Make an agreement, keep an agreement… Simple, yes?on March 10, 2007 at 7:42 pm
What? You shut me off for not paying the bill? No way!
This moron called me today in our technical support department, upset that we shut off his internet service for not paying the bill in over four months. It turned out he took over the billing from a guy that retired and sold the business, and when he did so, it was explained to him that he would assume the current charges on the bill as well as the future ones. Within a month, it showed where our collections center called him, stating the bill had not been paid and that arrangements needed to be made. He refused to do so because he had not seen the actual bill, even though the billing address was correct. We told him that just because you don't have a paper bill, that does not discharge your obligation to pay it. Well, after this first collections call, the next three months rolled on, and he would not pay the bill whatsoever. Until he had a paper bill, he was not going to fulfill his obligation. It turned out the bills were referred to his secretary in accounts billing, but of course, he refused to acknowledge anything on this when asked.
This call really angered him more than me, because I maintained my calmness the whole time. First, he was upset we expected him to pay what the previous owner of the account owed, although again, it was explained and noted on the account. Second, because he did not have a bill in his hand, he felt he was not obligated to pay anything on that. The bill amount was the same as before, so nothing had changed on that. Third, he proceeded to tell me that other internet companies do not treat their customers this way, to which I had to respond. I told him flat out that internet companies often treat their customers with respect because they want to retain their customers, but that they also expect the customers to pay their bills on time or action would result for non payment. I also told him most companies will pull the plug on your service for an unpaid amount, and that under no conditions are they obligated to provide free service.
Finally, after this, he demanded to speak to my manager, and told me he wants his $200 bill wiped clean and to start up the service again! I told him I would refer this to manager, but he should expect the same information to be provided, that we are a company providing him with service, but not a free service. He will be expected to pay the bill.
This may be an ongoing thread being no resolution has been made on it. But, I'm pretty confident this man will not get off the hook scott free. If he does, then that opens the door to new precedents set, and everyone will be able to get free service.