Customer Service Star

It is the first of the month and that means doing one of my least favorite tasks: paying bills.

I saw a credit card purchase posting that I was sure was not supposed to be there. The amount may be nominal but I did not want to pay for something that I knew I cancelled long before my knowledge that I would be billed for it.

So, I called the customer service number and pulled up my own documentation for that particular posting. A representative named Eddie handled my case. After getting the information that he needed, he explained what have happened that kicked in the charge that I was seeing on my credit card statement. His precision triggered my own memory of what transpired when I signed on a "free trial" site (and subsequently cancelled) in what I emphatically expressed was a VERY deceptive and punitive system (in my opinion) which sanctions human error or oversight. A temperamental internet connection didn't help, either.

I could see Eddie's point in explaining why the charge was posted on my statement. I wasn't argumentative but still expressed my frustration. My main goal was to have the charges reversed. I started to get discouraged in realizing that it might not be an option since my "error" was tracked and was consistent with the billing.

Eddie paused and said that he would talk to his supervisor if anything could be done. Almost in a heartbeat, he told me that they are reversing the charge as a one time only courtesy. He then said that since their billing services take care of over 300+ internet sites as a third party, he reminded me to carefully read the terms of agreement in any "trial period" access sites so my situation won't happen again.

I thought it was a gentle reprimand and something that needed to be said as part of his customer service responsibility. I can appreciate that and my conversation with Eddie taught me about his professionalism.

I am relieved because I was acknowledged as an individual customer with my specific concerns even though Eddie may have encountered similar complaints from numerous others. I felt taken care of with a favorable resolution.

Would I have the same sentiments if I was still obligated to pay the charge? I don't know. Although on the one hand, I would be very disappointed to pay as a consequence of my own blooper, on the other hand, I would also be grateful for being able to directly talk to someone who could competently demystify and defuse my frustration.

Eddie assured me that he already reversed the credit card charge and that I should see it reflected on my account within 5-7 days. He even gave me his employee number. That, to me, spoke of accountability. I thanked him for his help and he closed with professional pleasantry.

Whew! One less non-essential bill to pay!

And I've learned my lesson...no more of those "free trial" sign ups on the internet! Or even if I find myself flirting with them, to make sure to read the fine print, monitor my clicking fingers to prevent any more "oops!" and to CALL customer service immediately to rectify any likely error.