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They've been at it for several months now, but they are starting to get epic because the calendar says "December".
Back story... Customer calls mid October to start service at new address. We get her info...name, ssn, dl#, etc. Flag pops up indicating that she must provide ID in our office before service request can be completed. Since service is already on here, she takes her time, but does bring info into office around Oct 20th. Our processing office, which verifies her info and approves service, did not acknowledge getting her info until YESTERDAY. That's right folks...yesterday, over a month later. Since they didn't get it, they did send her a letter in early November, telling her they didn't have it yet, and to call us. She claims that she didn't get said letter. Service was never approved, so we turned her off today. I got this lovely piece of human waste 1 hr after we turned her off, and she made it sound like she hadn't had gas for more than a week. I do some account review, and thinking we'd made a grievous error, forward this to my supervisor. Meanwhile, I'm explaining to the customer that I'm doing everything I possibly can for her, and she's cursing me out. A few hours later, I check to see what's happened with this, and find that she's cursed out several other reps, and even got one of them to place a turn on order, which is a HUGE no-no. Turns out her account was turned over to our fraud dept, as she attempted to use her deceased son's ssn, and she owes us over $1200 in unpaid utility bills. No heat for this lowlife until she provides us with valid ID, and a copy of her ss card!! Needless to say, the fraud dept canceled the turn on order!
My second rotten egg, was a customer who was angry because I couldn't guarantee a turn on today, since she had a small child in the home. She had been turned off for non-payment, and once the service was off, she made the required payment, and our policy is: Our goal is to have the service reconnected within 24 hours. She didn't like this policy, as her order was not placed until 2:45 this afternoon. Most likely, we won't make it there until tomorrow. She asked me was she was suppose to do about the child, and I told her that if I were her, I'd make some other sleeping arrangements, like a friend or family members home, or a motel, as I could not guarantee that service would be restored before our 10 pm quitting time tonight. She tried to put all the blame on us, until I told her that this all could have been prevented. She asked how, and I replied "Well, you could have called us and made arrangements for your bill or you could have paid it. It's not our responsibility to help you manage your finances." AND GUESS WHAT? SHE STFU!
I don't normally talk to customers like that, but I've been short my anti-depressant meds for a few weeks (going to doctor's tomorrow), and my temper is a little short at the moment.
Back story... Customer calls mid October to start service at new address. We get her info...name, ssn, dl#, etc. Flag pops up indicating that she must provide ID in our office before service request can be completed. Since service is already on here, she takes her time, but does bring info into office around Oct 20th. Our processing office, which verifies her info and approves service, did not acknowledge getting her info until YESTERDAY. That's right folks...yesterday, over a month later. Since they didn't get it, they did send her a letter in early November, telling her they didn't have it yet, and to call us. She claims that she didn't get said letter. Service was never approved, so we turned her off today. I got this lovely piece of human waste 1 hr after we turned her off, and she made it sound like she hadn't had gas for more than a week. I do some account review, and thinking we'd made a grievous error, forward this to my supervisor. Meanwhile, I'm explaining to the customer that I'm doing everything I possibly can for her, and she's cursing me out. A few hours later, I check to see what's happened with this, and find that she's cursed out several other reps, and even got one of them to place a turn on order, which is a HUGE no-no. Turns out her account was turned over to our fraud dept, as she attempted to use her deceased son's ssn, and she owes us over $1200 in unpaid utility bills. No heat for this lowlife until she provides us with valid ID, and a copy of her ss card!! Needless to say, the fraud dept canceled the turn on order!
My second rotten egg, was a customer who was angry because I couldn't guarantee a turn on today, since she had a small child in the home. She had been turned off for non-payment, and once the service was off, she made the required payment, and our policy is: Our goal is to have the service reconnected within 24 hours. She didn't like this policy, as her order was not placed until 2:45 this afternoon. Most likely, we won't make it there until tomorrow. She asked me was she was suppose to do about the child, and I told her that if I were her, I'd make some other sleeping arrangements, like a friend or family members home, or a motel, as I could not guarantee that service would be restored before our 10 pm quitting time tonight. She tried to put all the blame on us, until I told her that this all could have been prevented. She asked how, and I replied "Well, you could have called us and made arrangements for your bill or you could have paid it. It's not our responsibility to help you manage your finances." AND GUESS WHAT? SHE STFU!
I don't normally talk to customers like that, but I've been short my anti-depressant meds for a few weeks (going to doctor's tomorrow), and my temper is a little short at the moment.
. That's about what we spend for gas in a year (programmable thermostats--gotta love 'em
In my neck of the woods, you get cut off if you don't pay for 3 months or more, regardless of the amount.
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