I had an overdue bill with Time Warner cable, and when you have two people laid-off it's hard to pay bills. Anyways, I called Time Warner Cable to make a partial pre-dated payment.
Just in case no one knows what "pre-dated" means, it means like a pre-dated check. You schedule it today, but it wont be paid until later (5 days in my case).
Anyways, I asked to do a partial payment of about $100 or so, instead of $154 or so, my amounts could be a little off. The gal then told me that you could only schedule a payment for 5 days in advance, and I was calling for 6 days, so I said okay, and called back the next day.
I then spoke to a gal named Rhonda. I scheduled a partial payment to be made for 5 days from then, so that my cable would not be interrupted. As it was, our cable was already messing up and you couldn't access half of what our service provided (which also cheated us because the bill statement said that our services would NOT BE INTERRUPTED if payment was made by 04/05) and we always had problems with the service overall to begin with. Anyways, they tried to tell me I was wrong and that any other services would be taken away until payment, but I have it in writting on paper from Time Warner. So I confirmed that no money would be taken out of my account until 5 days from then.
After we hung up, I called back about 4 minutes later. Because when I had asked to make a partial payment, they said they would only authorize our services if I promised to call back within 9 days and finish the rest of the payment. I decided that it would be a waste of time and I would forget anyways, so I called back.
I said, now read carefully "hi Rhonda, this is Miss Christman, I spoke to you a few minutes ago, why don't we go ahead and make that a full payment now instead of a partial" Is it just me, or am I only asking for the amount to be changed and paid. YESS!!! That is correct! No where at any time did i authorize the payment to be taken out of my account any earlier and she never asked if I wanted it to be changed she just said okay, and hung up.
Well, 2 days later, i checked my online bank statement to see my funds after i paid my rent. I noticed that the day before, Time Warner had taken out the money 3 days early! My rent check bounced, which is $560.00, what the bank charged and what the landlord charged me for a bounced check fee!
I then called to speak to a supervisor to have something done about it, at least complain because it was an "illegal transaction", I did NOT authorize payment befor the 5 days were up, I only changed which amount it would be. I talked to some lady who was stepping in for the supervisor and she said she checked the recorded lines and read back to me exactly what I said! Duh!!! I dont care if the woman mis-understood me, I was told I was wrong and that I authorized payment to be made then and there! And I DID NOT!
I did not say: "Okay Rhonda, I want you to pay it all now, and INSTEAD OF WAITING 5 days, lets just have it taken out today"
No, she just went ahead and did it. And then the "supervisor" wanna-be started yelling at me and saying "now i let you talk, you let me talk" and she kept repeating the same line over and saying Rhonda was right.
I work as a CSR, I know proper customer service, and i was treated pathetically, especially when i was trying to give the company money.
I want to let ANY AND EVERY person know, whether you are paying for your cable services or phone services, NEVER TALK TO CUSTOMER CARE OVER THE PHONE! They dont give a rat's behind about what you say, and cant even understand simple english obviously. I just wanted fair treatment, and i got shit! Always make your transactions in person, because it isn't as much of a hassle in the end.
Audrey
Union Grove, Wisconsin
U.S.A.
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