my account past due I've made every payment

Me: it's not past due. The balance is higher because of the adjustments made. But you have made a payment each month.

Mind you I am the third supervisor that has explained this to her and I tried for 40 minutes straight to think of different ways to explain the same thing, while she demeans and speaks down to me the entire time. At the end of the call with me, Mrs. Smith decides that she like to close her account with my company as she doesn't feel that my company and her medical provider are communicating properly and she asks for my supervisor. Which all things considered I understood. Mrs. Smith is advised that if she chooses to close her account with my company the entire balance will go back to her medical provider. She's been advised when the balance is returned to the provider they will ask that she pay it in full or they may send her to collections. She swears that there is no balance and that she doesn't care. Fair enough, I personally close her account and mail her the letter confirming it's been closed.

However, today she calls in again and after 10 minutes of abusing an agent so badly they cried (an agent who has worked call centers for 10 years) asks for a supervisor. As luck would have it I am the only available supervisor to take the call.

Mrs Smith (literally in tears and screaming at the top of her lungs): why is my balance $500. Why IS MY BALANCE SO HIGH. I DONT UNDERSTAND I DONT UNDERSTAND

me: per the last conver---

Mrs Smith: you're a fucking bitch. I hate you. I hope you get fired for not answering my questions.

Me: ma'am it is impossible for me to address your concerns when you're yelling at me every time I try to speak. As we told you previously the balance we had was correct. When you chose to close this account we sent it back to your provider.

Mrs Smith: FUCK YOU. FUCK YOU. I HOPE YOU CHOKE AND DIE. YOU'VE RUINED MY LIFE.

Me: You can use as many expletives as you feel is necessary. However, it is not going to help me explain the situation to you.

Mrs Smith: IM REPORTING YOU TO THE POLICE. ITS ILLEGAL TO SEND ME TO COLLECTIONS WITHOUT NOTICE

me: when you called us on 1/3 you were advised by the three people you spoke with, myself included, that closed accounts may be assigned to collections if not paid in full

Mrs Smith: NO ONE EVER TOLD ME THAT.

Side note I've messaged the other supervisors to let them know who is on the phone

Me: Yes, ma'am you were.

Mrs Smith: PROVE IT.

me: let me place you on hold

pulls up call recording

Me: I have the call recording ma'am would you please be patient while I find that part in the call

easy to do since my supervisor went over the closure procedure at the end of the last call after I sent Mrs. Smith to her

Me: I'm back ma'am would you like to hear the recording together?

Mrs Smith: yes, then when I prove your liars I'm going to sue

Me: understood plays recording where Mrs Smith is clearly advised of the closure procedure and possible outcome

Mrs Smith: silence

Me: Did you have any other questions or concerns I could help address today ma'am

Mrs Smith: Fuck you. Ends call

Me: 😂🤷🏽‍♀️

Edit 1. My company and call center are relatively new and still working about our policy for abusive callers. We hadn't black listed Mrs Smith as it was clear she had mental health issues. While she was very mean and snide with her comments it was very inconsistent on her first two calls to us. The third call happened today and the call center manager is reviewing the interactions we've had with that caller. This will likely result in a banner being placed on the acct that she must be transferred to a supervisor right away. If she becomes abusive we will hang up on her. Especially since she no longer has an account with us.

Edit 2. Why did her balance change? I honestly don't know. Due to health privacy laws my company doesn't see the balances health information or the insurance information. Based on what Mrs Smith said on the call from 1/3 the balance may have been coded incorrectly. Mrs Smith did have an EOB and itemized statement that explained what she was being billed for and how much was covered by insurance. She just didn't agree with it. Which is fine. But my company doesn't bill insurance and we do not make any adjustments on balances. We are just there to offer a way to pay the balances on a monthly payment plan. Literally anything else they need to call either their provider or their insurance.