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Here's an interesting one. This customer actually "beat" us.
She calls in wanting to know how to get her service restored. She had a $386 past due balance. She said she was supposed to get a credit for something she had been disputing since October, and demanded we take care of her. Ok, so I research the account and find that she called in back in October throwing a fit about going way over her minutes. Oh, she knew she had been going over, but made no effort to contact us within that same bill cycle (when it would have been appropriate) to ask us to help her out. She was told that the charges were valid, sorry but what's done is done. She could have just as easily called us to ask for help at the time and we could have given extra minutes or changed her to a higher plan, but she assumed we would take care of it later. And we all know what happens when you assume. Fast-forward to last month, she calls in and fights with a supervisor, telling her that we promised in October we'd credit her overage, and since the supervisor had the amazing ability to read, she could see that we never said we would do this. So the customer said she would dispute the charge through American Express (because she had already paid it). She won the dispute with AMEX and they charged the amount back to us and refunded her card.
And what did this "victory" earn her? By reversing a payment that was made 5 months ago, it created a past-due status on her account. Now she's suspended and has to pay that amount before her service will be restored, and she's in imminent danger of going to collections. Way to go!
Oh, she also said she'll dispute this all the way to collections (those people don't have souls so she won't get anywhere with them, guaranteed). She also said she's going to seek legal action with her attorney general. Yeah, I'm sure the $2000 in legal fees for him to tell you there's no case against us will be more than worth it, but you go girl!
She calls in wanting to know how to get her service restored. She had a $386 past due balance. She said she was supposed to get a credit for something she had been disputing since October, and demanded we take care of her. Ok, so I research the account and find that she called in back in October throwing a fit about going way over her minutes. Oh, she knew she had been going over, but made no effort to contact us within that same bill cycle (when it would have been appropriate) to ask us to help her out. She was told that the charges were valid, sorry but what's done is done. She could have just as easily called us to ask for help at the time and we could have given extra minutes or changed her to a higher plan, but she assumed we would take care of it later. And we all know what happens when you assume. Fast-forward to last month, she calls in and fights with a supervisor, telling her that we promised in October we'd credit her overage, and since the supervisor had the amazing ability to read, she could see that we never said we would do this. So the customer said she would dispute the charge through American Express (because she had already paid it). She won the dispute with AMEX and they charged the amount back to us and refunded her card.
And what did this "victory" earn her? By reversing a payment that was made 5 months ago, it created a past-due status on her account. Now she's suspended and has to pay that amount before her service will be restored, and she's in imminent danger of going to collections. Way to go!
Oh, she also said she'll dispute this all the way to collections (those people don't have souls so she won't get anywhere with them, guaranteed). She also said she's going to seek legal action with her attorney general. Yeah, I'm sure the $2000 in legal fees for him to tell you there's no case against us will be more than worth it, but you go girl!
Harassing them back only brings you down to their level.
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