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Every once in a while I come across someone who’s thought process is different that it’s hard to figure out what is going on between what they’re thinking and what’s actually being said. This person I talked to recently reminded me of the phrase one step forward two steps back. Well the conversation we had had to backpedal a mile and turn down a different route in order to get things accomplished.
That or the very least having to take baby steps through this having to explain things that normally most people would be able to piece together themselves.
The customer initially called in to inquire about why she wasn’t receiving any of her bills. Simple enough request at start. The conversation went more like this.
C = customer
M = me
(After verifying the account details)
M: how can I help you today?
C: Yes, I called because I’ve been frustrated over these last couple of months. I’m tired of having to check online to just have to see what I owe. Why haven’t I been receiving my bills?
[I check on her account and see that we have been sending them to her. Additionally she’s been signed up for getting them sent to her email. So I’ve seen this call 100 times, people forget they signed themselves up for e-billing and call to complain about it]
M: I’d be glad to check up on that. And to inquire, you mean why haven’t you been receiving them in your mail?
C: Yes of course, *what else would I mean*?
M: as it stands now your account is signed up for paperless billing. Meaning that it’s been opted to have the bills emailed to you.
C: I know what that means. I remember signing up for it. Why do you keep bringing it up?
*already over this conversation. However I know it’s possibly far from over*
M: well the reason why is because when it’s set up this way that means that you no longer will be sent bills through the mail. It’s sent to you strictly to your email.
C: that’s just outrageous. Why can’t you send it to me both ways?!
M: unfortunately it’s more of an either/or situation in regards to this matter. Now if you wish—
C: [cutting me off] well I don’t want to have it that way then.
M: Ah yes that’s what I was about to suggest. I’ll go ahead and take care of that for you.
C: alright good you best do that. I just want them to come to my house. Now on to my other issue I called you for. I sent in a payment to you recently. I want to make sure that you got it.
M: certainly. [glad that’s over I look into her account in regards to her payments]
So on the account there’s nothing past due however there is still a bill that’s currently owed of $xxx. Is the payment youre talking about that you sent to us meant to cover this? Because as of now we haven’t received it yet to cover the current bill.
C:… wait what there’s still something that I owe?! Why? How is that?
M: Well the deadline for this bill isn’t for another couple weeks however it is the bill for this month. The payment you’re talking about was meant to cover this?? If so we haven’t received one for this bill yet. When did you recall making a payment last?
[trying to see if she made a payment we just haven’t received yet or if something went wrong with the process of it applying to the account]
C: I just made a payment. why are you saying I still owe something?
M: The last payment was received on April 20th, and that covered April’s bill. However since then another bill came out and that’s what’s owed. Is there a payment you’ve made since then?
C: of course I’d be talking about the payment I sent in for April. I only pay my bills at the end of the month. Why in the hell would I be talking about the bill for may? It’s not due yet. [she getting increasingly angry and having a harsh tone]
M: [wishing I could just hang up at this point] Ah, I’m sorry for the confusion. With you wondering why you still owed anything plus you saying you’ve been checking your account online made me think you meant you were talking about this bill. Now—
C: [interrupting me again] why would you assume I meant this bill? I was talking about last month’s bill *obviously*
M: [deciding to not repeat the explication I just told her and move on to avoid more arguments] my apologies, and in that case we did receive that payment to cover last month’s bill. Is there anything else I can help you with?
C: I just don’t know why you’d think that. Anyway…. I guess that’s all for now.
She promptly hangs up on me and I sit there for a few seconds to calm down my frustrations before moving on.
I don’t know why people are just so complicated.
Yes I probably should have asked first which payment she was talking about before I delved into her current bill but hindsight is 20/20.
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