Monday July 18, 2011
There was still no reply to my email, so I sent Melissa another email asking if this long of a delay was normal. I received the following email from a “Norah M”:
Dear Jessica,
Thank you for your patience.
Please forward the following information so that we may forward a message to our Finance and Accounting Department further assistance:
- Your telephone number
- Your complete address
- Your company name and contact name
Once this information is received, we will enter a message on your behalf and you will be contacted the next business day.
I apologize for the delay in our response.
If we may assist you in the future, please don't hesitate to contact us.
Norah M
UPS
Customer Service Team
I replied with the following email:
Good afternoon Norah,
I have been dealing with “Melissa L” on this matter, and was under the impression that she already had all my information and was waiting for the “billing information to be uploaded into the system”. Regardless, below is the information you requested:
There was still no reply to my email, so I sent Melissa another email asking if this long of a delay was normal. I received the following email from a “Norah M”:
Dear Jessica,
Thank you for your patience.
Please forward the following information so that we may forward a message to our Finance and Accounting Department further assistance:
- Your telephone number
- Your complete address
- Your company name and contact name
Once this information is received, we will enter a message on your behalf and you will be contacted the next business day.
I apologize for the delay in our response.
If we may assist you in the future, please don't hesitate to contact us.
Norah M
UPS
Customer Service Team
I replied with the following email:
Good afternoon Norah,
I have been dealing with “Melissa L” on this matter, and was under the impression that she already had all my information and was waiting for the “billing information to be uploaded into the system”. Regardless, below is the information you requested:
- 705-***-****
- *** ***** **, Sault Ste Marie, ON, *** ***
- Synergy Naturopathic Clinic, Jessica Jackson (the package was shipped for my boss Penny *****)
Also, the tracking number of the package in question is E843 355 514 9.
If you could let me know the status of my refund request, I would really appreciate it. It has been over a month since we originally shipped the package, and the entire process thus far has been very frustrating.
If you could also let me know why Melissa L is no longer responding to my emails, and instead it is you now, I would also appreciate it.
I hope this matter can be resolved soon.
Thank you.
- Jessica
I did not receive any answer that day.
Tuesday July 19, 2011
With one hour left of my shift, I still had not heard from Norah, so I sent the following email:
Good afternoon,
I have still not heard back in regards to the below message I sent yesterday. If you could please reply ASAP, I would really appreciate it. After Friday this week, I will be away for two weeks, and I would like to resolve this matter before then.
Thank you,
- Jessica
I did not receive any word back by the end of my shift.
Wednesday July 20, 2011
I came into the office in the morning to this email:
Dear Jessica,
Thank you for your response and additional comments.
Melissa is currently our of the office this week, therefore has asked me to assist her with your inquiry. Unfortunately, our records do not show that this shipment has been invoiced to your account. Therefore, I would like to process a goodwill refund on your behalf. In order to submit this request, our Accounting Department will require a copy of the front and back of the cheque.
I am truly sorry for the delay in our response and for the frustration this situation has caused you.
If we may assist you in the future, please don't hesitate to contact us.
Norah M
UPS
Customer Service Team
I immediately replied with the following:
Good morning Norah,
Thank you for your reply.
We do not have a UPS account; therefore, it could not be invoiced to an account. Penny paid by cheque, which we gave to the UPS driver when he picked up the package, and as a result, we do not have a copy of the front and back of the cheque. Penny could get a copy from the bank, but as you can imagine, this is a further inconvenience added to an already very frustrating situation.
May I inquire as to why the system still has not updated with the payment information? The cheque has been cashed, and the money has been taken from Penny’s account, so I can’t understand as to why the payment is not showing there on your end.
If you could please let me know if there is any other solution to this issue, I would very much appreciate it.
Thank you for your continued help.
- Jessica
I heard nothing back before the end of the day.
Thursday July 21, 2011 (one month after I initially requested a refund)
I came into the office to find no reply from Norah. I sent the following email:
Good morning Norah,
I have not heard back from you in response to the email I sent yesterday. If you could reply ASAP, I would really appreciate it, as after Friday, I will be away from the office for two weeks and would like to resolve this matter before then.
Also, if there is a number I could contact you at, so we don’t have to go back and forth through emails, I could call you there.
If you could let me know, I would appreciate it. Thank you.
- Jessica
A couple of hours passed before I got the response below:
Dear Jessica,
Thank you for your inquiry.
I would be happy to discuss your concern via e-mail. Unfortunately, we cannot call you as requested. You can speak with one of our Billing Inquiry Associates between 7:00 AM to midnight (eastern), Monday through Friday. Please contact us by telephone at (800) 742-5877.
I am truly sorry, in order to process a good will request, we will require a copy of the front and back of the cheque that was cashed.
Your frustration is understandable and we truly appreciate your patience.
If we may assist you in the future, please don't hesitate to contact us.
Norah M
I answered with the below response:
Good afternoon,
We can continue to work on this issue via email, since I can not contact you directly and do not wish to start explaining this whole situation over again to someone new. As for a copy of the cheque, I will have Penny go to her bank to see if she can get a copy of the cheque.
If you could explain to me as to why this is required, when UPS had no problems taking the cheque and cashing it, I would very much appreciate it. Is it not procedure for UPS to keep record of such payments? I was under the impression that I was waiting, all this time since contacting Melissa, for the system to update with the payment information.
Thank you for your continued help, and I will look forward to your reply.
- Jessica
About 15 minutes later, I got the below response:
Dear Jessica,
I would be more the happy to assist you further.
Normally when a manual waybill is used, the billing copy is sent to our Finance and Accounting Department for key entry. Unfortunately, as of today's date, 07/21/11 this information has not been keyed in to our data base. Therefore, we are unable to process a refund since this has not been keyed. I would like to process a good will request to have the amount paid credited to you. In order to process this request, our Accounting Department require proof of payment.
If we may assist you in the future, please don't hesitate to contact us.
Norah M
UPS
Customer Service Team
I responded with the following:
Good afternoon,
Thank you for your prompt reply. Penny will be in the office tomorrow so I will have her go to her bank and try to get a copy. If a copy is not available of both the front and back of the cheque, what would be the next course of action?
Thank you.
- Jessica
With one hour left of my shift, I still had not heard from Norah, so I sent the following email:
Good afternoon,
I have still not heard back in regards to the below message I sent yesterday. If you could please reply ASAP, I would really appreciate it. After Friday this week, I will be away for two weeks, and I would like to resolve this matter before then.
Thank you,
- Jessica
I did not receive any word back by the end of my shift.
Wednesday July 20, 2011
I came into the office in the morning to this email:
Dear Jessica,
Thank you for your response and additional comments.
Melissa is currently our of the office this week, therefore has asked me to assist her with your inquiry. Unfortunately, our records do not show that this shipment has been invoiced to your account. Therefore, I would like to process a goodwill refund on your behalf. In order to submit this request, our Accounting Department will require a copy of the front and back of the cheque.
I am truly sorry for the delay in our response and for the frustration this situation has caused you.
If we may assist you in the future, please don't hesitate to contact us.
Norah M
UPS
Customer Service Team
I immediately replied with the following:
Good morning Norah,
Thank you for your reply.
We do not have a UPS account; therefore, it could not be invoiced to an account. Penny paid by cheque, which we gave to the UPS driver when he picked up the package, and as a result, we do not have a copy of the front and back of the cheque. Penny could get a copy from the bank, but as you can imagine, this is a further inconvenience added to an already very frustrating situation.
May I inquire as to why the system still has not updated with the payment information? The cheque has been cashed, and the money has been taken from Penny’s account, so I can’t understand as to why the payment is not showing there on your end.
If you could please let me know if there is any other solution to this issue, I would very much appreciate it.
Thank you for your continued help.
- Jessica
I heard nothing back before the end of the day.
Thursday July 21, 2011 (one month after I initially requested a refund)
I came into the office to find no reply from Norah. I sent the following email:
Good morning Norah,
I have not heard back from you in response to the email I sent yesterday. If you could reply ASAP, I would really appreciate it, as after Friday, I will be away from the office for two weeks and would like to resolve this matter before then.
Also, if there is a number I could contact you at, so we don’t have to go back and forth through emails, I could call you there.
If you could let me know, I would appreciate it. Thank you.
- Jessica
A couple of hours passed before I got the response below:
Dear Jessica,
Thank you for your inquiry.
I would be happy to discuss your concern via e-mail. Unfortunately, we cannot call you as requested. You can speak with one of our Billing Inquiry Associates between 7:00 AM to midnight (eastern), Monday through Friday. Please contact us by telephone at (800) 742-5877.
I am truly sorry, in order to process a good will request, we will require a copy of the front and back of the cheque that was cashed.
Your frustration is understandable and we truly appreciate your patience.
If we may assist you in the future, please don't hesitate to contact us.
Norah M
I answered with the below response:
Good afternoon,
We can continue to work on this issue via email, since I can not contact you directly and do not wish to start explaining this whole situation over again to someone new. As for a copy of the cheque, I will have Penny go to her bank to see if she can get a copy of the cheque.
If you could explain to me as to why this is required, when UPS had no problems taking the cheque and cashing it, I would very much appreciate it. Is it not procedure for UPS to keep record of such payments? I was under the impression that I was waiting, all this time since contacting Melissa, for the system to update with the payment information.
Thank you for your continued help, and I will look forward to your reply.
- Jessica
About 15 minutes later, I got the below response:
Dear Jessica,
I would be more the happy to assist you further.
Normally when a manual waybill is used, the billing copy is sent to our Finance and Accounting Department for key entry. Unfortunately, as of today's date, 07/21/11 this information has not been keyed in to our data base. Therefore, we are unable to process a refund since this has not been keyed. I would like to process a good will request to have the amount paid credited to you. In order to process this request, our Accounting Department require proof of payment.
If we may assist you in the future, please don't hesitate to contact us.
Norah M
UPS
Customer Service Team
I responded with the following:
Good afternoon,
Thank you for your prompt reply. Penny will be in the office tomorrow so I will have her go to her bank and try to get a copy. If a copy is not available of both the front and back of the cheque, what would be the next course of action?
Thank you.
- Jessica
Just as quickly, I received the following reply:
Dear Jessica,
If the front and back of the cheque is not available, then a copy of your bank statement should be fine.
If we may assist you in the future, please don't hesitate to contact us.
Norah M
UPS
Customer Service Team
If the front and back of the cheque is not available, then a copy of your bank statement should be fine.
If we may assist you in the future, please don't hesitate to contact us.
Norah M
UPS
Customer Service Team
I then sent the following inquiry:
Good afternoon,
Thank you Norah, I will have either one for you tomorrow.
I also have a copy of the waybill here that states she paid by cheque, and the price I was quoted. Would you like a copy of this as well?
- Jessica
Norah, again, quickly replied:
Dear Jessica,
Thank you for your reply.
Yes, please provide a copy of the waybill and other documentation by attaching it to this email.
If we may assist you in the future, please don't hesitate to contact us.
Norah M
UPS
Customer Service Team
Thank you for your reply.
Yes, please provide a copy of the waybill and other documentation by attaching it to this email.
If we may assist you in the future, please don't hesitate to contact us.
Norah M
UPS
Customer Service Team
I then scanned a copy of the waybill and emailed it to her. I did not receive any more responses that day.
Friday July 22, 2011
Penny came into the office in the morning with a copy of the cheque that her bank had given her. Only the front of the cheque was available through her bank. I scanned the copy and emailed it to Norah. Later that afternoon, I received the following email:
Dear Jessica,
Thank you so much from your information.
I have submitted the goodwill request form to have a cheque issued to the attention of Penny in the amount of $31.69.
If we may assist you in the future, please don't hesitate to contact us.
Norah M
UPS
Customer Service Team
Thank you so much from your information.
I have submitted the goodwill request form to have a cheque issued to the attention of Penny in the amount of $31.69.
If we may assist you in the future, please don't hesitate to contact us.
Norah M
UPS
Customer Service Team
I replied to Norah, thanking her for her help and asking her if she knew approximately how long the refund process took. I heard nothing back from her that day.
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