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The original was posted on /r/maliciouscompliance by /u/TrikkiNikk on 2024-01-25 21:15:44.
Some many years ago I worked customer service for a company that managed a Medicare Part D drug plans. And the annual enrollment period rolled around. And during that time it got chaotic! On top of the usual caring for customers, answering their questions, fixing problems, we had to enroll people into our plans. And it was a bit of a process. There were questions that needed to be asked and answered, information that had to be imparted, and at the end of it all a long spiel explaining our responsibilities and the customers responsibilities and important information the customer had to verbally consent to.
So in the midst of this I get a woman who is angry she has to do this, and is angry at how much time the whole process is taking. I explain to her I am trying to get her through this all as quickly as possible.
Then we get to the end, and I explain that I have to read her the terms of service and I need her to verbally confirm yes to it all. Immediately she starts carrying on how she just doesn't have the time to listen to it. I tell her I am legally required to read this to her. She doesn't want to hear it, just sign her up. I explain again that to complete the sign-up process I have to read this to her and she needs to acknowledge it. Another round of she doesn't want to hear it, doesn't want to agree to it, I can just skip it, and sign her up. No, I can't. I can read through it quickly, however she still needs to hear it and say yes. More arguing she doesn't want to, let's just say she agrees to it, and I can sign her up.
By this time I'm thinking "Lady, if you had just let me read this, instead of arguing with me, we could have been done by now," which I couldn't say. Instead, I inform her that I have to read this agreement to her and she needs to verbally agree to it. If she doesn't, I will not be able to sign her up for Medicare Part D; she will not have a Part D plan; she will not be able to enroll in a plan until the next year's enrollment period; and she will have to pay a fine for not having a plan this year. She ignores all that, tells me to sign her up, and hangs up.
Of course, I don't sign her up. And I write down the whole incident in the call log, that I explained several times that I needed to go over the agreement and get her consent, the penalties to her if she didn't, that she refused, and that I did not sign her up.
Several weeks after the new year, a co-worker sitting near me gets a call from a woman who is furious that when she went to get a prescription filled the pharmacy wasn't able to run the insurance on it, and when they checked that she didn't have a Part D drug plan. The co-worker asked for the woman's name, which was the woman who I didn't sign up. My co-worker checked and said the caller did not have a plan with us. Worse for the caller, we could not enroll her since she had missed the enrollment period.
Imagine how much easier things would have gone for everyone if that woman had just let me do my job and read the service agreement and she just said yes to it.