Tweet
So a small background on my jobs payment plans. They are offered on many items ranging from 2 to 6 months of payments depending on the item. If the payment gos late, you are blocked from making an order till you are current. That happens by either it rebills when the system retries it a week later or the customer calls in to take care of it. Simple.
I get this call and the pull up the item and place it on order. Get her telephone # to pull up her account. Here is where it gets suspicious.
Two accounts pop up both have the same telephone #, address, first name, and last name. The only difference is the middle name. The slightly older account as the middle initial A, the younger account has the word mother in the middle name.
The customer states that she is the mother and I select her account. Up pops a past due block, but she doesn't have anything past due. This happens sometimes due to having a block, it clears and the system glitches and doesn't remove it. However, this wasn't the case. The account that she says belongs to her daughter had lots of money owed to us. Someone determined or believes (I don't make those calls) that they are one and the same person.
The annoying part was when I had to explain over and over again that while she didn't owe us the money, it was the fact that save for a middle name, the customer info is identical, and that is why she can't order. The accounts are linked and until her daughter gets current we can't do anything. So then she asks me if we want her to throw her sick daughter out of her house so she can shop because she always shops with us. It was lather rinse repeat. I had to tell her over and over that she needed to talk to customer service in the morning to see if anything can be done. Right now, nothing can be done. Which started her up again.
I get this call and the pull up the item and place it on order. Get her telephone # to pull up her account. Here is where it gets suspicious.
Two accounts pop up both have the same telephone #, address, first name, and last name. The only difference is the middle name. The slightly older account as the middle initial A, the younger account has the word mother in the middle name.
The customer states that she is the mother and I select her account. Up pops a past due block, but she doesn't have anything past due. This happens sometimes due to having a block, it clears and the system glitches and doesn't remove it. However, this wasn't the case. The account that she says belongs to her daughter had lots of money owed to us. Someone determined or believes (I don't make those calls) that they are one and the same person.
The annoying part was when I had to explain over and over again that while she didn't owe us the money, it was the fact that save for a middle name, the customer info is identical, and that is why she can't order. The accounts are linked and until her daughter gets current we can't do anything. So then she asks me if we want her to throw her sick daughter out of her house so she can shop because she always shops with us. It was lather rinse repeat. I had to tell her over and over that she needed to talk to customer service in the morning to see if anything can be done. Right now, nothing can be done. Which started her up again.
Comment