Wish You Could Cancel The Cancellation

, , , | Right | February 8, 2020

(My company has a benefit program where, for an annual fee, you can receive certain exclusive discounts, coupons, and sales offers. Depending on the amount you order in certain categories, you can rack up quite a bit of savings.)

Me: “Thank you for calling [Company]. This is [My Name]. How can I help you?”

Caller: “I’m on your website and I’m looking at [product]. I used to order this all the time as part of your [Benefit Program] for $27.99, but today it’s showing a price of $55.99.”

(I get his account number and pull up his company’s account information. He enrolled in the program eight months ago, but exactly a week ago, the program was cancelled and refunded in full, and his account was closed. He apparently signed up during an enrollment drive and so gotten the enrollment for $24 and, even though he had been using his benefits and saved several hundred dollars, he received a full refund instead of a prorated one, when usual procedure is to prorate a refund unless no savings have accrued.)

Me: “I apologize. I show that your office called to cancel your membership on [date]. The program was cancelled and refunded, and all [Program] benefits were cancelled.”

Caller: “Oh, yeah, they kept sending me past-due notices for $24, so I called and told them to cancel and close my account. I guess they must have taken me at my word.”

(I take a quick look at his invoices; the invoice that was past-due was the invoice for his enrollment fee.)

Me: “Yes, they did, sir.”

Caller: “So, can I still order [product]? Or should I go to [Competitor]?”

Me: “I can certainly reinstate your account. I can also re-enroll you in [Program], but you would need to pay the enrollment fee, which is what the $24 invoice was for. Or you can order [product] at regular price.”

Caller: “Okay, I will go to [Competitor].”

(I was actually relieved, because the special $24 discounted rate had long expired and, even if I had gotten approval to re-enroll him at that rate, he would probably have tried to get a full refund again a few months down the line.)

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