So I work on a call center for a local utility company (gas & electric) and I got the following call today.....
SC: You got it!
Me: That's right!
SC: I just brought my 2 year home from the hospital, and you guys turned off my power again (this is where I knew it would get interesting...)
Me: I can help you with this, may I have your address and name please?
**I get the standard information then let her know I'm taking a quick look at the account...While scanning the account, I see that just 6 weeks ago, she was turned off and arranged for social services to pay $1100 to get her service back on....at the time, $1100 was just the past due and not the full balance. She is now two months past due again. **
Me: Well Ms. SC, I see that your service was turned off today for non-payment.
SC: You've got to be kidding!! (I just love it when they say this!) I **JUST** paid you guys $1100 to get my service back on! I haven't even received a bill!!
Me: **At this point, I explain to her that we've sent two notices by mail (she claims she never received) and we tried to call twice (her phone number changed and she didn't notify us) She also goes on and on about how **SHE** just paid us $1100!! I point out that at the time her service was restored, she had a remaining balance of $XXX.XX and that it's been **6 WEEKS** since then and if she hadn't received a bill, she should have called us.
THEN, she says those magic words again....
SC: But **I** just paid you guys $1100!! My daughter is sick, what am I going to do??
Me: Ma'am, I show that **SOCIAL SERVICES** paid $1100 to get your services back on 6 weeks ago, and I suggest that if you need electric because your daughter is ill, you contact social services as soon as possible because your service will not be restored until $XXX.XX is paid in full. Deposit and reconnection fees are **NON-NEGOTIABLE** Is there anything else I can help you with?
SC: <gasp> ......<click>
I guess I told her!
SC: You got it!
Me: That's right!
SC: I just brought my 2 year home from the hospital, and you guys turned off my power again (this is where I knew it would get interesting...)
Me: I can help you with this, may I have your address and name please?
**I get the standard information then let her know I'm taking a quick look at the account...While scanning the account, I see that just 6 weeks ago, she was turned off and arranged for social services to pay $1100 to get her service back on....at the time, $1100 was just the past due and not the full balance. She is now two months past due again. **
Me: Well Ms. SC, I see that your service was turned off today for non-payment.
SC: You've got to be kidding!! (I just love it when they say this!) I **JUST** paid you guys $1100 to get my service back on! I haven't even received a bill!!
Me: **At this point, I explain to her that we've sent two notices by mail (she claims she never received) and we tried to call twice (her phone number changed and she didn't notify us) She also goes on and on about how **SHE** just paid us $1100!! I point out that at the time her service was restored, she had a remaining balance of $XXX.XX and that it's been **6 WEEKS** since then and if she hadn't received a bill, she should have called us.
THEN, she says those magic words again....
SC: But **I** just paid you guys $1100!! My daughter is sick, what am I going to do??
Me: Ma'am, I show that **SOCIAL SERVICES** paid $1100 to get your services back on 6 weeks ago, and I suggest that if you need electric because your daughter is ill, you contact social services as soon as possible because your service will not be restored until $XXX.XX is paid in full. Deposit and reconnection fees are **NON-NEGOTIABLE** Is there anything else I can help you with?
SC: <gasp> ......<click>
I guess I told her!
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