This morning, as I was driving into work, I heard on the radio, CBC, that a couple had their credit history ruined by a black mark from the TELUS corporation from a bill that was never paid. This story intrigued me because I went through this exact same situation over fifteenth years ago from a couple called City Tell, from up in Prince Rupert.
What was so intriguing was the attitude from the customers, who obviously valued their credit rating, were out raged that something from so long ago was biting them in the butt now. From what I understand, when an account goes delinquent it is automatic for a company to put it into arrears, then onto collections. I mean, I do this on a weekly bases at my second job, as I deal with delinquent accounts when searching for information on people who have moved, or for those do not want to be found: the Skip-Tracer. What I have found is that communications is the primary reason for ninety percent of all issues that I come across.
The fault of two fold. First, companies are lazy. It is easy to set up the billing account and have it sent off through the post office, email, or what ever other form of billing there is. There is usually a different department for each process of services; for example, the government, which is the worst for having multiple departments running the same account. Then if the account changes, there is most always a lag in the chain of command before the action is finished. I found in my little world that forty percent of my cases the fault started with the company and its inefficiencies on handling account. This is where the customer has given the correct information and followed through with the proper legal steps to change the status of the account. Also, most customers actually have over paid at this point. The remaining case the customer simply allows the count to go delinquent, mostly in protest. Second, and the larger slice of the pie chart, the customer simply vanishes, and what information the company has, goes towards that customer’s credit information. The recovery rate, in my cases, are about seventy percent. So here you have total communication breakdown.
My advice to this couple would have being simply to implement legal action against the corporation, and then start the negotiations. I mean, only if their credit rating with worth that much to them would this have been worth the effort and cost. You must use justice in business as it was intended for – to fight a wrong and seek damages. Of course, a $200.00 bill it a tough case to consider going to court over, but I have seen this done.
I also believe the couple has put too much into their financial institution for going public against TELUS like this. It is obvious that they use credit, and have a lot at stake with their money. Perhaps they should consider becoming rebels and start dealing with cash only instead and not ever have to worry about the credit scores again? Just a thought.
But I applaud these people for the guts it took to stand up and go public with this. Bravo for them!