Situation:
The customer calls in to company “A” and is upset due to a double payment on his account. The customer had previously set up a payment to be made from his bank to the company. On the day of the scheduled transaction, he calls in to the company and asks if there is a pending payment. The rep does not see the transaction and advises the customer. So, the customer makes a payment. Later that day, the bank’s transaction comes through.
Now, he calls company “A” stating how angry he is with them that two payments were made. The customer states he is in dire straits because the additional $70 is missing in his account. He needs this money immediately or the consequences will be disastrous to the customer. He is informed it will take 3 to 5 business days to have his money returned to him. At this point, the customer goes ballistic because it will not be returned the same day.
Who’s to blame here?
The customer is to blame of course. If he scheduled a payment to be made by his bank on day X, why didn’t he give it the day before he panicked. In addition, why is the customer in this mess in the first place? If $70 separates him from total financial anarchy, then it’s safe to assume he is handling his finances wrong. Any person taking responsibility for his finances would be able to cover the $70 for more than a few days.
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