Befuddled.

I just spent 10 minutes on the phone with an irrate foreigner who kept missusing the word "paid" rather then "billed" when speaking about the transactions being made between herself, the insurance company and the radiologist office. I think "befuddled" is an appropriate word to use here.

Needless to say, she was being sent to collections and it was all my fault. Interesting how folks don't seem to receive the letter and two statements sent out over the course of the three months prior to the precollections letter, but that collections letter makes it to their mail box without fail every. single. time. Hmm.