I acknowledge that the first mistake was mine. When we used the ETR toll highway to bypass highway 401 last May and you sent the bill for $20, I paid it through online banking without stopping to think that my account was attached to the old car and not the new van. So when I got a collection notice from you in June, I called right away to resolve the issue. A nice lady at the ETR office could quite clearly see the credit sitting in one account and the debt sitting in the other, so she offered to amalgamate the two accounts and transfer the payment.
All was well, or so I thought.
Imagine my surprise when I received a bill the next month for 24 cents. That’s right, you spent 55 cents to send me a 24 cent bill. Never mind the fact that I paid the bill on time, just to the wrong account. I’ll admit, I wasn’t in too much of a hurry to send you your 24 cents, but neither was I in a hurry to give you another call to resolve the situation. With three little boys at home, my time is worth a lot more than 24 cents.
And imagine my further surprise when I got an automated collection call the very next day at dinner time, during which you impelled me to call your toll-free number to resolve an important collection issue. And I’m sure you can imagine my annoyance when you did not even give me the opportunity to click through to an agent, but simply repeated the telephone number. Since you called me at 5:15 pm, when I was making dinner while feeding the baby and unloading the dishwasher and removing the dirty tupperware from the boys’ day camp backpacks and chatting with my husband about his day, I didn’t exactly have a free hand to write your number down. So I hung up.
And you can imagine my growing consternation when I got the very same phone call the very next day at exactly the same time and you probably won’t be surprised to hear I was busy doing the exact things that prevented me from writing down your number the day before. But you can bet that I dropped everything to do just that, and in fact I immediately called that number, where I waited on hold for seven minutes before being disconnected without actually speaking to a human being.
And by that time I was righteously frothed and it’s a very good thing that the agent to whom I spoke was pleasant and understanding of my annoyance. That agent informed me that HER computer screen showed a balance outstanding of $20.24, even though your now-one-week-old bill showed a balance of $0.24 and even though more than a month ago another agent reassured me that the balance was nil. Lucky for you, turns out she was even more appalled by the snafu that was my account that I was, and she assured me that she would take care of everything.
That was last week. I have no idea what my current account balance is, nor do I really care. You have, it seems, at least one kind and intelligent employee working the phones. Thanks for that. On the whole, though, I think putting up with the traffic on the 401 at rush hour may have been less of an annoyance than paying the 407 ETR toll.
(*) 407 ETR is a toll highway across the top of Toronto, one of the few if only toll highways in the province.