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October 07, 2004
Customer Service redux
When last we left Verizon, a payment made in June had yet to be credited to Deb’s account.
Last week, I was informed that the fax I sent was received and passed on to a woman who handles this sort of thing. However, she claims never to have received it and closed the inquiry rather than ask its whereabouts. That was August. In my follow up, the nice guy from August, had his copy of the fax, and walked down a fresh copy to the woman that day. He called back to happily tell me the payment has been properly credited.
The following morning, Deb checked her account on line only to discover that yes, the payment was credited but the late fees had yet to be deducted. Another call to my new best friend Marc, and they were waived.
Yesterday, I get my on line bill for my own account. And suddenly I’m debited the exact amount that was the missing June payment. So, it’s back on the phone this morning to Verizon, and I speak with a new Mark. For the record, both couldn’t have been nicer or more polite, making certain they and I understood what was happening. This was almost model perfect customer service.
Today’s Mark studied my account and Deb’s side by side. Here’s what we discovered: the June payment, despite having only Deb’s account # on the check, was credited to my account. Now in July, I was altering my account -- spinning off Kate and adding Robbie --so when a lower than normal bill arrived that month, I thought it was all part of the changeover since a partial payment was being added to the August bill. Only now is it clear that I had been carrying an inaccurate credit.
Once Mark figured this out, I authorized a payment that now closes out the sad story. However, since I complained publicly about customer service at Verizon, I figured it’s only fair to share the happy ending.
Posted by Bob Greenberger at October 7, 2004 04:59 PM
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Comments
Good to learn the problem's been resolved!
Yours,
Dwight
Posted by: Dwight Williams at October 8, 2004 01:01 PM