"I never did that before so I couldn't have possibly done it this time!"

[CrazedClerkthe2nd]

Attention FREAKING IDIOTS

Just because you have NEVER gone over your minutes/used data/gone over on text messaging/downloaded a ringer does NOT mean you are immune from these items ever ever appearing on your bill and it also does not mean you can get an instant credit for them if they do!

I don't give a crap if you haven't gone over the minutes in your plan for the last YEAR, if you go over next month, you'll pay the charges. If I hear one more person tell me our system is broken or incorrect because "I never go over my minutes" I will beat them mercilessly with a sharp wooden stick!

This is the WORST kind of customer logic and the always have that "you must be wrong because I'm always right" tone in their voice. Let me let you in on a little secret here, o dipstick customers of mine:

People usually use their phones MORE than they think they do

Whatever you think you've used in minutes, you've probably used at least 50 more, so don't try to make me think your mental calculations or crude mathematical abilities are superior to our massive computer system that monitors minute usage, that's a battle you're not going to win.

Sorry for the intense rant here, but I have gotten so much of this lately and it just really grinds my gears (brownie points for the reference) that just about NO ONE I talk to ever thinks for a moment that maybe, JUST MAYBE they actually DID use all those minutes the bill says they did. Nah, that would require common sense now wouldn't it.

I don't care if you've been a perfect angel on minutes the last six months, if you go over next month don't expect much mercy from me...even less if you scream at me until your throat is dry that we must be in error because you never EVER go over your precious minutes.

[/bitter ranting]

[MMATM]

Sorry for the intense rant here, but I have gotten so much of this lately and it just really grinds my gears

"Oooh! He said it again!" ~Lois

[theredbaron47]

^^^ Damn, beat me to it.

[d962831]

you know what else really grinds my gears, when I can't find the droids I'm looking for.

Yeah! What's with that?

[BlaqueKatt]

I totally feel your pain-I work in the "research" department where we have the time to look deeper into accts than phone agents-we repeatedly tell them unless something is clearly wrong with the bill(off peak billing or in calls billing)-the bill is correct-yet every day we get at least five forms saying

"customer doesn't believe he/his wife/ uncle/cat/shrubbery/ etc used that many minutes-please review"

or "customer never goes over and feels bill is wrong"

or my Personal favorite--

Please manually add up the minutes on the bill-bill says xxx but when customer added they got yyy-so the bill must be wrong

yes its the computer that adds up minutes as its sole purpose in life that is wrong not the human

[Chanlin]

[Devils Advocate] In fairness people are only human and sometimes screw up. I can see granting them maybe a 1 time credit if they went say.... 50 minutes over without realizing it. But when I say one time I mean ONE TIME. [/Devils Advocate]

I work for prepaid and the same thing happens with expire dates quite often. We do the we recognize that your human bit and will forgive the expiration penalty of losing your phone number (which I realize is a little more steep than being charged a lil extra for going over your minutes) but the principle is the same if you ask me.

But I agree, if they want to be complete jack holes about it then they get nothing. And we do follow that rule. If the customer calls up and asks politely we will generally forgive them as long as they aren't making habit out of it.

[CrazedClerkthe2nd]

[Devils Advocate] In fairness people are only human and sometimes screw up. I can see granting them maybe a 1 time credit if they went say.... 50 minutes over without realizing it. But when I say one time I mean ONE TIME. [/Devils Advocate]

I work for prepaid and the same thing happens with expire dates quite often. We do the we recognize that your human bit and will forgive the expiration penalty of losing your phone number (which I realize is a little more steep than being charged a lil extra for going over your minutes) but the principle is the same if you ask me.

But I agree, if they want to be complete jack holes about it then they get nothing. And we do follow that rule. If the customer calls up and asks politely we will generally forgive them as long as they aren't making habit out of it.

We offer a one time courtesy credit for such issues as these, but when the person has credits out the hoo-ha for various other things and a shaky pay history, since most of those "in denial" usually do.

[matty]

CrazedClerk, I definitely agree with you about how it's just SC logic to say that just because they have never gone over their minutes in the past means that they never will.

I would like to ask you one question, though, on the phone network I am with, it's possible to check your usage directly on the handset at any time (updated approx. every 24 hours). I'm assuming it is highly likely that you offer this service, so, er, why do these people not use it?

[Chanlin]

CrazedClerk, I definitely agree with you about how it's just SC logic...

I'm assuming it is highly likely that you offer this service, so, er, why do these people not use it?

And thus the question is answered.