Customer Dis-Service: Late Invoice Received = Late Fees
by christyepinion - Written: Jul 10 '06
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From time to time I make purchases through Amazon.com. They have competitive prices and great products. Unfortunately their customer service is not as good. Last month, I received my invoice 3 days prior to the due date. I mailed the total payment due of $28 off the same day, hoping to make the due date. This month I received my invoice of $15.91 plus a late fee of $15, plus a Finance charge of $1.
I called customer service to express my concerns. As I explained to Nancy, how I received the payment due 3 days prior, she "explained" to me that it is ultimately the customers responsibility to get the payment sent on time. I asked again, how am I supposed to get a payment sent on time, when I don’t have the invoice on time. Nancy's response was that they don’t have control over the mail delivery. I tried to explain to Nancy that they may not have control over the mail delivery, but they do have control over the DUE DATE, and that I suggest they consider extending their due dates so valued customers don't have to waste their time dealing with situations like this. She said they would waive the $15 late fee, but I would need to send the $16 amount due. I said they difference is $15.91. She explained that the $15 late fee would not be waived until the next cycle, therefore my amount due is as shown on the invoice of $16. I said even though it is only 9 cents difference, there isn't a way to adjust the amount due to reflect the actual total of $15.91? She said NO. She said they have other payment options available to better assist me in getting my payment on time. I explained that in our time of identity theft, I have no interest in other payment options. Nancy asked that I quit interrupting her and that I...... At this point I cut her off and said "May I please speak with your supervisor". After holding the line what seemed like 10 minutes, George picked up and identified himself as the customer service supervisor.
I had hoped that her supervisor, George, would have the ability to process logic and be able to understand my concerns. I explained the late invoice and the Late Fee. George said the late fee was taken care of, but as far as the late invoice, "they don’t have control over the mail delivery". I explained that they may not have control over the mail delivery, but they do have control over due dates. George said the due dates are as they are. I let George know that I had hoped that as a SUPERVISOR, he would forward my concerns on to those who make the due date decisions, as he should be able to collectively assemble customer concerns as a whole and forward those onto management for their consideration. George sat there like he was lost. I then said "If you have a lot of customers expressing late fee concerns, then you have a problem with the due dates." George replied with "that's why we have online and telephone payment options". I let George know that I prefer this option with the exception that it needs to be done in a timely manner. George said they have no control over the mail.
Being frustrated with how this conversation was going, I said "I will mail the $15.91 off to get this taken care of." George said "16.91". I said "$16.91?". George said "Yes, their is the $15.91 plus the $1 finance charge". I asked where the $1 finance charge came from. George said something about due to the Late fee. He said he could take a look the possibility of removing the $1 finance charge, to which I replied I didn’t care, and the $1 was irrelevant. It was just another reason not to use Amazon credit. George said the $1 fee was waived and my $15.91 was now my amount due.
I just love when everyone says the mail system is the fault and not their own. Do company customer service representatives who blame others think they are providing a sufficient response or justification? Is it possible the invoice was mailed late and the USPS did a very timely delivery? I have never had any problems with my other credit cards I have. So yes, maybe the mail delivery person I have has a thorn for Amazon, and he decided to deliver the invoices late (that's sarcasm by the way).
After all this: I have my late fee waved, my finance charge waived, and now have 2 hours into contacting customer service as well as typing this review for others to prepare themselves for the possible late fee experience.
From now on, I will be using a different charge card for my Amazon purchases. Amazon has great products and competitive pricing, but customer service needs improvement as well as the billing department with mailings and due dates.
Recommended:
Yes
What product did you purchase or try to purchase? Birthday Gifts: Memory Card etc.
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