State of Denial
Me: Thank you for calling <red checkmark>, how can I help you?
SC: Yeah, I just got a couple of messages saying I've reached my data limit and you've added more and charged me for it. I want to decline that.
Me: *record scratch*
Me: Decline it?
SC: Yeah, I'm trying to watch my bill and I don't want any data overages so I just want to decline the charge and turn off the data until my cycle starts again.
Me: I apologize for any confusion sir but you cannot decline a data overage charge. The message indicated you were over 100% of your plan limit and used extra. So you were charged $45 for the extra. Now if you want to look into a higher data plan, it's possible we can--
SC: I don't WANT TO PAY for any extra. Is this really so hard to understand?
Me: No, not at all but the data overage rate is an included part of the plan you agreed to. There's no option to opt out or decline it.
SC: No, uh uh. That ain't right! That ain't fair! I'm not even sure that's legal. Don't I have the option to decline any charge before I pay the bill?
Me: No sir, there is no such <red checkmark> policy or law stating that.
SC: Now hold up. When I got this phone the guy at the store told me that if I went over my data limit I could just call you and you'd take care of it for me.
Me: Again, I apologize for the confusion but that's incorrect information. We generally don't credit for data overages. Now if you went back to the store and had that person contact us on your behalf or note your account we could easily take care of this.
SC: I don't even know if he works there anymore!
Me: I could look into it for you and find out.
SC: That shouldn't even be necessary. It was a dude in a <red checkmark> uniform at a store. I'm going by what he told me. If he told me wrong, that's not on me, that's on YOU. You need to make this right.
Me: The issue is sir I have no proof that you were told we'd take care of overages. If I had an account note to that effect I could do it no problem but there's no notes on that here.
SC: Are you calling me a liar?
Me: Not at all. I'm simply saying that regardless of whether or not what you are saying is true, if we don't have an official record of it we can't honor it. That's why I suggested you go back to the store. The employee you talked to there could fix this all up for you.
SC: I don't believe this, I don't believe this. You're going to bust my balls over $45 that I should NOT HAVE TO PAY??
Me: I might be able to--
SC: No, I don't want to hear it, I'm done talking to you. Good job dude, you just lost 5 lines to Death Star Wireless! *CLICK*
While I don't doubt that someone at the store MAY have told him that to make the sale, we also all know how well customers (don't) hear things so who knows?
Me: Thank you for calling <red checkmark>, how can I help you?
SC: Yeah, I just got a couple of messages saying I've reached my data limit and you've added more and charged me for it. I want to decline that.
Me: *record scratch*
Me: Decline it?
SC: Yeah, I'm trying to watch my bill and I don't want any data overages so I just want to decline the charge and turn off the data until my cycle starts again.
Me: I apologize for any confusion sir but you cannot decline a data overage charge. The message indicated you were over 100% of your plan limit and used extra. So you were charged $45 for the extra. Now if you want to look into a higher data plan, it's possible we can--
SC: I don't WANT TO PAY for any extra. Is this really so hard to understand?
Me: No, not at all but the data overage rate is an included part of the plan you agreed to. There's no option to opt out or decline it.
SC: No, uh uh. That ain't right! That ain't fair! I'm not even sure that's legal. Don't I have the option to decline any charge before I pay the bill?
Me: No sir, there is no such <red checkmark> policy or law stating that.
SC: Now hold up. When I got this phone the guy at the store told me that if I went over my data limit I could just call you and you'd take care of it for me.
Me: Again, I apologize for the confusion but that's incorrect information. We generally don't credit for data overages. Now if you went back to the store and had that person contact us on your behalf or note your account we could easily take care of this.
SC: I don't even know if he works there anymore!
Me: I could look into it for you and find out.
SC: That shouldn't even be necessary. It was a dude in a <red checkmark> uniform at a store. I'm going by what he told me. If he told me wrong, that's not on me, that's on YOU. You need to make this right.
Me: The issue is sir I have no proof that you were told we'd take care of overages. If I had an account note to that effect I could do it no problem but there's no notes on that here.
SC: Are you calling me a liar?
Me: Not at all. I'm simply saying that regardless of whether or not what you are saying is true, if we don't have an official record of it we can't honor it. That's why I suggested you go back to the store. The employee you talked to there could fix this all up for you.
SC: I don't believe this, I don't believe this. You're going to bust my balls over $45 that I should NOT HAVE TO PAY??
Me: I might be able to--
SC: No, I don't want to hear it, I'm done talking to you. Good job dude, you just lost 5 lines to Death Star Wireless! *CLICK*
While I don't doubt that someone at the store MAY have told him that to make the sale, we also all know how well customers (don't) hear things so who knows?
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