agent: my customer called me and told me they got a bill for a bunch of money.WHY are they getting a bill when they pay monthly out of their bank account??
me: ok .. lemme research
*researches*
Me: sir, YOU called may of 2017 and put them on semi annual billing in preparation for a 1035 exchange that never happened and they havent paid since.
agent: uuuhh .. ok thanks.. lemme call them back