Technology Doesn’t Always Make Life Easier
My electric bill is automatically pulled from my bank account on the fifth of each month. On the seventh, I get an email saying I have a past-due balance of $0.70 and will be charged a $5.00 late fee with my next billing cycle. I call the company.
Employee: “Thank you for calling [Electric Company] billing department. This is [Employee]. Could I have your account number and the account holder’s name?”
Me: “I am [My Name], and the account number is [number].”
Employee: “Thank you. How can I help you?”
Me: “I got an email saying I had a past-due balance, but—”
Employee: “Yes, I see that. Would you like to pay now?”
Me: “I was billed for [amount]; I paid [amount] through automatic billing. Where is this extra $0.70 coming from?”
Employee: “You must have paid less.”
Me: “Okay. I’d like to talk to someone else.”
Employee: “I can do that, but they’ll only tell you the same thing.”
Me: “I’ll hold.”
I listen to ten minutes of hold music.
Supervisor: “Hello, thank you for holding. How can I help you?”
Me: “Yes. I was billed [amount], which I paid by automatic withdrawal from my banking account, but now I have an overdue bill of $0.70 and a fee of $5.00.”
Supervisor: *Heavy sigh* “I understand. Our system went through an update around the time the automatic billing was drafted. I am so sorry. I can’t give you any credit for future billing, unfortunately, but I can erase this issue.”
Me: “That’s good enough for me. Thank you for fixing this.”
Supervisor: “Thank you for being so understanding. You’re not the first to have this issue, and I’m sure you won’t be the last.”
Me: “Well then, good luck with the rest!”
The next billing cycle came around, and I was credited $10! I don’t know how the supervisor made that happen, but I’m glad he did.
Question of the Week
Tell us your story about a customer who couldn't understand the most simple concept.