Women in Comfortable Shoes

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12/08/2003: "Can You Hear Me Now? Can You Hear Me Now? Can You Hear Me Now?"

The credit card I use to pay my cell phone bill expired in November. No big deal, I thought. I'll just update the account with the new expiration date and all will be well.

So I went online to update the info, like I did two other services I pay in the same manner. Those other two accounts took a total of 5 minutes, max, to change the exipration date. With this company, which I won't name but whose initials are at the bottom of the alphabet, I never did find out how to do it. So one night last week, I called the 800 number listed on the Pay Bill page.

"Oh, we're Customer Service. You need to call the Finance Department to do that," she said. She gave me the 800 number. "But they are closed. You'll have to call tomorrow."

The next day, I called the Finance Department.

"Oh, you need to call the Online Services Department to do that," she said. She gave me the 800 number.

So I called the Online Services Department.

"Oh, you have to do that online," he said. "Just go to this particular page and put in your credit card information. It doesn't matter that you don't have an existing card listed, the system will accept the new number and delete the old one."

So I went online to the page the Online Services Department guy indicated and filled in my information. Want to see the result?

I tried again the next day and it finally worked. I hope.

However, the change isn't effective until January, so I had to make a one-time payment to cover December's bill. Again, the online bill pay form failed. So I called Customer Service to make a payment over the phone.

"Oh, normally you need to call the Online Services Department," she said. She gave me the number for future reference and continued. "However, at this company, we address your complaint the first time you call, so I can help you with that right now."