Okay, really this post has nothing to do with socks ('though I am wearing some!)
A couple of weeks ago I received a MASSIVE phone bill, almost $500 when out highest previous bill had been $150ish and the regular bill is closer to $80. I was completely floored, I nearly cried. There is just no way I could afford a bill like that and to maintain the service (ie I would have to pay it off so slowly that the service would be suspended until it was paid.)
Around 11 months ago the telco we use for our mobile phones was amalgamated with another telco (the one that gets the most complaints for those who are current affairs aware.) We never really took much notice of our call charges as they were always quite reasonable, this time though, I certainly had cause to check them out. When the amalgamation happened I was under the impression that all calls between the two telcos would now be included in our "cap"; ie calls between T and V would now be free as were calls previously between both of our T phones. (Anyone up with the guessing game! ;) )
People who know me well know that I have "phone issues" and "confrontation issues" so ringing a service provider to make a complaint is not something I've ever done before. "Financial responsibility" is FAR from being my middle name too, let me tell you. So for me to make this phone call was really a very big deal. I really don't know what possessed me but whatever it was - I liked it!
The first customer service person I spoke to offered me $50 credit on the bill once I said I was thinking of closing the account. After that offer I again said:
"ok, but I'm just not sure, we've been talking about closing this account and with this last bill, well, I really just can't afford it."
"If you don't mind holding for a moment, I'll speak to someone else here..." followed by...
"I have X here to speak with you and see what we can do about this..."
BINGO!
I explained to her that we had believed T to V calls were included in the caps we currently use and again stated that I was looking to close the account as I was not happy with this bill, nor the standard that new contracts allow this free communication within the came cap. She stated that all new contracts had that inclusion but people weren't automatically changed over to the new caps as they had higher call rates. Really, they should surely have OFFERED all existing customers the same deal as new customers, that is very poor customer service when customer retention is the easiest way to increase your sales. She did a bit of a verbal dance, I stood my ground, then she made me happy.
"What I can do, is waive the cost of those T to V calls on this account only, so you will be credited $370(ish), does that help you?"
Within a few minutes my phone bill had gone from nearly $500 to $130(ish)!
Unfreakingbelievable!
Happy dance!
Early this afternoon my time was worth around $750p/hour - who else gets paid that much?!
Got a problem with a bill from one of your service providers? It's well worth taking it up with them; the worst that can happen is they say "too bad, pay the bill", the best - you can AFFORD to pay the bill and save yourself a LOT of money.
