This is why I never had any type of billing job...

[harrisburgpatv]

..am I missing a simple concept here?

Back in December, I received a "one time $20 credit" on my account. The $20 appeared as a balance to start my January bill. No big deal. So in January I went to the online chat and asked if there could be any discount on the $25 receiver fee (since my 2-year agreement ended, so did the discount). The online chat rep said no, but she would give me a one-time $50 credit. I told her what happened the previous month, where the $20 balance showed up on the January bill and was added to it. Not wanting it to happen again, I asked if I got this credit, would it show up on the next bill. "No it will not do that!" was the answer. In case I would need to, I saved the chat log as well.

Against my better judgement, I let her put it on. What appears on this month's bill? You guessed it, a $50 balance. I can't imagine that's how this is supposed to work...

 

[harrisburgpatv]

Here is the bill.....I see the $50 deduction as promised, but I see a $58 balance too..Did the two cancel each other out?

 

[maestro7]

Here is the bill.....I see the $50 deduction as promised, but I see a $58 balance too..Did the two cancel each other out?

My only recommendation is to do everything of substance (like this) over the phone.

I once had a chat whereby somehow the chat specialist construed me saying I wanted to change my account, which I didn't. When I called up about this asking to verify who made this change, they stated that chat transcripts were handled by corporate somewhere else and they had no way of confirming chat sessions.

Lesson learned. Be specific, and complete substantive requirements over the phone; they're notated in the account.

 

[peds48]

Here is the bill.....I see the $50 deduction as promised, but I see a $58 balance too..Did the two cancel each other out?

The $58 difference is because you UNDER paid you bill last month. You had a balance of $194 but you only paid $135.

 

[Mr Tony]

Here is the bill.....I see the $50 deduction as promised, but I see a $58 balance too..Did the two cancel each other out?

because you shorted the bill $58 yeah they pretty much "cancelled each other out"

Thats why when I was in billing for (at the time) Cingular Wireless unless it was a huge amount (like $100's) I always told folks to pay the amount on the bill and the credits will take care of themselves. If you short the bill you'll be more confused next month

 

[Claude Greiner]

because you shorted the bill $58 yeah they pretty much "cancelled each other out"

Thats why when I was in billing for (at the time) Cingular Wireless unless it was a huge amount (like $100's) I always told folks to pay the amount on the bill and the credits will take care of themselves. If you short the bill you'll be more confused next month

Exactly

Too many times I see people act too cheap and try to save a dollar here or there and try to pay a different amount, and it just leads to confusion.

I had 1 lady get disconnected for non-pay on a dish account once and couldn't understand why the bill was so high.

I had to print out 8 months of bills to show her that she was the problem and because she couldn't pay it on time and in full, the problem just kept escalating for several months before there was a big of enough balance to take the account into non-pay.

I had all the bills printed out on the counter, and we had to go from each bill and explained how the late fees and the partial payments effected the next bill.

The credits always work themselves out.

 

[Jimbo]

Exactly

Too many times I see people act too cheap and try to save a dollar here or there and try to pay a different amount, and it just leads to confusion.

I had 1 lady get disconnected for non-pay on a dish account once and couldn't understand why the bill was so high.

I had to print out 8 months of bills to show her that she was the problem and because she couldn't pay it on time and in full, the problem just kept escalating for several months before there was a big of enough balance to take the account into non-pay.

I had all the bills printed out on the counter, and we had to go from each bill and explained how the late fees and the partial payments effected the next bill.

The credits always work themselves out.

What, mean for example if their bill is $100 and they only pay $30 pm they wonder why things get shut off ?

 

[harrisburgpatv]

Thanks for the input guys! HR34 (with faulty HDMI) has been replaced, HR44 works great, so life is good...