WEST's billing problems are deeper than just nonresponsiveness to
customer calls.
Before the big merger, their billing was excellent.
Now, apparently, not only have they assumed a larger and more diverse
volume of work, but they've also changed their internal procedures.
By reading between the lines, I have deduced that any detailed
explanation of what invoices are and are not being paid are no longer
available to customer service operators. All they see is what has been
inputted (a word?) into their computer.
Your payment check goes one way and the explanation goes another.
Consequently, unless the payment matches the "amount due," which is
seldom the case with a large account, your payment is not applied to
anything. These uncredited payments are stacking up. This problem is
also exacerbated when one has multiple account numbers (sending
separate checks at different times for each account helps this problem
somewhat.)
Then someones fires off a blind, shotgun statement saying that you
haven't paid invoices since April. (If I hadn't I'd be in jail.)
One operator suggested annotating your payment check with the invoice
numbers (not possible with 50 or more invoices being paid).
In any event, WEST managers seem to have no clue on how to run this
operation. And now those experienced operators are becoming
disgruntled. Who's proud to work under managers who don't know their
heads from a hole in the ground?
This archive was generated by hypermail 2b29 : Wed Nov 14 2007 - 20:49:50 PST