Ridiculous Call of the Day (Volume II), 03/10/20

In addition to customers who are upset, I deal with complex company processes that sometimes exacerbate the situation. Occasionally, as in today’s situation, I play clean-up for previous representatives who provide incorrect information/expectations to customers.

Today, a customer in Texas called who was cut for non-pay (CFNP) last month. Texas rules allow us to charge additional security deposits that are much larger than other jurisdictions — $370 in this case, compared to up to $50, elsewhere. BP paid her past due balance shortly after she was disconnected but b/c of a company error, she was not reconnected until 4 days later & the addtl sec dep of $370.00 appeared on her next bill. This prompted her to call last Fri and the previous representative submitted a request to waive the security deposit but failed to see that the account didn’t qualify for a waiver b/c the srvc was disconnected. We can only waive the deposit when customer pays after last day to pay but prior to the srvc being CFNP. I apologized & provided correct information regarding our inability to waive the deposit but let’s just say the customer was not very happy with the situation.

Comment: I’m far from perfect, but just sayin, I’d appreciate if everyone would strive to be as consistently attentive to details as me & provide correct information. Playing clean-up is tough, especially when we make an error & the customer suffers consequences for it.