What Customer Service Means To M - Term Paper Example

So I then contacted the customer service at Bank of America to assist me in correcting this error or cancel it. After speaking to not one, but several customer service reps. I still got the same answer from each one, “sorry you had plenty of time all week to correct it, it’s now in the system and will be processed”. So then I called the customer service dep’t at PSE&G to explain what’s happening and see if they can help stop this train wreck. Well, guess what, I practically got the same responses from their customer service reps, but with even a bigger attitude.

They told me “well when we get the check we’ll going to process it because it’s our money”. Now this is after they’ve confirmed that the bill was only for $195.89. So after being on the phone with both companies for about 3 hours total on a Friday night, I immediately stopped all of my current transactions for the rest of the month with the online bill pay system. The very next day, Saturday, I went to the local bank branch, sat down with the branch manager and explained what I went thru the night before, and what’s happening.

He calmly looked at my account, saw what was happening, and called the main office or dep’t that handles the electronic bill pay services to inform them to correct or cancel that particular transaction. To his shocking surprise he was told he doesn’t have that authority to instruct or direct anyone in that dept. to do so. As he hangs up the phone, he looks at me and says he’s sorry that he cannot do anything either and that it has to go thru the system to be processed, when PSE&G submits the check for payment.

But he did tell me “don’t worry about it, I can see it’s an simple error and it’ll be rejected because I didn’t have enough funds to cover it, and that he’ll just bounce it back to them for insufficient funds, I should keep my eye on my account to inform him as to