I work for a company that has quarterly fees... under $100 per quarter for a TON of cool and useful stuff, along with getting tech support for the program 7 days/week.
I'm one of the ever-so-happy people who answers phones, provides customer care (do I care?), and tech support for our program.
The most recent bill was invoiced out on June 1st, due by June 30th. We give a 10 day grace period and then turn service off for non-payment. Since the 11th fell on a Friday this month, we extended the grace period to Monday July 14th before we shut anyone off.
The last two days have been HELL. 10 hours of hell each day.
Everyone calling in either "forgot" to pay their bill or "never got the bill." Ok... we bill quarterly.... that's every three months for the customers without brain cells (most of them) and the due date is always the same unless something like this month happens and we GIVE YOU EXTRA TIME TO PAY. And we give you daily notifications when you log into our system that the bill is due.... one when the invoice is first sent out letting you know that you have a bill due. Then, starting on the 25th or 26th, you get notices EVERY MORNING that a bill is almost due. Then, after the 30th, you get daily notices that your bill is PAST DUE and that your service will be interrupted if you don't pay.
So they don't pay.
And they call me.
Too things happen:
1) They bitch that they don't have the money and want me to either pay their bill or turn off their service without paying. ummm... NO
or
2) They pay the bill online, and bitch about having to wait up to 2 hours (it's anywhere from 15 min - 2 hours) to have their service reactivated. And want me to turn it on. And SCREAM when I tell them that I can't and no one here can, and it's automated, and the info has to come over from an outside vendor.
Every three months, I get this.
Yesterday, we shut off almost 3000 people... so, yeah, people not happy. And I have a migraine. Sorry that this is boring, I just needed to vent.
I'm one of the ever-so-happy people who answers phones, provides customer care (do I care?), and tech support for our program.
The most recent bill was invoiced out on June 1st, due by June 30th. We give a 10 day grace period and then turn service off for non-payment. Since the 11th fell on a Friday this month, we extended the grace period to Monday July 14th before we shut anyone off.
The last two days have been HELL. 10 hours of hell each day.
Everyone calling in either "forgot" to pay their bill or "never got the bill." Ok... we bill quarterly.... that's every three months for the customers without brain cells (most of them) and the due date is always the same unless something like this month happens and we GIVE YOU EXTRA TIME TO PAY. And we give you daily notifications when you log into our system that the bill is due.... one when the invoice is first sent out letting you know that you have a bill due. Then, starting on the 25th or 26th, you get notices EVERY MORNING that a bill is almost due. Then, after the 30th, you get daily notices that your bill is PAST DUE and that your service will be interrupted if you don't pay.
So they don't pay.
And they call me.
Too things happen:
1) They bitch that they don't have the money and want me to either pay their bill or turn off their service without paying. ummm... NO
or
2) They pay the bill online, and bitch about having to wait up to 2 hours (it's anywhere from 15 min - 2 hours) to have their service reactivated. And want me to turn it on. And SCREAM when I tell them that I can't and no one here can, and it's automated, and the info has to come over from an outside vendor.
Every three months, I get this.
Yesterday, we shut off almost 3000 people... so, yeah, people not happy. And I have a migraine. Sorry that this is boring, I just needed to vent.
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