How hard is it to understand "your CC on file expired?" Very.
I get calls like this all the time, actually, but none quite as dense as this one. Most people eventually grasp the concept.
Me: opening speil
SC: I GOT A BILL!! WHY DID I GET A BILL MY CC IS ON FILE!???
Me: *groans inwardly and gets account info* "sir, it looks like your CC expired last month. do you have an updated one I can add to your account?
SC: IT $@$%#@#$# did NOT! I have the &%#$#@%% card right the *%%#%$& here! It is NOT expired!
Me: When your CC expires, you have to call us and update it, it is not automatic
SC: Then why in the HELL did you not notify me!?
ME: As a courtesy, when the CC is on file, we will sometimes just send the order with a bill stating the card on file is expired; that *IS* your notification.
**This is where the light bulb goes off for most people...not this one, though!**
SC: But it was not expired! I have the new one right here! Why did you not update it!
Me: Sir, it is your responsibility to update your account info. We filled the medication and sent a bill, letting you know it had expired
(heaven knows you would call to cuss me out if we held the order and called for payment..you would be screaming about how you will surely drop dead at any second because we are withholding your meds)
SC: IT IS NOT &^%%$#%$#^% EXPIRED! THIS IS BULL SHIT! I HAVE NOTHING BUT PROBLEMS WITH YOU PEOPLE!
rinse, lather repeat. I finally resort to "what is your new card number, sir?" till he finally shuts up and huffs and puffs it out, then close the call in the most chipper tone I could manage and hang up.
~~~~~~~~~~~~~~~~~~~~~~~~~
OBAMACARE IS EVIL!!!!!!!...except the parts where I benefit.
Member calls in, wanting to know why his meds went up $3.00.
I look at the financials and the only difference is the full price of the meds...seeing as how he has a percentage copay, instead of a flat co pay, his charges will change. I explain this to him.
He then launches into a full scale anti Obama, birther, socialist, Marxist, Muslim rant.... Typical bull... While he is ranting, I look at his account. He is on heavy duty cancer treatment meds. Gee, must be nice knowing you can't be dropped for 'costing too much.' I see his three young adult children are on the plan...must be nice to have them covered, right? I see his daughters get their BC for $0.00 where it was *MUCH* higher before. That must be nice, too!
I only half listen and he finally screams he wants all his scripts cancelled, he will (of curse) just curl up and DIE! Now, there is no way in hell I am going to cancel his cancer treatment meds! He may be too stupid and want to screw with his health, but I surely was not going to play a part in it! so I offered him a supervisor and transferred him over. Hopefully they were able to talk crazy off the ledge of insanity.
I did get a kick out of explaining that med costs, like just about everything else, was based on supply and demand... you know Capitalism! I guess he is OK with that, too, till it affects him in a way he does not like.
I get calls like this all the time, actually, but none quite as dense as this one. Most people eventually grasp the concept.
Me: opening speil
SC: I GOT A BILL!! WHY DID I GET A BILL MY CC IS ON FILE!???
Me: *groans inwardly and gets account info* "sir, it looks like your CC expired last month. do you have an updated one I can add to your account?
SC: IT $@$%#@#$# did NOT! I have the &%#$#@%% card right the *%%#%$& here! It is NOT expired!
Me: When your CC expires, you have to call us and update it, it is not automatic
SC: Then why in the HELL did you not notify me!?
ME: As a courtesy, when the CC is on file, we will sometimes just send the order with a bill stating the card on file is expired; that *IS* your notification.
**This is where the light bulb goes off for most people...not this one, though!**
SC: But it was not expired! I have the new one right here! Why did you not update it!
Me: Sir, it is your responsibility to update your account info. We filled the medication and sent a bill, letting you know it had expired
(heaven knows you would call to cuss me out if we held the order and called for payment..you would be screaming about how you will surely drop dead at any second because we are withholding your meds)
SC: IT IS NOT &^%%$#%$#^% EXPIRED! THIS IS BULL SHIT! I HAVE NOTHING BUT PROBLEMS WITH YOU PEOPLE!
rinse, lather repeat. I finally resort to "what is your new card number, sir?" till he finally shuts up and huffs and puffs it out, then close the call in the most chipper tone I could manage and hang up.
~~~~~~~~~~~~~~~~~~~~~~~~~
OBAMACARE IS EVIL!!!!!!!...except the parts where I benefit.
Member calls in, wanting to know why his meds went up $3.00.
I look at the financials and the only difference is the full price of the meds...seeing as how he has a percentage copay, instead of a flat co pay, his charges will change. I explain this to him.
He then launches into a full scale anti Obama, birther, socialist, Marxist, Muslim rant.... Typical bull... While he is ranting, I look at his account. He is on heavy duty cancer treatment meds. Gee, must be nice knowing you can't be dropped for 'costing too much.' I see his three young adult children are on the plan...must be nice to have them covered, right? I see his daughters get their BC for $0.00 where it was *MUCH* higher before. That must be nice, too!
I only half listen and he finally screams he wants all his scripts cancelled, he will (of curse) just curl up and DIE! Now, there is no way in hell I am going to cancel his cancer treatment meds! He may be too stupid and want to screw with his health, but I surely was not going to play a part in it! so I offered him a supervisor and transferred him over. Hopefully they were able to talk crazy off the ledge of insanity.
I did get a kick out of explaining that med costs, like just about everything else, was based on supply and demand... you know Capitalism! I guess he is OK with that, too, till it affects him in a way he does not like.
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