vB Easy Archive - "But But But, I DIDN'T USE THOSE MINUTES!!!", sir/mam yes you did, it says so here.

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"But But But, I DIDN'T USE THOSE MINUTES!!!", sir/mam yes you did, it says so here.
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Posted by: Telegraph

How many times has this happened to you before?

1. Customer walks in complaining about a ginormous bill?
2. Customer disputes the calls that are made.
3. Customer INSISTS that the calls were not made.

What do you guys say to the customer? Please no, "default to care" resolutions.... the customers come to you for a reason, to provide care... I mean, i've gone through an entire bill step by step with a customer to what......still have the customer dispute the charges. Any tips?

Posted by: DruB

well if i may add to what you said, i love it even more when their service is suspended and they'll get all this stuff out and then at the end say. . ."oh, this is for business too." Is this the magic line that is supposed to make us turn your phone back on? Persoanally, I think all theses people "running their businesses" from their cell phones are idiots. . .do they really want to risk their million dollar deals on a cell phone? That has to be my fav. line customers give

Posted by: ivwshane

I had one guy come in and swear he wasn't making international calls on his phone (he was foreign too). I showed him on his bill when they happened and what number he called. He refused accept the fact he or someone who had access to his phone made those calls. After arguing back and forth I referred him to the fraud department.

He came in a few months later and I pull up his account and sure enough he had international dialing added to it.

I can't stand liars and people that wont take responsibility for their actions.

Posted by: cellboy42

Number 1......I call the numbers on his bill and ask the people if they know him.

Number 2......I pull up his recent call list in the phone, and match to the bill.

Number 3......I remind him that some random computer didn't choose his bill this month to randomly add charges that were not there. If you locked your phone in a safe for 30 days. You would have 0 calls. Go ahead, try it.

Number 4......I remind him that we are on quota in the stores and that any billing nightmares need to be reported to the billing department since we don't print bills at the store.

Number 5.....I ask him, " If you finance a car through Ford Credit, and they overcharge you $800.00, do you return to the car salesman and ask him to call Ford Credit and fix it?"

Number 6......I scan monster.com while pretending to look at his account and wonder how I can make more money without dealing with the general public while working 8-5.

Number 7......I drop a hit of acid in hopes that the pain of wireless retail will spin away in a kalidescope of fancy colors and funny animals.

Number 8......I remind Tripy that he needs to redesign his signature tag before he loses any more credibility on his phone choices.

Number 9......I search endlessly for the spell check feature when I post my random babbling (SP?) on HOFO.

Number 10.....I remember how cool I used to be when this was #1 for a few weeks before some a$$monkey locked it.......http://www.howardforums.com/showthread.php?t=677660

Posted by: .7

Quote:

Originally Posted by SuxBeingU

Next time tell him to go wait for 45 mins in the lobby you'll call. Put him in a smaller colder room for another 20 mins while you and a coworkers stand outside the door and talk about him. Then you'll spend 10 minutes with him tops and charge him 800.00. BUt he'll need to come back in another 3 weeks just to make sure everythings going ok

EXACTLY!!!

Posted by: stevOh

Filter the customers call log by duration of minutes. All those 30 and 45 minute calls read off the number and ask the customer if they recognize the number. If they dont or deny calling that number. Dial the number in there phone and see if the phonebook name associates with it. If not call the number up using your work phone and tell who ever answers that there is currently a billing dispute between Cingular and X customers name. If the person know the customers they will realize it was someone they know and the case is closed. Works every time.

Just for your Info: In 4 years I've only seen one case were a customer was overcharged due to a billing error that involved deducting minutes when a voicemail was deposited.

Posted by: UnwiredOne

Quote:

Originally Posted by DruB

well if i may add to what you said, i love it even more when their service is suspended and they'll get all this stuff out and then at the end say. . ."oh, this is for business too." Is this the magic line that is supposed to make us turn your phone back on? Persoanally, I think all theses people "running their businesses" from their cell phones are idiots. . .do they really want to risk their million dollar deals on a cell phone? That has to be my fav. line customers give

That's why there's Call Forwarding and Prepaid

If it's a million dollar deal then but a prepaid and have the phone call forwarded to that one. If they haven't paid their bill then it wasn't a million dollar deal!

Posted by: VOLVORacr

Mentioning the fraud department usually works for me. I think they realize that if they are wrong they will feel like fool.

Posted by: BellaDea

i had a gentleman that tried to argue with me that we should credit back the minutes that were used when a call failed on his end. He said I would tell cause he'd call the number back again. I found ten (out of maybe 50-70 he pointed out in a 3 month period) and told him we'd be glad to give him the $4. he felt like an idiot but being smart he went to another store and somehow picked out the lazy rep that would just credit the whole amount back and not research the bill...........

Posted by: VOLVORacr

Quote:

Originally Posted by mo162

i had a gentleman that tried to argue with me that we should credit back the minutes that were used when a call failed on his end. He said I would tell cause he'd call the number back again. I found ten (out of maybe 50-70 he pointed out in a 3 month period) and told him we'd be glad to give him the $4. he felt like an idiot but being smart he went to another store and somehow picked out the lazy rep that would just credit the whole amount back and not research the bill...........

The system will automaticallt credit a customer back for 1 min if they call the same number back w/ in 5 min. But if the call drops the person who initally placed that call need to call back to get the credit.

Posted by: cingtd

Quote:

Originally Posted by VOLVORacr

Not!!! All cellular providers cannot and do not guarantee service. The customer is not due credit for dropped calls in your example. If you have actually viewed call detail you will be able to confirm that.

Posted by: DjDynasty

Quote:

Originally Posted by stevOh

Filter the customers call log by duration of minutes. All those 30 and 45 minute calls read off the number and ask the customer if they recognize the number. If they dont or deny calling that number. Dial the number in there phone and see if the phonebook name associates with it. If not call the number up using your work phone and tell who ever answers that there is currently a billing dispute between Cingular and X customers name. If the person know the customers they will realize it was someone they know and the case is closed. Works every time.

Just for your Info: In 4 years I've only seen one case were a customer was overcharged due to a billing error that involved deducting minutes when a voicemail was deposited.

I have 1 line that deducts anytime minutes for mobile to mobile minutes. every month I call in about it, and every month they credit for the overage. They can't figure out why, Now I deal with a rep at corporate, she just knocks off 50% of my total bill every month for the problem.

Posted by: digitalslurp

Quote:

I have 1 line that deducts anytime minutes for mobile to mobile minutes. every month I call in about it, and every month they credit for the overage.

Do you have unlimited mobile 2 mobile? If you do doesn't seem like it would be a problem.

Posted by: DjDynasty

Quote:

Originally Posted by apok

Do you have unlimited mobile 2 mobile? If you do doesn't seem like it would be a problem.

Yes I do, but for some reason, it keeps misbilling the calls. Just like 312-***-**** has to get billed 25c per text message for international text message to send a text message to 312-***-**** (the other phone on the account) rather than deduct out of the text bucket, and then call customer care every single month and have the charges corrected. Doesn't matter, I have a 149.99 plan, because of this problem that just suddenly started happening in april, I now only pay 49.99. I get a $100 credit every month for the inconvinence.

Posted by: shortyd999

Quote:

Originally Posted by cellboy42

Number 10.....I remember how cool I used to be when this was #1 for a few weeks before some a$$monkey locked it.......http://www.howardforums.com/showthread.php?t=677660

SHHHH!! Non mod members of HoFo cant discuss why a thread was lock. Even though i read that particular thread and didnt see the reason but.....**closes mouth and sits down**

Posted by: kilowatt

Quote:

Originally Posted by cellboy42

Number 1......I call the numbers on his bill and ask the people if they know him.

Number 2......I pull up his recent call list in the phone, and match to the bill.

Number 3......I remind him that some random computer didn't choose his bill this month to randomly add charges that were not there. If you locked your phone in a safe for 30 days. You would have 0 calls. Go ahead, try it.

Number 4......I remind him that we are on quota in the stores and that any billing nightmares need to be reported to the billing department since we don't print bills at the store.

Number 5.....I ask him, " If you finance a car through Ford Credit, and they overcharge you $800.00, do you return to the car salesman and ask him to call Ford Credit and fix it?"

Number 6......I scan monster.com while pretending to look at his account and wonder how I can make more money without dealing with the general public while working 8-5.

Number 7......I drop a hit of acid in hopes that the pain of wireless retail will spin away in a kalidescope of fancy colors and funny animals.

Number 8......I remind Tripy that he needs to redesign his signature tag before he loses any more credibility on his phone choices.

Number 9......I search endlessly for the spell check feature when I post my random babbling (SP?) on HOFO.

Number 10.....I remember how cool I used to be when this was #1 for a few weeks before some a$$monkey locked it.......http://www.howardforums.com/showthread.php?t=677660

that's great post.

Posted by: magiteck

Quote:

Originally Posted by cingtd

AT&T Wireless always gave automatic 1-minute credits for dropped calls, if the customer called back within a few minutes.

I believe Alltel gives these credits too.

Sprint PCS offers customers I believe a $0.50 credit if they call in complaining about a dropped call.

It's a shame if Cingular doesn't offer dropped call credits. I've actually never had a customer ask!

Posted by: cingtd

Quote:

Originally Posted by magiteck

And that means what??? Those carriers may offer that but that is not Cingular's policy. Since when does any carrier guarantee that you will never get dropped calls? Part of the issue is that since we cannot see calls in real time we cannot verify that the call dropped the same day.