May 8th 2015 - Don't back down.....

May 8th 2015 - Don't back down......

.....When you know you are RIGHT!  This matches today's pin which is a quote :

"I love proving people wrong, 

because it proves what I 

knew all along - 

I was right!"

This is very apt following today's events.  I spent over 3hrs on the phone and internet chat to a company trying to sort out the bill they had sent me that made no sense.  In this time I spoke to a total of 8 people, 5 of which were total muppets and didn't listen to what I was saying/asking, told me their was no managers available when I asked for one, dropped calls (I got the message "the other person has cleared the line") and couldn't understand why I was slowly getting more and more annoyed!

When I got a call back I asked for a manager and was put through to the insurance department!!!  LIKE REALLY???  they don't even sound the same (maybe if you say them both 10times really quickly when drunk they do - but i'm not trying it and i'm not drunk!)  Anyway the nice man in the insurance department was like "can I help you?" So I explained all of what had happened and that I asked for a manager got him, he couldn't understand as customer policy is a manager is asked for the call handlers have to try and find one or arrange a call back.  He put me through to one.

The poor manager got the brunt of my temper as I explained the previous people I had spoken to, the mixed information of yes its disconnected/no its not, calls being dropped, the extra charges on the bill, the fact the price had gone up from £23.98 owing to £54.63, the insurance was still on it when should have been cancelled in January.  She said she would look into it all.  I knew that the amount they were saying was wrong as when I spoke to them in April it was £23.98 owing to them.  However, I worked it out that they owed me nearly £60 in charges that they had taken since January that they shouldn't have done.

At the start of the 3hrs I owed them (according to them) £54.63 and they owed me £60 which according to maths meant that there was £5.37 owed to me.  My figures that they had given me in April was I owed them £23.98 and they owed me £60 which means there was £36.02.  After loads of discussions and umming and arring, they cancelled the insurance that should have been done in January and are going to credit my account - except I no longer have an account with them.  The manager agreed to send the money to my bank, but we were still not agreeing on figures, she reduced her figure to £37, I was still not agreeing as she couldn't tell me where the extra £14 had come from since last month!  I stayed on hold, she went to sort things out and eventually came back to me that I was right and they owed me more than I owed them!  

What a turn around, in the space of 3hrs it had gone from me owing them £54.63 to them owing me £45.88 and the difference was being wiped due to the inconvinience.  They also confirmed the problems had come about because the account wasn't fully disconnected in January like it should have been.

IF you know you are right on something don't give up!!!