I never told you something was wrong, but it's still your fault it wasn't fixed!

[CrazedClerk]

Got this gem of a sup call today:

WB = whiny bitch
Me = Your friendly neighbourhood Sup


WB: (thick carribbean accent) I've had this text messaging package on my plan since February and I never asked for it. I want you to remove it and credit me back for all the months I had it. Your agent said she could only credit me two months!
Me: Well that's true ma'am, typically we only go back 60 days for billing errors as it is your responsibility to check your bills routinely and notify us of potential mistakes.
WB: But I haven't been getting my bill for months!
Me: That's fine, but again it is your responsibility to let us know you haven't been recieving bills.
WB: Well I moved a few months back and I remember giving you my new address.
Me: I see here there was an address change done in May.
WB: Yeah but the bills still didn't come!
Me: Yes ma'am, but once more it is YOUR responsibility to call us back and let us know the bills still haven't come. You also have several OTHER options to review your bill including on our website or with a rep over the phone.
WB: Look you put this on my account and I NEVER wanted it, Now are you going to credit me back for it since February.
Me: Well it appears there are issues on both sides here ma'am because it was YOUR responsibility (does anyone else hear a broken record?) to tell us of some of these things and you didn't until today, so I will offer you another two months or $20 credit.
WB: THAT"S IT??? $20?!
Me: Well ma'am I think that's a very generous offer, how many stores do you know that would take a return after 120 days?
WB: It does not matter! I want to be credited back for all of it!
Me: Sorry ma'am, $20 is the best you are going to get.
WB: You know what? Fine, you gonna treat your customers dis way then when my contract is up next May, I'ma take my business elsewhere. (Hooray!)


I get calls like this often and the point is...Wait, Let me put this in big giant letters:

Ignorance is not an excuse!

If there are problems we expect to be informed of them in a TIMELY fashion, surely 60 days is enough time for you take FIFTEEN minutes and glance over your bill to make sure there are no mistakes? Just because YOU didn't bother to look at your bills for months doesn't mean it's OUR FAULT that this problem went undetected. Every damn time the customer pins the blame on US. Ugh, few things infuriate me more than customers who take zero repsonsiblity for themselves.

[Jadedcarguy]

Even if your not looking at your bill surely you would notice that you are paying more than you think is correct? Right? Right? Anyone?<smacks monitor> Is this thing on?

[It's me]

In all fairness... my cell phone bill is full of crap I don't understand. As long as the price doesn't change month-to-month I just pay it.

[ShadedWings]

A co-worker of mine likes to call this lovely phenomenon the disease of Inevergotmybillitis. I get that a lot.. I didn't get my bill for months now you need to give me slack and make arrangements with me that aren't possible. I site the previous mentioned broken record of "it's your responsibility to call us and TELL us you're not getting your bill". I constantly get into the back-and-forth argument of "I didn't get my bill", "Well we sent it out on <this date>", "but I didn't get it", "but we sent it" "but I didn't get it" "well, did you call us?" "... but I didn't get it" *sigh*.

I actually had one older lady ask me "Why can't you just send another bill ten days later if you didn't get a payment?"

*watches all the trees evaporate if that happens*

[lordlundar]

Right? Right? Anyone?<smacks monitor> Is this thing on?

Now why are you abusing the moinitor? what did it ever do to you? You should be smacking the idiot that was on the phone.

[ColonelInTheKitchen]

Ignorance is not an excuse... see, that's why I paid over 500 dollars of fines on my vehicle because I was a day late in changing my address (due to work, which is how I pay the address change at the DMV). Our cops are pricks. (You get ten days, I didn't have a day off, we were VERY busy. And short of cashiers.)

Also there's a new rule out here that if you have snow on your vehicle it's a fine because it could obstruct someone's vision and cause an accident. Usually the snow is off my vehicle, but, ehh... if you say so.

[Jadedcarguy]

Now why are you abusing the moinitor? what did it ever do to you? You should be smacking the idiot that was on the phone.

I was at work when I posted that. Technically not my monitor.

Also there's a new rule out here that if you have snow on your vehicle it's a fine because it could obstruct someone's vision and cause an accident. Usually the snow is off my vehicle, but, ehh... if you say so.

That's recockulous!!

[CancelMyService]

To be fair, that law was passed because people here were basically just carving out tank-like rectangles out of the snow on their windshields and driving around with HUGE ASS mountains of snow on top of their cars. It really was a safety issue when you'd be going 65mph and have to dodge the avalanche from the asshat in front of you who had 3 feet of snow on his roof.

[Seshat]

I actually had one older lady ask me "Why can't you just send another bill ten days later if you didn't get a payment?"

It's not ten days later, but I often get 'reminder' bills. Well, not 'often' because I'm not late with payments frequently enough to get them 'often'. But on the rare occasions when a vet emergency ate up my bill-paying money, or something, I usually get 'reminder' bills.

[lordlundar]

I was at work when I posted that. Technically not my monitor.

Ah, so it's functioning means you have to work. Gotcha.

[greensinestro]

Oh, I deal with this constantly. I had a woman a few weeks back who demanded two years of credit for the internet that she was "unaware" of having. Yet, she paid the bill in full each month (after getting other credits, of course), and when you pay the bill in full, you are agreeing to the charges on your bill.

We have this man we deal with every six months who does this. It's almost like a scam he does to get free service on us being when he leaves New York for Florida, he fails to inform either us, or the post office of his billing address in Florida. Much of the time, it shows he does not call us for the change, and when you ask him if he notified his post office, it's always "Of course, I did". Instead of paying the bill, he demands a paper copy to be in his hands first, which is always the same amount to the penny each month. Then, all late fees had better be waived or he'll take his business elsewhere. It then turns into a free month or two of service, after the relentless rep refuses to credit the account, but the supervisor does. You just want to ask pimps like this, "Business? What business are we getting from you, except misery and complaining, let alone it is us providing you with free service?"

[Becks]

Also there's a new rule out here that if you have snow on your vehicle it's a fine because it could obstruct someone's vision and cause an accident. Usually the snow is off my vehicle, but, ehh... if you say so.

See CMS below

To be fair, that law was passed because people here were basically just carving out tank-like rectangles out of the snow on their windshields and driving around with HUGE ASS mountains of snow on top of their cars. It really was a safety issue when you'd be going 65mph and have to dodge the avalanche from the asshat in front of you who had 3 feet of snow on his roof.

I've seen it happen. NOT PRETTY.

[Boozy]

In all fairness... my cell phone bill is full of crap I don't understand. As long as the price doesn't change month-to-month I just pay it.

I can't understand my cell phone bill either. A very sick individual designed that bill.

But if you one day noticed that you were being charged for something that you didn't want, but had been paying for for months, would you demand full credit? Probably not. I suspect you'd do what I'd do, which is call and cancel the service, and chalk the money I lost up to my own laziness for not deciphering my bill and, if necessary, calling a rep to explain it to me.

[BlaqueKatt]

hey I got some woman that wanted a refund for paying taxes for NY when she lives in OH(she mainly used the phone in NY to begin with-we charge by the place of primary use)-she wanted credit for THE LAST 10 YEARS! How do you not notice that FOR 10 FREAKING YEARS!!!!-the rep offered her $20-she turned it down and demanded a sup-none available-research form submitted-I gave her credit for 6 months of the difference(about 5%)-her total credit-$11.21. And I got to leave her the following voicemail-

"Hello this is BlaqueKatt from company x wireless. I see that you requested credit for 10 years of incorrect taxes billed however that is not possible, Per the fair credit reporting act, and Sarbaines-Oxley which are both federal laws, you have 6 months to dispute any charge, after that point is is deemed valid by federal law, and there is no recourse, since you brought this to our attention yesterday I have gone back six months and issued credit the total credit comes to $11.21. The Tax address on your account has been corrected, thank you for choosing company x wireless-you have a great day!

[WHShit]

I can see why she would be frustrated, as I would be as well if I was paying for something that I did not want or use. However, I would probably call the company, ask a rep, maybe a manager and after I was told "no" twice, I would give up.

People have to understand that with huge comapnies....especially phone comapanies, they can't possibly have someone to look over every customers bill every month, spot the mistakes and let the customer know. Also, if some rep makes a mistake, or there is a computer error, how are other reps supossed to know if it IS a mistake?

Of course it is the customers responsibility to check their bill. God! ASSMAN's dad yells at me every month because I never check my bank account record. I know I should, but I am lazy and forget. If I was charged for something that I didn't want and it had been on my account record for 5 months and I had not bothered to look, I think I would be too embarassed to call the bank and tell them that I had not noticed it!