June 27, 2005

Customer disservice

I'd been having problems renewing my XXXX account online, so I finally called the help desk. The woman was very cordial and accepted my payment information gladly(unsurprising). She also noticed the problem with renewing my account. Something to do with the "current through" date being set to sometime in 1899. She said that my account have been submitted to customer service to correct the database snafu, and that I should call back today to verify my account had been corrected.

I called back and the fun began:

Me: "Hi. I paid to renew my account last week. The phone rep had asked me to call back to verify that everything was okay."

Rep: "I see. Sir, your account has expired."

Me: "I know. That's why I paid to renew last week. There was some weird database issue and I wanted to know if it had been resolved."

Rep: "Sir, your account has expired and you need to pay to bring it up to date."

Me: "I paid the account last week."

Rep: " The charge didn't go through. You need to pay to renew your account."

Me: "I'm sorry, what?"

Rep: "You need to pay to renew. The charge didn't go through."

Me: "What do you mean, it didn't it go through? You would have told me if the payment failed."

Rep: "It didn't go through. You can pay to renew if you want."

Me: ::peeved:: "I paid last week. The rep was unable to update my account due to the expiration date being in the 19th century. '

Rep: "Your account has expired, sir. You can pay to renew right now if you want to."

Me: ::voice rising:: "Listen closely. I can pay AGAIN to renew this account, but if two charges show up on my bill I will call back and demand to get my money back, and I won't expend a lot of energy being polite about it!"

Rep: "Hold, please."

--> While the Muzak played, I considered the possible error of yelling at the phone rep on the phone. She could put me on hold until the sun goes nova, if she so desires.<--

Rep: "Sir? You are correct. You DID pay last week and the funds have been applied to your account. And there is some odd technical issue with your account which our customer service reps are trying to fix."

Me: "So when should I call back to verify that my account has been fixed?"

Rep: "It should be okay sometime tomorrow. Why don't you try calling back then?"

Me: ::deep breath:: "Okey-dokey. Sorry for raising my voice to you earlier."

Rep: "No problem, sir. I wouldn't want to pay twice for the same service. I can see why you would get upset."

No shit. We'll see tomorrow if this problem gets resolved.

Posted by Physics Geek at June 27, 2005 05:01 PM StumbleUpon Toolbar Stumble It!
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