Billing problems

[#1]

Seems a number of users have problems around billing issues so here is a idea.....customer phones PN to say they have a problem with billing, wrong amount, refunds etc etc.....

Forget all this ticket nonsense the customer services rep should pick up the phone, yes issue them with a phone for internal use, they then phone PN finance department and say joe bloggs is on the line re his payments etc, finance then get the details up and sort the issue there and then so at least Bloggs does not have to be continually phoning up speaking to different advisors and repeating the whole story over again.

I accept issues concerning BB problems and other things may have to be done via a ticket but finance needs to be taken out of the current system and dealt with in the above way, I have no idea how annoyed some people must be when they have tried to pay a bill or got the wrong bill or even be threatened with debt collectors.

Moderator's note by Mike (Mav): Labels added after move to Plusnet Feedback.

[#2]

A direct number for paying bills is an idea raised by the SU programme some months back prior to the migration to the new billing system. At the time it was deemed that ordinary agents could deal with the majority of such issues.

[#3]

Thanks for your reply.

Glad to know the SU group had the insight to suggest a direct line for billing problems but clearly PN management rejected the idea on the assumption ordinary agents could deal with the problem.

Perhaps it's about time PN took more notice of recommendations from the users group AND feedback from customers on this forum who face billing problems.

[#4]

Moderator's Note(s)

Thread moved from Community Feedback to Plusnet Feedback.