I'd say let it go, it wouldn't be worth my karma to claw back anything they got away with. just go forward.

greyrat said:
I'd say let it go, it wouldn't be worth my karma to claw back anything they got away with. just go forward.

I wouldn't be clawing it back just pointing the right people in the right direction who would thats we have a credits and adjustment team!!!!

nothing to be proud of.

greyrat said:
nothing to be proud of.

It is, if we didn't have a scumbag customer like that, and thats harsh and well deserved, then you know we could help people with real issues, rather then handling sleazy people like that.

Actually, this just sounds like a rep doing his job. It's easy to slap on some credits and push the problem onto the next rep. Problem is, we ARE that "next rep". If I have to be the "bad guy", oh well, that's my job.

Years ago when I was working retail a guy came in trying to use a woman's VISA card. This was back in the day when you CALLED to get an auth code. Well, I called and VISA gave me a code, so I asked them to look again. They go "wait! that's a stolen card!". So I keep the guy busy listening to headphones while the police come to collect him. The look on his face when he turned around to see two cops standing there was priceless.

Was I a "bad guy"? Perhaps, but not as bad as the 200lb loser who had mugged a 90lb nurse.

And if these people had mugged a nurse I would be right there with you. debit busted them and turned the spigot off, done deal. hunting them down for what previus reps agreed to is just inefficient use of company time, that time debit/blueguy wants to use to address real issues.

I agree. It is customers like this which make it hard to take care of customers with legitimate needs and concerns. The rep was only doing his job; protecting the company and the stockholders. What really irks me as a care associate who gives a rude obnoxious customer "freebies" just to get them off the phone or out of the store after another person has adhered to policy.

yeah, I had a care rep the other day like that. a guy had been charged for liquid damage on his phone. dude had ignored the verbatim and admitted that he didn't bother reading the entire collateral letter that told him he would be charged if there is liquid or physical damage. he just claims he thought he was speaking to lock/line when everything else told him he was speaking to warranty exchange. so of course we won't credit him back. the guy was clearly trying to pass off a story to get what he wants (you just had to hear him), and nobody in warranty exchange bought it. then he red flags, we get him to care, and the care rep, even after we told him why the customer should not be credited, proceeded to credit the guy the entire amount, ...
(continues)

just move on debit. you aren't the company, it isn't your money. Just move them along as per policy and get the next customer. You hunting these people down is keeping you from answering other calls and bogging the system down.

First off why you calling me debit, is this like your "pet name" for me.You worry me man.

But as for you saying its not my money.Well when we take calls we represent the company, so yes that is my money, my company's money.since we have internal speed-dial numbers to other departments, it takes 2 seconds to get through to AR, and if you think about it, this helps them.

If people get too much owing they tend to get into a hole and can't get out, by paying the $650.00 they owe now will get them out of the hole and will better prepare them for when C&A takes those credits back, cuz i apoke to them via e-mail, and they ARE clawing the money, after reading the notes on the accounts and reviewed the "orders" in siebel, total chargeback $564...
(continues)

dunno man, it just seems like you take this way to personally, because it isn't your money, you may represent the company, but you don't exsist as far as the powers that be are concerned. I don't have issues with you stopping the credits, but siccing c&a on them just seems like you are way too keen in soaking these people. Seriously, you aren't David AT&T/Cingular or whatever.

I was referring to you as Agent Debit because in my mind you are the same person. The same mean vindictive petty corporate booster, sticking it to customers because you somehow feel that whatever brownie points you accrue justififies the difficulties you are putting these consumers through.

Whoever thid Debit guy, i don't know about.The reason that i do things like with caller is for simple reasons, i'll list them for you so you can understand :

1)Real Adjustments-If real cases of abuse or reported like this then it will crack down on the abuse of "fake billing error" credits to prevent real customers, getting left out in the cold- think if eveybody is getting credits "just cuz", how long do you think it takes before cingular cuts off the credit well, and everyone suffers, sometimes 1 person can wreck it for all.

2)My money- yes, we were told, even in a meeting tonight, treat the money as if its yours, to spend wisely but where its needed appropriatly.I have no problem giving out $5000.00 for the actual errors, or screw...
(continues)

all of which is solid reasoning for stopping the credits going forward. However, clawing credits back seems needlessly punitive.
Unless of course, punishing those you feel are 'stealing credit' answers some need you may have...

No, but you know what clawing $560.00+ is worth in terms that she will tell people that you know, we trust you, you lied, and we want our money back.

you don't reward a customer saying, there, there, you stole opur money, you can keep it but you behave.I looked at the account, every month she callsin blaming the company,when she knew she was in the wrong, i bet you she'd tell people thosee bastards screwed up my account again, i had to call again, when in reality, she knew it was a scam, and she will mouth off again, and maybe people will think twice to scam a company, this a business, not a charity group, that can afford to bleed money like that, thats what put ATTWS out of business!

who cares? catch 'em and term the service or stop the credits or hell press charges if you think you have enough, but taking back what they all ready had given to them just seems petty.
Maybe I don't get the concept of retributave justice.

Hey I agree with Bluerep. on this issue. I think it's wrong that a customer should be allowed to keep these credits. It's not their money, plain and simple, no matter who's fault this is, it's not their money. I always use the 2YR contract tool checker to make sure they signed or didn't sign. I am being paid to protect the companies money and interests and to help the customer with their service.

I am tired of seeing customers being handed credits they don't deserve and sups who fold at ever point when the customer whines and complains. I specifically seek out the sups. that I know have a higher tolerance to customers and will not give them a credit.

I myslef only offer them a credit below the good will if I feel they need some help a...
(continues)

Link said:
Hey I agree with Bluerep. on this issue. I think it's wrong that a customer should be allowed to keep these credits. It's not their money, plain and simple, no matter who's fault this is, it's not their money. I always use the 2YR contract tool checker to make sure they signed or didn't sign. I am being paid to protect the companies money and interests and to help the customer with their service.

I am tired of seeing customers being handed credits they don't deserve and sups who fold at ever point when the customer whines and complains. I specifically seek out the sups. that I know have a higher tolerance to customers and will not give them a credit.

I myslef only offer them a credit below the good will

...
(continues)

you aren't a lawyer and you have yet to display anything like the maturity to be supervising an orange julius. chances are good that you end up costing your masters more than you will ever save them.

greyrat said:
you aren't a lawyer and you have yet to display anything like the maturity to be supervising an orange julius. chances are good that you end up costing your masters more than you will ever save them.

Poor muffin, do you need a cookie or a hug???

Does your masters not love you, you not feelin loved, not getting that warm and fuzzy feelin, oh poor kitten!! 🙄 🙄 🙄

I have no worries about job security.
So *are* you a lawyer as well as being a team 'manager' or whatever it is that you claim?

The company pays me to answer questions and resolve issues. I don't need to protect anyting. They have lawyers for that.

Look, my job is a bunch of things, and what I do depends on the person on the other end of the phone (and whatever comes up this morning after someone spins the "wheel of management"). And yes, I don't talk to every single customer the same because every customer is different. You can't tell me you'd speak to an 80-year-old widow from Ohio the same as you would sone 20-something hard-charger from NYC.

With that said, if the credit is below my current noise level I'll let it slide. So what if some guy gets an extra $5 from a confused rep? It's "education time" for the customer and no NEW credits from me. However, if some guy got $250 for signing 2yr and then called back a week later to revert to 1yr, guess who gets a $250 ding?

My point...
(continues)

thank you, i feel the same way, thats why she got almost $600.00 clawed back, thats money that can be redistributed and helps customers with real issues, instead of a lying cheater,like the one who got it taken back.

If a person calls up and wants a credit for something that is our fault, has a story to back it up and there are no notes on the account that this story has been tried before, and its a credit that makes sense to me, I will usually give it to them, and note the account that I had given X $ for Y reason, one time deal, now they know blah blah blah. If they call me with a story that worked once thinking it will work again, I apologetically refuse, express some empathy and note the account. If it is a recurring issue I will attempt to find out what it is, and fix it or transfer to someone who can. I don't have a listing for CRM, and so clawbacks are left to people who enjoy doing wetwork.

That said, I had a call from a guy who wanted credit ...
(continues)

Yeah, i understand everything you sound and i don't disagree with you, i'm not my whole point, was simply this.This customer lied everymonth, reps with the whole trust and adjust issue and knowing siebel, as only we Blue guys/gals do, belived the customer and every month added promotions on the account, and gave the "bitch" credit, till ANYBODY with at least half a brain, with some, not all but some reps" barely have, should have thought something was up, getting the promos removed every onth from jun, till dec, soembody's "spidey sense" ahould have kicked in.

After taking about 2 minutes, noticing no contract signing and asking a couple of "probing questions" unraveled her lies in like 1 minute.At that point that's when she reminds me ...
(continues)

Feel free to claw 'em back.

Are you certain about the no roaming? I'm pretty sure the SunCom plans are only regional.

There is no roaming as long as you are in NC/SC; Eastern GA; Va/TN tri-cities. You can use SunCom, Cingular, AT&T or any other gsm tower. Out of that area; still no roaming; just 10 cents/min with no roaming or long distance charges.

Right, which is pretty standard for any carrier. As long as you're in your coverage area you're OK.

It's just a matter of how it's interpreted but when you say "No Roaming" it's generally viewed as a plan that does not have any roaming within the country.

Hey grayrat are you here, if you please post, something i need to talk to you about!!!

Stunned that service is better/worse?

just stunned

Yeah well there are very few similarities between the two companies except there drive to deliver excellent customer service lol

Yeah and the commitment to taking ownership of the customer's issue and seeking equitable resolution... that remains the same...