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One of the last calls of the day, of course: it's a simple request for an invoice that was missed with a side of complaining about the 10-minute hold (try the usual 30 to 40!) and the fact that there's a late fee for an invoice that wasn't received. Now she was cranky but I understand and so I was willing to waive the late fee if she would ask me. That's the frame of mind I decided to take. She decided to continue to be rude and missed out
She gave me the email she wanted the invoice sent to before I even got into the account. That's fine. However anytime I do anything on account or talk to someone I have to create a ticket. If I'm going to email you something it has to come from that ticket. If I'm creating a ticket and needs to go under someone's name. That person needs to be on the account and she wasn't. I asked for her information and got her name down but when I got to the phone number she gave me attitude. When I ask for it she answered "I don't know" snottily. And this woman sounded like she was in her 50s. I found another phone number on there and I said "I do have one here..." and she was snotty to that too. I was hoping she'd verify it but as it stands I have no idea if I put the correct number on there or not. Right after that she asked me if we were done yet. I didn't say no. I answered "I need to add you in order to make a ticket so that I can email this to you" and I don't remember her response but she hung up on me. All I knew was that I needed an invoice from February so I went into the system to figure out which number it was and there was no invoice for February. In fact, the way she had been talking, I believe she thinks that she's on monthly billing but she's on quarterly billing which explains why the last two payments were late. I sent her the last regular bill that I had with the invoice dates and due dates throughout the year. I let her know that the latest late fee was because the payment posted today. That was 11 days late. I realize she may not be the person who normally pays the bills but if she would have given me half a chance I could have straightened that out for her and waived her fee. Oh well...
She gave me the email she wanted the invoice sent to before I even got into the account. That's fine. However anytime I do anything on account or talk to someone I have to create a ticket. If I'm going to email you something it has to come from that ticket. If I'm creating a ticket and needs to go under someone's name. That person needs to be on the account and she wasn't. I asked for her information and got her name down but when I got to the phone number she gave me attitude. When I ask for it she answered "I don't know" snottily. And this woman sounded like she was in her 50s. I found another phone number on there and I said "I do have one here..." and she was snotty to that too. I was hoping she'd verify it but as it stands I have no idea if I put the correct number on there or not. Right after that she asked me if we were done yet. I didn't say no. I answered "I need to add you in order to make a ticket so that I can email this to you" and I don't remember her response but she hung up on me. All I knew was that I needed an invoice from February so I went into the system to figure out which number it was and there was no invoice for February. In fact, the way she had been talking, I believe she thinks that she's on monthly billing but she's on quarterly billing which explains why the last two payments were late. I sent her the last regular bill that I had with the invoice dates and due dates throughout the year. I let her know that the latest late fee was because the payment posted today. That was 11 days late. I realize she may not be the person who normally pays the bills but if she would have given me half a chance I could have straightened that out for her and waived her fee. Oh well...
Guess I must have been nice.
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