On the way home from work today, I contemplated about whether or not I should be blogging this. Blogging about one’s work is always a tricky proposition. You’d jeapordise not only your current job but also any future employment opportunities. But I feel that what happened to me today was so surreal and bizarre that I can’t really be faulted for it.
So here goes …
Me: Hi, this is Marcus. How can I help you?
Customer: Yes, I want to query about an invoice.
Me: Ok, what’s the invoice number?
Me: Ok let’s see. Yup, that’s an invoice from April and it has been paid for.
Customer: I know it’s been paid for. What I want to know is why did I pay for something that I didn’t use?
Me: I’m sorry. I don’t quite understand your question.
Customer: I didn’t use it so why was I invoiced?
Me: I’m sorry but it doesn’t work like that. When you create an account with us, you are paying for it up front. It doesn’t matter if you choose to use it or not.
Customer: Who created this account for me?
Me: I’m assuming that it would be yourself or someone on your behalf. We don’t manually create accounts unless instructed.
Customer: Well I didn’t create this and I didn’t use it.
Me: *getting more and more exasperated* Let me check our records. It appears that this account was created 2 years ago and you have been paying for it until now.
Customer: *getting agitated now* But I haven’t been using it! Why did I get an invoice?!
Me: The system is automatic. It invoices everyone who has an account with us.
Customer: This is not right.
Me: Unfortunately because it has been more than 30 days since the invoice date, we can’t offer you a refund. Was there a reason why you paid for something that you didn’t intend to use? You could have chosen to let it lapse.
Customer: *ignoring my question* This is ridiculous. I want to speak to someone else.
Me: There’s only me at the moment. I can leave a message for one of our accounts person to call you back tomorrow?
Customer: Yes, that would be good.
Why anyone would automatically pay an invoice, and for something that they don’t intend on using, and THEN complain about it 3 months later is quite bewildering. But now that I got that off my chest, I feel better. And tomorrow I’d have to repeat the story to our accounts person. Oh what fun it would be.