How to deal with BEV billing errors

  • Thread starter Thread starter Ex Agent EV
  • Start date Start date
Nemnoch there isnothing I could do... There has been a mistake on the bill and client was originally aware of the cost of the receivers. He knew all the way that he was paying less than he should have. Of couse he didn't call and mention it. Now we realised that there was a mistake and it's only normal that we charge the client the amount that he should already have paid

He could certainly call in and say he wants to leave, he woul probably get a reention offer just like any other client, but ould still have too pay that charge

JB1 as discussed in many other threads the SD extra feed was NEVER included with the HD Value Pack. Client who didnot suscribe to it got it by mistake for a certain period of time for free, then they got that message on the bill and have to suscribe to get it just like it always was. The second HD feed is included in the HD Value Pack
 
The big problem at EV is that the agents on the phone can't apply a credit right away...what they do is request, that gets to the credits and billing departement and a THEY decide whether the credit is applied or not. Often the credit is requested in the wrong application, or the note is not clear as to what the request is, and for that reason the credit gets refused. Unfortunatly the agent doesn't receive a notice when a credit is denied, so he doesn't know and can not do anything to reaply a new one. Also agent are not provided a list of the account they dealt with each y so that they could go back and verify what happen to provide a follow up.

If you ask for a supervisor you will get the supervisor of that agent, who would have to apply for th credit the same way the gent did. He can not apply a credit right away either.

The credits and billing departement doesn't take any calls, evan the agentsin the call center can not communicate with them. Sad lack of communication for such a big compagny. That departement is reached only via billing form (credit request) or fax

The best way to solve this issue will be to send a fax to the billing departement, clearl explaining the situtaion:
I had account 8455 1012 356 7891 at adress .......
I moved on the day/month/year (include lease, or purchase proofs of the house)
My account should have been transfer to adress .........
But instead they created a new account 8455 1012 3456 7891
With the result that i'm now being billed for the 2 accounts, but only receive 1 service
I'm also being billed for a receiver I had bought
R001234567 which I included the bill to prove the purchase

And then you write in big bold letters:PLEASE PUT A NOTE ON THE ACCOUNT UPON RECEPTION OF THESE DOCUMENTS, AND HAVE SOMEONE CALL ME BACK TO LET ME KNOW WHAT'S GOING ON

I will get the fax number of the billing departement and send it in private message
 
Very simple:Client wanted to return is rented 6100 and cancel the HD programming...

When the agent did the order to cancel he realised that the client has been charged 3$ a month rather than the
10$ a month for the 6100. Client is now upset that the agent told him he would get charged the 7$ a month he should have paid all that long


-Charges are stated on your contract, you signed and therefore agreed to those charge. It is unfortunate that we made a mistake, but you got a 6100, you pay a 6100!


How it happened? Probably when they entered the rental code in the system. They selected 4100 instead of 6100

 
Nemnoch I don't know how you make your calculation...if my First Call Resolution is at 80%that simply means that only 20% of my clients called back, for issues that my, or may not be related to the resao why they spoke to me. If I compare it to most of my collegue I'm doing good...
 
Now after just reading all 4 pages of this thread, here's my 2 cents.

This thread could be split into 2 different issues (a legal right, and good customer service).

It is evident that AEV is taking a legal stand (as most would when attempting to defend one's company they work for). BeV undercharged a customer and months later (maybe a year) realize this and wanted to be compensated. This would also be the case if say the Government made a mistake and refunded more than what you were supposed receive on your tax returns (Of course they will want their money back AND WOULD TAKE IT BACK). But does this all represent good customer service (this is the basis for everyone else's point since we are all mostly customers).

If Bev's quality audits were of true quality, then they should be measured highly on Good customer service. And if this were the case, that agent should have received a critical score for the call with Brooker. I am pretty sure if Bev's higher ups (upper management) were to have listened to this call, they would have expected BeV to suck up the cost of its mistake to insure customer loyalty. This only makes good business practice ($7 x 12 should not mean a lot of money compared to the revenue generated from that customer and could generate if that customer stays with Bev).

Is Bev wrong to expect to be compensated for its own mistake? Maybe, maybe not. Prehaps it would depend on the amount of loss in question. For $84, I would insure the approach would to be of good customer service.

djino
"I also do not work for Bell. I work for Dell :P"
 
If you were really working for Bell, like you pretend to be, you would know... Each week the quality analyst listen to a call, sometimes they decide to listen to more than oe and rate it based on Bell's quality grid. They then make an average quality rating each month



Wrong... Part of the score is obtained by solving the client's request and asking the customer if he is satisfied with the service. Here again if you were to work at Bell you should know that!


I don't know what you are saying there is all non sense to me... They calculate the First Call Resolution on every call... If a client calls back, as you are saying for any reason in the next 7 days you lost your First Call Resolution. A low First Call Resolution doesn't neccesarly means that the agent is not doing is jobs right... I think that 80% is pretty good... I'm curious to know what is your firs call resolution...true you don't even want to tell us in which section of Bell you are working!



You are certainly not the person who's gonna shut me up! I'll post as often I want for as long as I want. The only person that could stop me from posting will be the moderators if they decide to close my account (I don't see why they would)
 
I think its 6 months.... yes there are consumer protection laws in place. I know with Credit Cards its 6 months you have to dispute any charges... so I think this is the statute of limitations.
 
That happens so many times it is unbelievable.

You should see how these box's are handled at the Purolator Depot or if being transferred Truck To Truck in a parking lot.....lol

Patch up the box on the inside, put your receiver inside, do not forget the remote and cables, or you KNOW they will charge you for them.

Take the package to a Purolator Pick Up Center and please make sure you keep the sheet of paper that came with the Box. On the return Waybill there might be a small sliver of a sticker that also shows the Waybill Number, it there is, stick it on the sheet of paper, keep this safe, this is your proof that you have returned it. Have the Purolator people stamp the paper.

Check on-line at Purolator dot com for it being delivered, as soon as it shows delivered, call in to have a note placed on your account that it WAS delivered to NESA.

Then 6 months from now, you should finally get it confirmed they have found it.......lol

Chin up......
 
How do you get this idea?

There is nothing in Brooker's original post which gives any indication that he was aware of the discrepancy until he was informed by BEV.
 
Actually I think your right. I received my bill today, they charged me for the HD 6100 rental going back 6 months including this month at $10 per month. But at the same time I was still charged $3 per month for the same rental which wasn't credited back. So I called, and the csr cancelled and credited back the $3 rental month for 6 months also. S I asked her if the work order was still open I have for the 8th, it its. I asked her if the bill will be all paid up with no extra charges going on it next month. It will be, so she says. Also the charges I am paying now cover until Oct 8. I will then be credited the 6100 rental and programming fees from Sept 8- Oct 2. Sounds so simple right? We'll see.
 
Switch providers. Take your pick. Anything is better than Bell abuse. Agent, do you think that many customers are going to call because their bill isn't high enough????? If a company underbills a customer. It's the companys loss.
 
The retention departement will, of curse make you an offer, like giving you some months free or a discount for a period of time, but they are NOT the departement who will fix this issue, since this is a billing isue, not retention. You will be transfered back to a CSR if you are speaking to a retention agent and want a billing issue resolved since it's not their departement to resolve billing issue, their job is only to make the client an offer so that they don't leave BEV
 
Who should I blame for the incorrect billing?
I guess its the customers fault?
Why not show the same enthusiasm for correcting billing errors, as you do defending false accustations against CSR's
If there were no problems with your CSR's, there would be nothing to complain about
How about listening to what your customers problems, and try to fix the cause of the problem, instead of trying to defend , and turn it around and make it the customers fault
I know if I go to the gas station, and the price on the pump is different than the one inside of the kiosk, I pay the pump price, and the gas company "eats" the difference
It seems like Bell likes to redefine words to suit them
FULL HD?
CSR?
 
I decided to hit the reply button, but I have no idea what to say. Bell's a mess....I'm glad not to be a part of it.
 
Hahaha, I must say this one almost made me piss my pants!

Isn't that what you people always say when we call? "Don't worry, your credit will be on next month's bill." If it isn't then we get to call back more than 7 days after the initial call which only serves to raise your useless "first call resolution" stat which is a gross misrepresentation of your actual resolution rate and go through the same useless process again, to be told the same thing again, which is a lie (again).

You have no clue whatsoever what good customer service is and you represent everything that is wrong with how Bell treats their customers. Good customer service is NOT a statistic.

Like everyone else my billing was screwed up when I first subscribed to BEV. It took seven months and an unknown number of CSRs before I got one who actually understood what customer service is and successfully addressed my problem. Thankfully I didn't pay squat during that time (a very valid legal option in Qu
 
All the HD charges of the period after September 8th should be credited on your next bill
 
Brooker, you said "They could not find a 6100 rental contract."

Refuse to pay
You are NOT under any contract term with them, and make sure to record your next call with them, or at least get Agent Id#'s

-Charges are stated on your contract, you signed and therefore agreed to those charge. It is unfortunate that we made a mistake, but you got a 6100, you pay a 6100!

What contract?
So is he still obligated to pay?
How can SO many mistakes be made on 1 account?
No contract?
Incorrect charges for rental equipment?
He was paying for HD programming, so wouldnt one think he was renting a HD box?
Or is it possible to pay for HD programming, when you only have SD boxes?

I don't see what the big deal is here
Installer error? (no contract, or more likely it was lost at the head office)
Incorrect billing (billed for a SD terminal, yet charged for hd programming!?!?_
Apologize for the error, and WASTING the customers time (how many hours on the phone have been wasted so far Brooker?)
 
By the way Nemnoch my average on quality is 88%...I guess I deliver good customer service don't I? If I wasn't my average woudn't be that high! Were do I loose points most of the time? Forgot to mention self serve tool, or forgot to ask if client is satisfied with the service at the end. Also often loose points on the sales part, when they say they don't want I just move on instead of rebottling and try to close the call

My first calll resolution is 80%...and should even be higher, we are making verifiction right now on how that stat is calculated because we belive that even if client calls for another reason later on it would lower my first call resolution , and that shoudn't be the case.
 
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