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There was a customer I spoke with previously that I don’t even understand how she got this confused this quickly.
I work for a utility company and occasionally things happen where customers’ accounts are disconnected for non payment. And when it’s been disconnected long enough the account just closes and they have to start a new account to get their services turned back on. I suspect that is what happened here. Though when that happened it was last year so it’s been almost 18 months since we started a new account for her and her uncle that she called in for.
So what happened is she called in to confirm that we received a payment on her uncle’s account and that’s where this started.
M = me
C= customer
M: how can I help you today?
C: yes My uncle was going over his recent billing statements and wanted to check to make sure you all credited his account for $385.00 back in July.
M: I’d be glad to look into that for you. May we have the account number or ssn for his account?
C: yes, the account number is xxxxxxxxxxx, the address is xxx smith st.
M: thank you, though the account number you gave me is for this address and it’s in his name though it’s a closed account that closed last May in 2021, do you have the account number for his current account?
C: um.. no.
M: no problem, in that case can you verify the ssn on the account? You don’t have to verify the full ssn but at least the last 4 digits.
C: sure… um it’s… xxxx.
M: Thank you. So I found the active current account. And yes back at the end of June we received a pledge from an agency that helped out your uncle for that $385.00 that you mentioned.
C: ok good, so why do we owe a balance still? Wasn’t that supposed to cover what was owed?
M: well yes it did cover what was owed at the time in June. All that was owed was $330.00 so that paid off what was owed at the time and even credited $55.00 to the bill that came out in July. However the reason why there is money owed is because the $55.00 extra credit didn’t cover the entire July’s bill on the current account. $xxx is still owed for that bill. Additionally a bill also came out in august. So the entire account balance between those two bills is $xxx.xx.
C: Sir!! How can we owe on an an account that’s been closed? You’re saying you’re charging us for an account that’s no longer in my uncle’s name?
M: oh… no we aren’t talking about the old account anymore. This is the current account that had started as of March of 2021.
C: No how can that happen? You just told me the account ended as of June of this year. So you’re saying we’re still being charged for an account that’s closed?
M: ah, so to let up any confusion does your uncle still live at this address now?
C: yes but you said this account ended as of June of this year. How can we still be charged for this?
M: what was mentioned was that payment you called to verify of the $385 was made in June of this year. The previous account for the account number you gave me ended March of 2021.
C: No that’s not what you said, so if you can’t fix this then I need to speak to a supervisor.
M: I’d gladly go over this again with you ma’am to clear any miscommunication. So the account number you gave me was for an account that had closed in March of last year. I can’t say exactly what happened but now we opened up the account back into your uncle’s name as of the same month last year. The payment of $385 was received at the end of June of this year to cover what was owed for at the time was two months. Now since then two bills have come out—-
She cuts me off
C: you guys are still charging us for an account that’s closed. I want to speak to a supervisor if you can’t fix this.
I gladly transferred her to a supervisor to get her over to a supervisor.
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