SUBMITTED: Monday, January 15, 2007
POSTED: Monday, January 15, 2007
I am the Regulatory Manager for Pioneer Telephone and handled this customer's complaint when it was made in March of 2006.
The credit card that was registered with Pioneer was declined, and we did not have a good e-mail address on file for notification, so this customer was removed from the auto-pay system and started receiving a paper bill. We are unsure why her subsequent payment was returned because of a bad address, our corporate office has remained the same since 2002. A follow-up phone call to one of our representatives back in 2003 would have resolved this situation. Instead, the account went to collections.
Once Pioneer was made aware of the problem, we waived the collections charges and accepted final payment from this customer in March of 2006. Her account was closed and any negative information was removed from her credit report.