CVS Redeemed, Fighting the Big Guys

Today was sort of one of those days. I was feeling tired and sluggish. We had a meeting with the outside auditors and I was making rookie mistakes all day long. Ugh.

On the way home, I was mulling over my errors, feeling frustrated that 10 years focused elsewhere had clearly taken its toll on the accounting part of my brain. I looked at the clock, trying to decide if I had time to stop at CVS to do my sad little deal. Figuring that today was the best day to stop, I swung into the parking lot and headed inside.

Although I have not been too happy with the CVS deals and I am out of ECBs, I left feeling good, as my deal landed me two packs of gum and a 3-pack of body soap for $.10 AND I earned $1 ECB. So, CVS redeemed themselves.

Then this nice boy in the parking lot said something nice to me.

I left feeling much better.

I cranked the tones and drove the rest of the way home. I mean, if the Flock of Seagulls (Space Age Love Song) and Norman Greenbaum (Spirit in the Sky) can't shake you out of your funk, then you're just not trying.

When I arrived home I was tired, but feeling a little better. After dinner I headed outside to weed the garden and yard. After 3 kids asking me every 3 seconds for 30 minutes, "Is THIS one a carrot, Mom?" I was sweaty and tired and a little worn down.

That day we had received a late notice from our cable company, Comcast. It said that we owed $212 by Thursday or our cable would be disconnected. What?

I called the company to find out what the deal was, and it turns out that when I called on June 14th to stop our automatic payments to our credit card (in an effort to close out the card and simplify), the operator did not set us up to receive our statements again. In addition, he offered to switch our phone to help us save on our phone bills. Since it was a good deal, I agreed. Little did I know, he signed me up for a plan that was several dollars more a month than he quoted, and he charged me a $29.99 installation fee, which was not disclosed. I also found out that since they had to prorate the phone service (you pay a month in advance), they had tacked the charges onto a bill that I had already paid, making that portion late and resulting in a $7 late fee.

I was tired and sweaty, the kids needed baths, Steve was gone for the evening and I had been on hold forever. It would have been easier just to pay the bill, but I thought about all those people out there who aren't paying attention to what is going on or are not educated enough to argue their points for minutes on end. Not to mention how darn hard I work to save the smallest amounts on my groceries and household goods. These charges would eat that saving up in no time. It was go time.

I literally asked the operator if she was even listening to what she was saying. You tacked the charge onto a bill I had already paid, then did not send me the next bill and charged me a late fee to boot? I just made the change to my account 34 days ago, and you are already threatening to stop my service? Did I mention I have not received any bills? I don't think so.

I pointed out to her that I did not call to change to their phone service, that it was an add-on sale when I called to switch back to paper statements (which the operator did not even do), and why on earth would I agree to pay a $29 installation fee and for phone service that is MORE than what I pay now, in order to save money? Her reply - "It is hard to know why people call to change their phones to us." Yeah. Going no where fast. In this situation, I find it is best to lay it out plain and simple and get to someone who is a maker of change as fast as possible.

I simply said, "I am not paying $109 for my phone, internet and cable and I am not paying for phony late fees or for installation charges I have not been notified of. Give me your best deal or I am walking." She said that she did not know all the prices of the services (hello - this is billing, is it not?), but that she could forward me onto the department that could deal with my questions. Perfect.

On hold for another 4 minutes before the same lady comes on and says, "Whoops! I have to try that again!". Finally I am sent to the Crazy-lady-is-ticked-off-and-won't-go-away Department, aka the "Retention Center" probably with red lights flashing - warning! she is a witch! Once connected with a person, I took a deep breath and calmly explained the situation and layed out my argument on why I felt I was being unfairly charged. Luckily, I was helped by a great operator who saw the ridiculousness of the situation and reversed all the dorky charges and lowered my monthly bill to just $89, which was what I was originally quoted. I thanked her for her help and we were done.

But this is my question. WHY is it so hard? Does it have to be this way? Or do the big companies just figure people will do what I considered doing at first - just pay the darn bill and move on with life? Or is it just such a big organization that they don't really have control over the people who work there and some do a good job and some don't?

Well, I don't know the answer, and I suspect it is a combination, but I have to say this: Fight for the fair and reasonable price. Make a stand and push back. I am not saying you have to cheat or lie or anything immoral - just stand up and hold them to what they quote you and don't take no for an answer.

And when you are done, celebrate with a little Flock of Seagulls playing loud and proud - for me.