I work for a company that processes payments for customers who pay bills online. Sometimes the companies that the customers pay call us asking us to change the address or account number the customer is using for their company.
A lady from the Town of Gilbert called to let us know that we are sending the customers payments to them with a wrong account number. Here we cannot go into customers accounts and change information - for security.
I told the lady that the customer will need to go into their online billpay accounts and change the account number that she is listing. She told me that we had to do it, not them. I told her that we could send an email telling her to change the account number, but I couldn't change it.
I then told her that it's a good idea to call THEIR customer and tell her that her account number has changed with THEIR company, just in case she does not read our email. She said she would not call the customer to let her know, we had to do it! Hello this is your customer!!! Call this poor women and tell her that her account number is changing so that her payments do not get mis-posted! They didn't care, they didn't want to do the work of notifying the customer the account number was changing, instead they wanted us to do it for them, when all we do is provide an online billpay service to banks for customers to use.
So if anyone has utilities with this company, pay attention to your accounts numbers if you use online billpay, because this company will not notify you instead they want to notify a third party that can't even change it!!
0 comments