Words to the Wise: Double Check Information
In dealing with the vast number of “customer service” centers of the companies you do business with, you should always double check any information given to you over the phone—-even if it means hanging up and calling the 800 number a second time!!!
Why? It’s simple, many of the people who answer customer service calls don’t know their employers products and/or services well enough to answer questions correctly. Additionally, even if they do have the correct answers, they may not communicate them to you effectively, if at all.
An example of this type situation just happened to me. I have an account that is due on the 15th of each month. The statement for October did not arrive and, being busy like most of us are, I didn’t realize that I hadn’t received the monthly statement or made payment until after the 15th. Concerned about late payments and derogatory credit, I called the company and explained I had not received the statement.
What I found out was the address on the statement was not correct and I had not previously noticed it. The slight difference in the printed address and my correct address could have resulted in the statement not being delivered timely. Mistakes and oversights happen—I understand that, what I could not understand were the comments made by the so-called “customer service” representative that I spoke to when I called the company’s 800 number.
His response to my pointing out the incorrect address on the statement, that I had not received it so, therefore, had not made a payment on the 15th was inexcusable. He made a snide remark that I should make the payment whether I have a statement or not. Just like most everyone else I know, the statements that come each month are my “reminders” and since life is often extremely busy it is easy to overlook a particular payment if your “reminder” doesn’t show up.
In addition, he refused to admit that the billing address on the statement was incorrect. As my frustration and anger grew, the only thing beneficial he offered was the fact that there was a 10-day grace period and since the payment could be made over the phone, if I paid it within that time-frame there would be no late charge. He then gave me two phone numbers. One to fax him a copy of an old statement showing the incorrect address and one to use to make my payment over the phone. BOTH NUMBERS WERE INCORRECT.
I called the 800 customer service line, again, waited on hold listening to bad musak forever, again, and, finally, I got another representative on the phone. This individual was much more helpful and offered some real information. The address problem would require further documentation, despite what I’d been told by the first guy. The 10-day grace period was correct information but I needed the right number to call to make the payment over the phone which she gave me. She apologized for my experience during the first call. She, too, was puzzled by the poor service and wrong numbers I was given the first time.
I then called to make my payment over the phone, got a confirmation number and called back to double check that the account had been credited appropriately. Three phone calls for one payment problem is better than a late payment being reported to your credit!
So, I encourage you, even if your experience calling a customer service department on one of your credit accounts has been positive, to make a follow-up call to ensure that a) the information you were given the first time is accurate, b) that any credits, corrections, etc. have actually been made to the account, and c) your contact information in their records is correct and complete.
Without confirmation, you don’t really know if your account problem has been addressed or not when dealing with companies over the phone. Calling a second time and questioning any problems, corrections, and/or credits will help ensure that your account remains in good standing.
ALWAYS document your calls well. Make notations of the date, times and name of the person you speak with each time you call. If necessary, ask to speak to a supervisor, to confirm information or address a problem.
Double check all information, just to be sure!