I found out yesterday after I got home from work that the current agent (Larry) called on Monday and spoke to my Mom again (she forgot to tell me this on Monday night). This time, he wanted to set up a time to come by and pick up the past due payments. He didn't leave a number for me to call him back.
I called the corporate office yesterday on my lunch break and spoke to a woman by the name of Joanne. She was VERY helpful and apologetic. She gave me the name and phone numbers for his direct manager and for the district manager. She also filed a complaint against the rep. I plan on calling the office that she works in either today or tomorrow to give her kudos. She was very patient with me and listened to my concerns and did what she could to get them resolved. I think that I'd gotten most of my venting out on here helped (and that I had everything in writing and in front of me - I pretty much read my previous post on here to her).
I called the district office today and spoke with the district manager. I explained to him what was going on and told him that I'm to the point of wanting a different agent, and my parents feel the same way. The DM told me that they have a rep that has been with the company for several years that is transfering to our region. Effective January, we will have this person as our new agent. The DM told me that he has worked with this person before and that we shouldn't have the issues with the new agent that we have had with Larry. He is also going to be contacting Larry directly and talking to him about how he deals with clients.
The DM is also going to contact Larry's direct supervisor and let her know what has been going on. It turns out that the female rep that I spoke to back in early October when I called to cancel the prescription card was the direct supervisor. She is apparently the only female that works out of the local office, which made it quite easy to narrow down who I talked to.
So, it seems that this particular tale of bad_service is coming to an end. And I really hope I didn't just jinx myself by saying that.