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More Protection One fun


After the email I sent to the two officers of the company, I received a reply back, but not from either of them:
Dear Mr. Henderson,

I am in receipt of your recent email submission to Nancy Roll and Joe Sanchez which was forwarded to me for review and response. First, I would like to apologize for all of the inconveniences you have encountered while trying to reach a resolution to your concerns. Protection One Alarm Monitoring, Inc. ("Protection One") strives to provide an excellent standard of customer service and I am sorry that the service you have received up to this point has been less than perfect.

I have carefully reviewed your email and am currently researching the issue in detail with our Cash, Billing, and Online Billing Departments and with our Bank that processes electronic payments. I will also be in contact with Wachovia if necessary to ensure the auto drafts are stopped. I can assure you that I will get to the bottom of this situation and finally resolve these billing issues for you; however, it may take me a few days to research the issue with the appropriate departments.

I will contact you before the end of next week to discuss my findings. Would you prefer email or telephone contact for this conversation?

Thank you for allowing me the opportunity to resolve these concerns. If you would like to contact me directly, my direct contact information is listed below. Please feel free to contact me with any other questions or concerns. I look forward to speaking with you next week.

Respectfully,

Sabrina DeLapp
Executive Customer Relations Analyst
It was sent on the 30th of November. I didn't post then because it sounded a bit like the standard "We're right, but we're going to go through the motions and find that you're wrong anyway" non-reply. I replied that I wanted to be contacted by email and thanked her for investigating. I received another email over the weekend:
Dear Mr. Henderson,

Thank you for your patience while I researched this issue. I appreciate the opportunity to address this concern.

I have carefully researched all information involved with the billing on your account and have determined that the pre authorized payment is being initiated by Protection One.

While researching the issue with the Manager of our Billing Department, I learned that our Online Billing Service is provided by a company called Kubra. In the initial stages of our Online Billing Service, Kubra was using a different software program and was processing payments differently through Checkfree. When Kubra changed their software and the way the payments were processed, a handful of accounts such as yours remained on the old billing system because the pre authorized payments were set up before the switch.

Currently, I have requested that Kubra fix the problem and send me confirmation that your pre authorized payment will finally be stopped. I have been in correspondence with them on multiple occasions this week to check on the status of this situation and will not stop contacting them until I receive a concrete confirmation that your automatic billing will be stopped.

I understand that this has been a long and drawn out process for you and apologize that this issue was not escalated to me prior to your email. I will keep in contact with you and will send you confirmation that the billing has been stopped as soon as Kubra has resolved the issue.

If you have any further questions or concerns regarding this or any other information, please don't hesitate to contact me.

Respectfully,

Sabrina DeLapp
Executive Customer Relations
It looks like they may actually be willing to admit it was their problem and fix it! Stay tuned for more. :)

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Comments

( 2 hisses — Hiss at me! )
jadefu
Dec. 10th, 2007 02:40 pm (UTC)
The trick is just finding someone who gives a shit, which it sounds like you did....or at least someone who at least gives part of a shit enough to fix it. :)
(Deleted comment)
( 2 hisses — Hiss at me! )

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