One of the most irksome pet peeves I have is having to deal with my communication companies on an ongoing basis for wrong billings. And why is it that communications companies are notorious for their computer systems not running effectively?
Every time I make the slightest change to one of my services, ie: home phone, mobile phone, internet or cable TV, the next bill I receive is NEVER the correct amount. Why is this so irksome? Because after wasting hours on the phone with one of these providers to initially make the changes, and after receiving confirmation that my new bill will be just as promised, it never is.
Every time I have to phone one of these companies I almost need to take a Valium just to deal with these companies. In January I called my home phone/internet provider, Bell Canada, to let them know that I was leaving and no longer interested in making a mortgage payment to them. I got put through to loyalty, because of course they don’t want to lose us to the competition. Although I wasn’t thrilled about their offer of compensation, it was $35 cheaper than the current bill and being that I don’t have the head for this nonsense, I accepted their offer before I’m ready to tackle cutting off the home phone line altogether and moving my internet to my mobile/cable TV provider, Rogers, whom I have to admit, are far more generous with their customer service and savings.
I don’t need to share the expletives that came out of my mouth when I opened my Bell bill today and found it $40 higher than it should have been, knowing full well I’d have to leave my work aside and fight for my rights once again.
I am usually quite disciplined at holding back my temper while attempting to reach resolution, but today’s episode could not keep me from holding my tongue. Maybe it’s because of this flu I have going on day 6, maybe it’s because I’m tired of doing their job, and mostly because calling these people is a HUGE timesuck!
So I ventured the phone call and was greeted by a rep who grilled me first on my life story once again after having listened to a damned recording asking me all the same questions prior to him picking up the call where I awaited an answer for 15 minutes. I proceeded to let loose about the WRONG amount on the bill and the amount it should have been, mentioning all the notes and references to the previous call where this new price was set up in January. He asked me several questions as the clock ticked away and my anger rose, I told him to CHECK THE DAMN NOTES! This call went on for the better part of an hour where I had to leave my current work to investigate their mistake . . . again. I reminded him I don’t work for Bell, Bell doesn’t pay for my time and I’m tired of their incompetence. More apologies, more waiting. I stood and listened to the dead silence for 10 minutes before I asked. “Helloooooooo is anyone there???”
He replied, “Sorry Miss, our computers seem to be running so slow today,” something I hear every bloody time I have to call these companies.
I lashed out – “I don’t get it. Every time I call you people your computers are down or slow, what kind of communication company are you? I work on the damned computer 18 hours a day and have no issues.”
He apologized over and over. I told him what the bill should be and that was all I was going to pay and that I was hanging up and he could deal with the issue that I had no time to wait for something I’m right about. He blabbed on about how great their service is and sometimes we have to pay more for that. I almost barfed, but responded, “I don’t really give a shit what goes on behind your scenes, I only know that I was guaranteed what my monthly bill should be and it’s not. I also told him that I feel sorry for the many customers who I’m sure don’t check their bills thoroughly and just pay them with bogus charges on them. Again silence.
By then I wanted to tear my hair out. But I left him on speaker phone and went back to the computer to work. Then the rep asks, “How is your weather there?” Really?????????? Like you really give a crap, just making small talk to fill in the long wait gap.
I didn’t say that but did respond with a gruff voice, “My weather is fine!” About 10 minutes later I hear, “Have you seen any good movies lately?” That was it for me. I exploded at him.
“NO, I don’t watch movies.” Of course that was a lie, but I wasn’t about to start idle chatter with him while I was trying to work because he couldn’t get his computer to locate all the notes on my account. I further added, “Look, stop asking me insignificant questions to fill in your dead air time. I’M BUSY! Do you think I’m actually sitting here for an hour waiting for you? I’m working while I wait!”
Yes, maybe I was harsh. but maybe I wasn’t. This isn’t a one off event with these companies. If people would do their jobs properly when deals are made, us consumers wouldn’t have to backtrack every time a new bill comes in and have to remind them what our bill should be.
Okay, I feel better now that I shared this, lol. But I do wish there was a solution to these nonsensical happenings. I wish companies would do their jobs properly, and at the very least. hire competent people in billing so we don’t have to waste our time chasing them down for their errors. Nobody there is paying for our time!
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