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I've noted this on other threads, mainly with customers who get free rides each and every month. This is about a customer I myself have dealt with for the past four months now.
Ms Manipulative Bitchy Lady calls in each and every month, and has done so since May of this year. Her main concern was we were not billing her properly because she wanted her internet billed on a quarterly basis, not monthly. The rate, by the way, is the same, except you of course only pay every three months. We had no info showing this, but agreed to credit her account for one month. Later on, she did not pay the bill, and it went into collections, causing her service to be shut off.
I took the call, and all this lady did for the first ten minutes was bitch about our automated service, how reps in other departments are unhelpful to her, and she just hates the hold music she has to listen to. All of this ranting for ten minutes before we got to the root of her problem. I looked at her account, found she had received another month's worth of credit (because she also had bitched to our collections center), and had her service turned back on. So, I advised her of the remaining balance, which again, she told me she would take care of. The supervisor that gave her the credit noted it with "credited to save this customer".
Another month or so went by, and she still had not paid the bill. Then, the due date came and went, and she was suspended again. I again got the call and saw yet again, she was provided with another month's worth of credit, meaning she had three months of service for free! By this time, the next bill was going out to bill for the next three months, and no payment had been made in nearly four months. The supervisor that handled her before me also noted the account again, "credit provided to save this customer from changing companies". I could not believe it. We were literally paying this lady's bill, and supervisors were concerned about "saving" her.
Well, I personally suspended her account today because the due date again came and went with no payment whatsoever. I looked at the notes later today, and I saw where she got a $5 credit, but it was not a month's worth at least. She finally was told she had to pay the bill before we turned her service back on. However, the person that credited this $5 also noted, "Credit was given to save customer from leaving".
With someone like this, what exactly would we be "saving" her from? In my opinion, it's saving her from having to pay her bill. We're not making any money off of this bitch to begin with, and are providing literally free service to her for her ugliness. Why bother? Let her act on her threat to find another company that will put up with this.
Ms Manipulative Bitchy Lady calls in each and every month, and has done so since May of this year. Her main concern was we were not billing her properly because she wanted her internet billed on a quarterly basis, not monthly. The rate, by the way, is the same, except you of course only pay every three months. We had no info showing this, but agreed to credit her account for one month. Later on, she did not pay the bill, and it went into collections, causing her service to be shut off.
I took the call, and all this lady did for the first ten minutes was bitch about our automated service, how reps in other departments are unhelpful to her, and she just hates the hold music she has to listen to. All of this ranting for ten minutes before we got to the root of her problem. I looked at her account, found she had received another month's worth of credit (because she also had bitched to our collections center), and had her service turned back on. So, I advised her of the remaining balance, which again, she told me she would take care of. The supervisor that gave her the credit noted it with "credited to save this customer".
Another month or so went by, and she still had not paid the bill. Then, the due date came and went, and she was suspended again. I again got the call and saw yet again, she was provided with another month's worth of credit, meaning she had three months of service for free! By this time, the next bill was going out to bill for the next three months, and no payment had been made in nearly four months. The supervisor that handled her before me also noted the account again, "credit provided to save this customer from changing companies". I could not believe it. We were literally paying this lady's bill, and supervisors were concerned about "saving" her.
Well, I personally suspended her account today because the due date again came and went with no payment whatsoever. I looked at the notes later today, and I saw where she got a $5 credit, but it was not a month's worth at least. She finally was told she had to pay the bill before we turned her service back on. However, the person that credited this $5 also noted, "Credit was given to save customer from leaving".
With someone like this, what exactly would we be "saving" her from? In my opinion, it's saving her from having to pay her bill. We're not making any money off of this bitch to begin with, and are providing literally free service to her for her ugliness. Why bother? Let her act on her threat to find another company that will put up with this.
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