Lost In Time!

Me: I’m sorry there is a problem with your bill. What is the problem please?
Caller: I sent you a payment for $150 on January 24th. You should have it by now and you are still showing me past due and are threatening to shut off my services! Why are you not posting my payments?!
Me: We did receive your payment of $150 on February 1st but the bill you have had already been sent out on January 22nd, so that is why it is not reflecting your payment. Your account is current and…
Caller interrupts yelling: Then why are you threatening to shut off my services. That is no way to treat a customer!
Me: Once again the bill was sent out before you even sent out your payment to us, so at the time it was sent, the account was 35 days past due. I am sorry for any confusion this may have caused you, but you were past due when the bill was sent.
Caller: Well your company better get its’ @!*-$ together and quit making mistakes like this!
Me: There was no mistake. When we sent the bill to you, you had not even sent the payment so the bill was accurate at the time we sent it. We would have no idea you would send us a payment 2 days later. You said you sent the payment on January 24th right?
Caller: Yes!
Me: If you look at the date on the bill it was sent out on January 22nd, two days before you even sent us the check. This is why it says you are past due. Understand?
Caller: But you said that you got my payment on February 1st and I just got the bill today. (Note: It is February 4th) Why don’t you show the payment on here? You are not making any sense. I want to speak with your supervisor!
Me: I am sorry for any confusion. I will get a supervisor on the line for you. Can you please hold?
Caller: Yes!

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