I got three voice mails yesterday afternoon from the same 1-800 number.
I finally listened and it was “An urgent message from my internet / cable provider”. The kind you get when they are about to shut your services off.
I paid my bill. I always pay it from my online bill pay on the 15th.
At least I thought I did. Didn’t I?
I rushed to the computer, logged on and sure enough, there it was. It cleared the bank on the 19th of November.
Whew! I guess I had better call and find out what’s up.
After navigating the phone tree, the automated attendant politely let me know that my last payment was received on October 19th and my services were set to be disconnected at Midnight. There will be a re-connection fee as a little bonus!
I pushed a button to get a live person and had to go through all of the verification stuff again. All to be treated like a criminal. Even after explaining the situation. The customer service representative all but called me a liar when I explained that I paid with online bill pay like I had for the past two years. I explained to her that I was looking at the cleared payment online.
I quote, “Sir, my system doesn’t show that you made a payment, so there is nothing that I can do. Maybe you didn’t send it to Knology.” (I will refrain from sharing my response. Suffice to say, she went to talk to a supervisor.)
I was on hold for ten more minutes.
Upon returning to the phone, I was informed that I must have sent the payment to the OLD location in Atlanta. Payments from Kansas need to go to North Carolina now. We put a note in your October billing. “Do you not read your bill, sir?”
“Uh, no, I pay online. You also have my email address. Did you try that?”
Anyway, we went around in circles. No resolution. Then it got better.
I was told that in order to rectify the situation, I needed to contact my bank and have them fax proof to Atlanta that I made my payment.
Now, if it is the same company, why can’t they just call Atlanta and handle it for me? I was told:
“Sir, that is YOUR responsibility, not ours. YOU sent the payment to the wrong place.”
By now, I am thirty minutes into the call. Steaming mad. I asked to TALK to the supervisor.
Waste of time. No better. He just promised that my cable would not be shut off if the bill was taken care of in the next 5 days. How nice is that?
I understand that things happen, but they could have used this opportunity to create a happy customer by taking care of it, offering some alternative solutions or at the very least, showing some understanding and empathy instead of acting like I was a deadbeat.
I have to go. I need to search for a new source for internet and cable. Someone else will be getting my $200 plus every month!
Please remember that customers are the lifeline of any business. Make them feel special.