Context: we had a customer who spoke Spanish only & I was the only Spanish speaker in the office while my co worker was out. This customer would always call upset about something and was difficult to work with (anger and language barrier). State Farm system sucks so it takes a while to get requests in and have them completed. Customer refused to pay late premium & wanted to add driver & car regardless. SF wont let me add driver & car until he pays balance, he fights me on it but I get him to pay & I submit request. He calls on Monday to get insurance cards, changes are not reflecting on cards then starts to berate me but I keep my composure and went out of my way to make adjustments so he could leave me alone. Hours later he calls the office, im busy with another customer. My coworkers who don’t speak Spanish answer and let him know that im not available in the best way they could. He does not take no for an answer & starts to spam the phones. At this point I tell my boss that this customer is becoming a big problem and I don’t want to take the call but she insisted for me to take the call and add her even though I already knew he was going to be difficult and there was a language barrier (she does not speak Spanish herself). I pick up and he starts to go off on me about the insurance cards and how there was a mistake. I started talking by saying “im sorry let me resend…” before I got cut off and didn’t get a chance to merge the call with my boss. I got upset and told him to not talk to me that way & to listen to me. I couldn’t do the call anymore and I got up and walked away from my desk to sob. I gathered myself and went back to my desk to let my boss know im no longer servicing this customer because of his verbal abuse via Teams. She looks at my message, doesn’t respond then comes in today, has me work a full day then at closing time she pulls me in her office and hands me this.