Tag Bills

Number Please

Michael Leave a comment
Something the pandemic and its quarantines, closures, restrictions, and general craziness did not change for me is banking. Like many I rarely go to the bank, often carry no cash. I’ve been in that habit though for years. I was a direct deposit pioneer. The last time I saw an actual pay check was in the 1978. Maybe 77. It’s been almost as long since I’ve written an actual check. Housing or car payments were auto-drafted as we called it in the 80s since the 80s. Other payments went on automatic by the end of the 1900s. Over the last 20 years I’ve been inside a bank maybe once a year and have not written a check or used any other non electronic payment for a monthly bill, except one. Ugh! And this year’s trip to the bank?  Double Ugh!
 
For some reason my prescription drug plan does not have a working on line bill paying option. They claim to have one. Their website menu has an option for one. The monthly paperless statement even includes a link to one. Lies! All lies!  Well … Perhaps semi-lies. They have the option but not a working option. When I am lucky(?) enough to speak with a support someone about it I am told the system is down (indeed it is)  but will be available again soon (it never is)  and I am left with the choice of either “pay by phone” or write a check. I detest phone paying services but I destester sending a check. Actually not so much the sending as the remembering to send a check early enough that it gets to them by the due date. 
 
Pay by phone services have not improved since their days as the darlings of paperless payment service in the 1990s. The problem with pay by phone is that you do not have the option to enter a number and review it for accuracy before “sending” it. Each press of a button seals its fate as part of your entry. And there are a lot of numbers. Account number, the famous SSN last four, ZIP Code, payment type, payment account numbers, payment amount, and the *, #, $, and / in between (or not). An incorrect push of any button sends you back to the beginning.  Let’s not forget the “Press1 for Yes, 2 for No” between each entry. Ugh.  
 
They may have regressed when they instituted voice non-recognition. Oh, they can tell the difference between a letter “O” and the number “0” a long a you call “0” zero. Often you have to wait for the entire question before saying your answer even when the question is “If this is correct say yes, if it is not say no” which is asked after every entry. Say yes too soon and you’re back at the beginning again. Then there is the annoying habit of switching to keypad entries at random points of the call. Ugh. 
 
Unlike computer or app payment services, there is no written confirmation of the transaction to either email or messages. In its place is the Confirmation  Number that could be 10 digits, maybe 15, possibly 25, spoken either very slowly with options to repeat it or at the speed of the world’s first talker once and then it disconnects. Ugh. 
 
Next year I’m doing auto-pay!
 
Now that bank story. Oh, maybe we’ll save it for another day. 
 
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Apology Accepted

Michael Leave a comment

It’s the first of the month and for us that means cell phone payment time.  In the past we’ve been known to complain about the lack of customer service we almost always get from banks, insurance companies, the cable company, and assorted utilities. Well we’ve discovered one service that we find quite customer-friendly.

Both of We have the same cell phone carrier.  We’re not ones to drop names but someone will ask and we’re quite happy with it so why not share.  Our service is the one that comedians seem to relish poking fun at for their customer service and we don’t understand why because we’ve received stellar service from ours.  Ours is Sprint.

Both of us arrived at Sprint separately, after horrendous customer service disasters at the hands of our previous carriers, the two biggest and fastest and bestest carriers of them all.   At least that’s what they say.  They don’t say that they are the worst customer oriented companies in the phone service marketplace.  So bad are those two, or perhaps just so big are those two, that when Each of We told our former carrier that we were leaving them, we were actually told to go right ahead and leave.

So why do we think Sprint is so good.  Both of We have had issues that required warranty service or contract questions and all of those issues were handled quite conscientiously and quite handily by human beings.  One minor point is that we did once tried to pay a bill to a human being and the idea of money seemed a little confusing to her so we stopped doing that.  What we do is pay on line, at a kiosk in the store, or most often by phone.  That’s not surprising.  Probably close to 99% of all phone users do the same.  What we notice every month when we pay is that we get a happy recorded voice who guides us through their menu of do you want to pay your bill, this is how much you owe and do you want to pay that amount, and finally do you want to use the same payment method as last time?  That’s all.  No enter your 12 digit account number, your 10 digit phone number, your 5 digit ZIP Code.  No user names.  No passwords.  Just 3 questions, a couple of quick pushes on the number 1, and then the pleasant voice says, “Your payment has been accepted.  Please be aware that it may take up to 15 minutes to be recorded throughout our system.”  Other companies say that it will take up to 3, 7, or even 10 business days to credit your account so please write down this very long confirmation number and plan on someone calling you later to ask for more money.

Anybody who has ever checked out his or her bank account on line minutes after making a phone or computer payment knows that within those same minutes that payment has already been syphoned out of the bank.  Why aren’t all of those payments just as immediately posted as paid at the company that is doing the syphoning?  Yet the one company that almost immediately posts the payment apologizes because it’s not as immediate as they would like it.  Maybe that’s something the other companies can figure out how to do just as fast while they are figuring out who’s the fastest of them all.

Can you hear us now?

Now, that’s what we think. Really. How ‘bout you?