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I've not been on due to several issues and just getting back into things. This is kinda long.
Any ways customer calls in today because of the size of his billing. He says the bill is to high and wants to know why. So I explain to him the minutes he was over on the account and he says there is no way he should be over. He then starts going off that the prior rep should have told him that he used to many minutes and not recommend changing the plan. Okay the guy is not near enought minutes this month to go over. And we make recommendations.
So this guy says that hew as told he had enought mintues and he would be fine. The guy changed his plan 3 days into the billing cycle, we would not know what he was going to do and he was suspending lines. We tell our customers how to check minutes and if they go online they can look. His reasoning is that he just uses his phone and any issues he calls us about. I told him that I would waive half the overages but no more since he had the options to check his minutes and if it was for a time when he had changed the plan after this is differnt.
He starts going over that I'm being technical and that we should not hold him to overages when the rep told him he would be fine. Anyone looking at his bill would see that he was going over but if the customer asks for the plan to be changed we have to do what they want. I ended up giving the half but he still wanted more. I told him once more he had the options to check and it was his responability.
Goes to show if you have a cell phone watch your minutes if you know how many you have to use.
Any ways customer calls in today because of the size of his billing. He says the bill is to high and wants to know why. So I explain to him the minutes he was over on the account and he says there is no way he should be over. He then starts going off that the prior rep should have told him that he used to many minutes and not recommend changing the plan. Okay the guy is not near enought minutes this month to go over. And we make recommendations.
So this guy says that hew as told he had enought mintues and he would be fine. The guy changed his plan 3 days into the billing cycle, we would not know what he was going to do and he was suspending lines. We tell our customers how to check minutes and if they go online they can look. His reasoning is that he just uses his phone and any issues he calls us about. I told him that I would waive half the overages but no more since he had the options to check his minutes and if it was for a time when he had changed the plan after this is differnt.
He starts going over that I'm being technical and that we should not hold him to overages when the rep told him he would be fine. Anyone looking at his bill would see that he was going over but if the customer asks for the plan to be changed we have to do what they want. I ended up giving the half but he still wanted more. I told him once more he had the options to check and it was his responability.
Goes to show if you have a cell phone watch your minutes if you know how many you have to use.
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