I get so many calls on this I can't list them all, but I'll single out this one particular lady who called in yesterday about (what else?) her bill.
DL (dumb lady): "Why is my bill so high?"
Me: "well let's see...ah! You went over your minutes quite a bit, you were billed for 200 minutes overage."
DL: "but I'm supposed to have 500 minutes"
So I see on the bill she was given credit for 376 plan minutes, which would seem unusual on a 500 minute plan, BUT: She'd changed plans mid cycle, on the 21st of the month, so when that happens, we divide the plan minutes by 30 to get the minutes per day and she would have received 21 days worth of mintues on her ORIGINAL plan and 9 days worth of minutes on her NEW plan, in this case, 176 minutes on the new plan. So I explain all this.
DL: "The lady told me that on the 21st I'd be on a 500 minute plan!"
Me: "That's true, the plan did come into effect on that date but you didn't get 500 minutes from then to the end of the month, only 176."
DL: "But WHY???? You're screwing me out of minutes! I'm supposed to have 500!"
Me: "Yes ma'am, but the plan is 500 minutes for the whole MONTH, not 8 days."
Lather, rinse, repeat at least EIGHT times. I offered her a credit for part of the overage charges (not something I usually do, but she was really forcing the call to drag on) but nope that wasn't good enough, she bitched at me again about she's being screwed and hung up.
You know I might've tried explaining to her that if we were going to give her 500 minutes for 8 days, then her plan should be about 1750 minutes a month by that math, but then she'd just scream that we're screwing her out of MORE minutes, no doubt.
This is a simple concept, it also comes into play money wise, for example if you are on a $100 plan half of the month and a $50 plan the second half, your total bill for the month is $75 (half of 100 plus half of 50).
WHY DOESN'T ANYBODY GET IT??? It's the logical way to do it, you pay for the service the way it's set up on any given date. If you change the service, your charges change on the same date the service does.
DL (dumb lady): "Why is my bill so high?"
Me: "well let's see...ah! You went over your minutes quite a bit, you were billed for 200 minutes overage."
DL: "but I'm supposed to have 500 minutes"
So I see on the bill she was given credit for 376 plan minutes, which would seem unusual on a 500 minute plan, BUT: She'd changed plans mid cycle, on the 21st of the month, so when that happens, we divide the plan minutes by 30 to get the minutes per day and she would have received 21 days worth of mintues on her ORIGINAL plan and 9 days worth of minutes on her NEW plan, in this case, 176 minutes on the new plan. So I explain all this.
DL: "The lady told me that on the 21st I'd be on a 500 minute plan!"
Me: "That's true, the plan did come into effect on that date but you didn't get 500 minutes from then to the end of the month, only 176."
DL: "But WHY???? You're screwing me out of minutes! I'm supposed to have 500!"
Me: "Yes ma'am, but the plan is 500 minutes for the whole MONTH, not 8 days."
Lather, rinse, repeat at least EIGHT times. I offered her a credit for part of the overage charges (not something I usually do, but she was really forcing the call to drag on) but nope that wasn't good enough, she bitched at me again about she's being screwed and hung up.
You know I might've tried explaining to her that if we were going to give her 500 minutes for 8 days, then her plan should be about 1750 minutes a month by that math, but then she'd just scream that we're screwing her out of MORE minutes, no doubt.
This is a simple concept, it also comes into play money wise, for example if you are on a $100 plan half of the month and a $50 plan the second half, your total bill for the month is $75 (half of 100 plus half of 50).
WHY DOESN'T ANYBODY GET IT??? It's the logical way to do it, you pay for the service the way it's set up on any given date. If you change the service, your charges change on the same date the service does.
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