When you have "extra charges" added to a bill or statement how do you react?

  • HndsmKansan

    Posts: 16308

    Nov 25, 2012 8:47 PM GMT
    So you make payments faithfully.. on time and somehow charges are added when you least expect it.. maybe on a credit card, a bill or bank charge.
    How do you react?

    Do you: 1. Accept it and not raise hell?
    2. Approach it reasonably, but don't get upset
    3. Raise hell and ask for the charges to be dropped!

    I act reasonably, but charges had better be dropped! This kind of thing happens too often (when you are doing things right). I had 6 months to pay off a furniture purchase and after clarifying how they calculate the 6 months
    (I even clarified it in June through a documented phone call). I had interest added this month when I was to pay off the balance. The credit associate couldn't do anything so I ask for a supervisor. She could actually review the earlier phone call since it was recorded and saw I received the wrong information in June (so no charges). I wasn't very happy, but never got demeaning. Thanked her in the end and all was in order.

    Ask questions, don't assume and stand up for yourself when it is clearly in your best interest.
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    Nov 25, 2012 8:51 PM GMT
    I raise all hell and cuss everyone out from the sales rep to the manager because times are tough and I usually have automatic payments for most accounts. So if they overdraft my account by adding extra charges, even the Devil would have sympathy for them hahahaha...for this very reason, I don't have a cell phone...
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    Nov 25, 2012 8:52 PM GMT
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    Nov 25, 2012 9:03 PM GMT
    I've been a dishrag lately. The worst offender is the %^*#)& phone company. They constantly add little monthly charges for shit that I don't and/or can't use and never asked for in the first place.

    "Inside line maintenance." I've had this one dropped four or five times, but it always creeps back in.

    Lately, they've added in $10 a month for "blockbuster at home," which I have no idea wtf it is (apparently there's a web site, but I don't have time to figure it out.) I've paid at least $100 for this.

    But trying to get phone service adjusted is a near impossibility. Figure at least 8 hours on the phone, waiting to speak to someone who will just give you another number to call and wait. They've got their customer deflection system worked out to perfection.

    Actually, the very, very worst is "The AT&T Store," if you ever get a cell phone there. Every time the kids in there open up your account on their computer, they change stuff that ends up costing $50 a month... like an extra phone that you don't have, for example. When you call AT&T, they tell you that only the store has authority to reverse the charges, but if you go to the store... you guess it, nobody there has any authority to reverse the charges.
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    Nov 25, 2012 9:11 PM GMT
    Extra charges equal extra aggravation, since it involves annoying phone calls all the way up to a face to face confrontation. It can be approached reasonably,but it's still annoying and unneeded aggravation. The most annoying aspect is when someone else assumes you won't mind. But if the situation were reversed, you know they would send imperial storm troopers after you.
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    Nov 25, 2012 9:32 PM GMT
  • AMoonHawk

    Posts: 11405

    Nov 25, 2012 10:03 PM GMT
    Number 2 ... I like to try to stay calm so I can say something rational to the person I'm calling, after all they are just doing their job and it is not their fault.
  • HndsmKansan

    Posts: 16308

    Nov 25, 2012 10:44 PM GMT
    I have to say, it feels different to argue the case based on evidence in your favor vs. having no standing (such as arguing a late fee). I always note that I seem to have a difference in demeanor if I have a late fee (which isn't often)....LOL
  • carew28

    Posts: 639

    Nov 25, 2012 11:16 PM GMT
    I do get upset if extra charges are added onto my credit-cards bills or checking-account statement, and I always call up to question the charges. If I think them unfair, I keep requesting to "talk to a manager" until they're dropped. I don't raise hell, but I just keep arguing with them until the charges are dropped.I've found that the hardest part is to actually reach someone who has the authority to cancel the charges, it can take hours on the phone listening to robot menus, pressing buttons, etc. Also, leaving messages on answering-machines.

    A few years ago, it seemed to be a common practice for credit-card companies to offer small "bonus" cheques ( around $10 or $20 ) to sign up for special promotions that companies associated with the credit-cards were offering, with the proviso that if you called an 800 number to cancel within 90 days, you wouldn't be billed. I responded to a few of these offers, as I was short of money, over-run with bills, and the cheques, which were included with my credit-card bill, were too tempting not to cash. It sometimes took multiple phone calls over multiple days, to reach the 800 number, and get the charge cancelled, but I persisted. It depends upon how badly you need money, and how willing you are to put the time into it. I haven't received any of these offers within the past few years.

    A few months ago, though, I got a monthly surcharge on my checking-account, with a local bank, which I've had for 15 years or so, and which had always been free. I called up the bank to find out what was going on. The clerk, who was polite and sympathetic, said the bank had phased out it's old free checking-accounts, and transferred them to new accounts. She said that mine had been changed into an interest-bearing account, which incurred a surcharge. They called it some fancy name like "Golden Future Checking" or something like that.(My old checking-account had been non-interest bearing). She acknowledged that it was done without informing the bank's clients, and called it an "inadvertent" oversight. Now, my account never has more than $2000 in it, usually much less. The amount of interest it would have gained would have been pennies per year, while the monthly fee was about $5.00. The clerk said , if I wanted to avoid the fee, I could have it changed over to a new non-interest bearing account, just like the old account was. I thanked her, and asked her to go ahead and do that. She apologized, but said she couldn't do it over the phone, I'd have to come in and talk to the manager.

    It was inconvenient, but I did go in later in the week to see the manager (I called ahead to make sure she was there). The manager was friendly, courteous, apologized for the situation, at my request she switched me over to the non-service-charged checking account, and credited my account for the monthly fee that they'd deducted.

    It sounds like a lot of work, but these days every penny counts, and it was worth saving $5.00 month. I suspect that a lot of people either didn't notice the monthly fee, or just didn't bother to put the time and energy into getting it eliminated. The bank personnel that I contacted were helpful, they weren't to blame for the situation. But I suspect that the overall bank policy was to try to get away with a quiet little new service-charge on old, long-established accounts that had formerly been free. So much for my "Golden Future Checking", now I'm back to a plain old checking-account, but at least I'm not getting a $5.00 monthly surcharge.

    It pays to look carefully at your monthly bank and credit-card statements, and to put the time and energy into disputing any that are unfair or unjustified.
  • Posted by a hidden member.
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    Nov 25, 2012 11:47 PM GMT
    To get customer service you must give customer service. It's that simple.
  • kevmoran

    Posts: 1543

    Nov 26, 2012 2:05 AM GMT
    Coming from all sales reps, don't be a bitch. I can't do anything about it, and 99% of the time I agree with you. Sure, raise hell once you get a hold of a higher-up, but the fucking cashier can't do anything but get his day ruined by your salty vagina.

    Needless to say, I got chewed out over similar things multiple times today. I'll get you my manager BUT I CAN'T DO ANYTHING ABOUT IT STOP SCREAMING.
  • Medjai

    Posts: 2671

    Nov 26, 2012 2:13 AM GMT
    I'm always polite, but firm. If you repect others, they'll return the favor. If they can help you, escalate. If it can't be amicably resolved, change services.
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    Nov 26, 2012 3:20 AM GMT

    I get quietly and calmly relentless.

    Awhile back, my carrier offered me three months free of several pay stations for TV. I cancelled after two months into the freebee, and was consistently billed when the promo ended for 5 months after. Every month I called and had to go through hoops explaining the situation. They'd check, see that I had no channels like that, re-issued removal orders in their system (which always failed), and gave me a credit.
    Yesterday they said confidently that THIS time it was fixed (which they'e said three times now, so preparing for another call next month, lol).
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    Nov 26, 2012 3:21 AM GMT
    Curse God and accept the changes...
  • Medjai

    Posts: 2671

    Nov 26, 2012 3:28 AM GMT
    My favorite was my old bank. I had overdraft on my chequing account that was only a safety net. They issued a replacement debit card that incorrectly linked to the wrong accounts. So I was unintentionally depleting the wrong accounts. I thought I was paying out of my chequing. Then I wrote a cheque from my chequing account, and it came out of my savings too. They printed the wrong account number. So I got charged overdraft several times, excessive transfer fees, and several bounced cheques. I was furious.

    The bank refused to refund any fees, reprint any new cheques, or even apologize. Needless to say I packed my bags and moved on.
  • Posted by a hidden member.
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    Nov 26, 2012 3:48 AM GMT
    Call the person the highest up the ladder directly and have them have someone fix it for me. It helps to have contacts from work.
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    Nov 26, 2012 3:02 PM GMT
    Start with a respectful and civil conversation with the provider, and then dial up the tone of the conversation gradually if the issue is not being resolved to your satisfaction in a timely manner. This is called "escalation," which basically demands that the level of your anger, indignation and gravitas should rise proportionately as your issue progresses through the "corporate hierarchy."
  • Latenight30

    Posts: 1525

    Nov 26, 2012 3:15 PM GMT
    Your best approach is to come in with your facts and evidence. Many times processes are automated.
    If I don't get 100% satisfaction, I will try to call back or, do as original poster and ask for a supervisor.
    I fought for a long time to get my credit cards handled and I just stayed on them.
    In everyday stuff or long term agreements, Phone, Cable ect, I try to not make any changes. That keeps the information as clean as possible.
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    Nov 26, 2012 3:17 PM GMT
    Depends on the circumstances, which means the company. With my credit union, I always speak to a real employee. They can address my issues directly and things are clarified quickly.

    With my Big Bank, on the other hand, escalation to the highest level possible is the only solution. I state my case and ask whether the person has the authority to make a decision. If not, I ask for an escalation. I repeat the process until I hit someone that isn't willing to escalate.

    In no case do I get angry anymore. Anger never seems to achieve anything. Sometimes, a sob story might help.
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    Nov 26, 2012 3:18 PM GMT
    i start with #2 first and then after the explanation or if i find that they have made an error and do not rectify it, i move onto #3. if that doesn't get it sorted, i go onto hellopeter and within a few days it's usually sorted.

    I currently have an issue with my cellular provider where they keep overbilling me by 25% over month. after 6 months of fighting with them, i simply go onto hellopeter, log a complaint and the next day i have a credit not submitted to my account. just wish they would fix their billing data so that i don't have to complain every month
  • CuriousJockAZ

    Posts: 19067

    Nov 26, 2012 3:39 PM GMT
    deltalimen saidTo get customer service you must give customer service. It's that simple.

    ^^^ This ^^^ It is never the person's fault in customer service that a wrong or unfair charge was added to your account, so it makes no sense, and isn't fair, to be rude or nasty to the customer service person. I find that being as calm and polite as possible, but firm, more often than not results in getting the charges removed.
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    Nov 27, 2012 3:48 PM GMT
    I act reasonably because you got a better result when being nice to people , but i won't quit until the charges are dropped .
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    Nov 27, 2012 3:50 PM GMT
    I call up the service the provider and I give them hell until they direct me to the person who is gonna jump through hoops to soothe me.

    I find that acting Hood on the phone with these reps gets results.
  • StevieB0402

    Posts: 159

    Dec 13, 2012 7:35 PM GMT
    I don't get nasty under any circumstances. But I always do customer service chat whenever possible. Then I print out the conversation so I have irrefutable proof of what was discussed if I have to go higher up the management chain.
    Which it appears I'm going to have to do with AT&T.
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    Dec 13, 2012 7:37 PM GMT
    I get 100% percent hoodrat on their ass until they're giving ME money back or some type of discount. Going hood always works, trust me. I once had an AT&T bill for like eight hundred dollars and got it knocked down to like less than four hundred because I acted like I was two seconds away from hunting them down, lol.