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Bills went out recently (we bill quarterly) and are coming due at the end of the month, so you know my phone calls are just going to be FUN! 
Call today... agent got her bill, calling us because there's a fee for an enhanced service on there, and she's pissed because she doesn't know why it's there.
Now... in order to add the enhanced service, the user had to attend the class where we train is how to use it, and then either they need to sign up of their broker (aka boss) needs to sign them up. The agent is responsible for the payment no matter if they sign themselves up or if their broker signs them up, though a lot of times (But not always) the broker picks up the tab.
An entire office came into class and their broker signed them up. They were told.
Sure enough, this caller was one of those agents.
I'm explaining this to her, and she keeps interrupting with "But I didn't sign up!"
Me: I understand that. Your broker signed you up.
SC: But I didn't!
Me: I understand. Your boss did. And you were alerted to this.
SC: But I had no idea!
Me: We have on record that you came to the class on such & such date.. is that correct?
SC: Yes... but I didn't sign up for it!
Me: I'm sorry but they do give you a sheet in class that explains that by attending the class, your service is activated, and you have a week to cancel without a charge.
SC: Well yes... but I didn't sign up for it!
Me: I would be happy to send you the cancellation form, but since you had the service activated for the past 2 months, we would not be able to refund that amount since it was available for your use.
SC: But I didn't sign up for it!
This call went on for another two minutes with me explaining OVER & OVER that she came to the class, it was explained to her and that her broker authorized it to be activated for the entire office, which was ALSO explained to her.
Cancellation form faxed... wonder what will happen next?
Call today... agent got her bill, calling us because there's a fee for an enhanced service on there, and she's pissed because she doesn't know why it's there.
Now... in order to add the enhanced service, the user had to attend the class where we train is how to use it, and then either they need to sign up of their broker (aka boss) needs to sign them up. The agent is responsible for the payment no matter if they sign themselves up or if their broker signs them up, though a lot of times (But not always) the broker picks up the tab.
An entire office came into class and their broker signed them up. They were told.
Sure enough, this caller was one of those agents.
I'm explaining this to her, and she keeps interrupting with "But I didn't sign up!"
Me: I understand that. Your broker signed you up.
SC: But I didn't!
Me: I understand. Your boss did. And you were alerted to this.
SC: But I had no idea!
Me: We have on record that you came to the class on such & such date.. is that correct?
SC: Yes... but I didn't sign up for it!
Me: I'm sorry but they do give you a sheet in class that explains that by attending the class, your service is activated, and you have a week to cancel without a charge.
SC: Well yes... but I didn't sign up for it!
Me: I would be happy to send you the cancellation form, but since you had the service activated for the past 2 months, we would not be able to refund that amount since it was available for your use.
SC: But I didn't sign up for it!
This call went on for another two minutes with me explaining OVER & OVER that she came to the class, it was explained to her and that her broker authorized it to be activated for the entire office, which was ALSO explained to her.
Cancellation form faxed... wonder what will happen next?
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