Most of my billing related calls are people who are pissed off because service was suspended when they don’t make their payments and don’t understand why we don’t have a “grace period” on a post paid service where they get an invoice with plenty of notice. This is not one of those. …
Me: Thank you for calling [company name], my name is Sir_Gnome, how may I assist you?
LivingInDenial: Yes, I received a peculiar letter from you all stating I owe 120 dollars. I don’t owe you this much. Explain this to me?
Me: I’m happy to help, let me get your name so I can bring up the account.
[insert verification verbiage here]
Me: Alright, so it looks like you do have a balance of $120. It appears we haven’t received payment for your last three invoices.
LID: But that’s impossible! I paid my bills. And I should definitely not owe August, as my account was suspended in July! I’m not paying for services that are shut off!
Me: Yes, I see you were suspended on [date] but the billing period ended 5 days after that date. As we’re a post paid company, you were prorated for that billing cycle to include up until that date.
LID: Post paid? No. No. No no no no. I’ve always paid my account up front. I’m prepaid.
Me: [reviews payment history] I’m sorry, but the company has always been post paid. And your payment history shows you’ve always paid after the service, never before or with a double payment.
LID: No. I’m prepaid. I’m not post paid. I don’t owe you this. I’m not paying this. And I paid June.
Me: [dude, wtf?!]
Me: Um, well if you look at your invoices they clearly state the billing periods. And the reason you owe this much currently is because we didn’t receive a payment for your June, July and now August (prorated) invoices. I show you set up a payment arrangement for your June invoice when you called in on [date when payment was late] to make the payment in July.
LID: No no no. I’m prepaid. I don’t owe you $120.
Me: Please look at the invoice you called me about. It states the billing period. You pay after you’ve used the service, not before.
LID: No. I’m prepaid. We’re clearly going in circles. I’ll call back later.
[click]
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