Shut Up And Take My Money!

, , , , , , | Working | February 16, 2019

(My family is using a company for our cell phones, who in turn use a national carrier to actually provide the cell service. For a number of reasons — of their doing — we decide to close our account and change companies. We receive a last bill demanding “immediate payment,” which only offers the ability to pay online, in person at a store, or by calling a listed phone number — no mailing address. I attempt to pay online, but am not able to, as I don’t have an “active phone.” I decide to pay in person. This is the sequence of events, as I attempt to PAY my last bill. At the store:)

Me: “I need to pay our bill. We no longer have an active phone with you, so I couldn’t pay online.”

Customer Service Person #1: *looks up my information* “I’m sorry, but we cannot take your money. We no longer handle bills for [National Carrier] you were using. You can only pay by phone.”

(I go home and call the phone number on the bill.)

Me: “I need to pay our last bill. We don’t have an active phone, so I couldn’t pay online, and the person at [Store] said they no longer collect bills for [National Carrier].”

(I give him the account and the disconnected phone number.)

Customer Service Person #2: *collects my information from me* “I’m sorry, but we cannot take your money. We also no longer handle bills for [National Carrier], either. You have to call your old carrier.”

Me: “I have only ever used you to pay my bill. This is the only phone number on my bill, and I don’t have a [National Carrier] number. I have no one else to call, and I just need to pay my last bill.”

Customer Service Person #2: “Let put you on hold, so I can talk to my supervisor.”

(He disconnects me instead. I call back, and explain the entire story again.)

Customer Service Person #3: *recollects my information* “Let me put you on hold, so I can figure out what to do.”

(Five to ten minutes go by.)

Customer Service Person #3: “Unfortunately, you will have to call [National Carrier] to pay this bill, as we cannot take your money for [National Carrier].”

(However, this time she gives me a number to call which is not on the bill. I call the new number, which uses the exact same menu navigation, making me think it’s the same place. I explain the entire story again, and include the account and disconnected phone numbers.)

Customer Service Person #4: *collects my information from me* “I’m sorry, but I cannot take your money without an active phone. Once we suspend your phone for non-payment, you have to pay in person at [Store].”

Me: “Listen. It wasn’t suspended for non-payment. I cancelled my account with you, and this is my last bill with you. As I told you, the store already told me they couldn’t take my money, and that I could only pay over the phone. All I want to do is pay you what I owe you. Why can’t I pay you if I have the account number and old phone number, and you have access to my account?”

Customer Service Person #4: “Okay, let me put you on with my supervisor.”

(I’m transferred to the supervisor and explain the entire story yet again, with all the account information.)

Supervisor: *she collects my account information again* “I’m sorry, but I cannot take your money without an active phone attached to the account.”

Me: *explains to her entire story for a second time* “I don’t understand why this isn’t enough information to give you the money that I owe you, since [Store] can’t take my money in person.”

Supervisor: “Okay, let me see what I can do.”

(After a few minutes, she comes back on and asks me several new questions. Then she takes my credit card information.)

Supervisor: “Now, then, I must warn you that there is an additional fee, since you paid by phone, instead of paying online or in person.”

(I have had enough!)

Me:This is ridiculous! I will not pay a fee as if it is some kind of privilege to pay you! You wouldn’t allow me to make my payment online or in person, and are forcing me to pay you by phone! Listen. You have two options: take my money right now for only for the bill total, or I am going to hang up on you and never pay this bill. What can you do? Cut off my already deactivated phone? I cannot believe that you all have refused to take my money.

(She agreed to waive the fee and took only the bill amount. Who knew that trying to actually give someone money would be so hard?!)

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