This is a long one folks, and I need to vent, so sit back and grab that bucket of popcorn…
Two weeks ago, there was a message on my answering machine from JK who said that he sent me a letter and needed to speak with me. He left an 800 number and his extension. I googled the number and everything link that came back said that this was the absolutely worst collection agency to get involved with. They harass you to no end. I get a few calls a year for a deadbeat relative who shares the same first initial so I figured it was just another collection agency after her, although he did use my first name, which I thought was odd. Oh well, never mind, I had things to do and went about my business since there was no letter.
The next evening as I was heading to the airport for a flight, I stopped by my house to pick up the mail and there was a letter from XXX Adjustment Company--addressed to me. The letter claimed that a debt had been turned over to them by United/Refunds for collection. Crud! I have a limited amount of time to figure this out before getting on a plane. Fortunately, they used a ticket number for the Account Number and I spent the next hour checking all of my online statements, going back month by month. I found the credit in March 2008 and keep going backwards until I found the original charge in July 2007. Because of my illness last year, my memory is spotty from the past 2 years or so and I couldn't remember what happened. I just figured that this ticket was refunded for some reason, since it connected in ORD and that time of year weather is always an issue--probably a trip in vain. I intended to Skype UA from the road but unfortunately left the letter at home, so I had this hanging over my head the entire trip.
When I called the day after my return, I spoke with a 1K CSR named Vxxxxx and gave her the info I dug up. She said she would check with Refunds and get back to me. She later called back and said that Refunds claimed that they never sent this to collection. I asked her who she spoke with but she didn't get a name. Vxxxxx said I would have to deal with the collection agency. I asked for the number to Refunds and she gave me (847) 844-7173 and told me to keep pressing 0 and I will get a live person....well she didn't tell me that would be the ICC!
At the ICC Refunds Department I spoke with Nxxx and she clearly was clueless what a collection action was or a credit rating for that matter. The conversation went on for over 1/2 hour while she kept placing me on hold for extended periods to check with her Supervisor every time I asked a question. I repeatedly asked to speak with someone in the Refunds Department in Chicago and she told me she could not connect me there. She assured me that someone would call me back from Chicago the next day. When I asked her what I am supposed to do when they don't call me back tomorrow, she again assured me that they would. I was totally annoyed by this conversation and called a 1K CSR again. This time I got a seemingly efficient, skilled CSR whose name was Dxxxx T. At least she sounded like she was. She and I researched the ticket together and found I flew the first segment to ORD but never continued on to the final destination. We both surmised that someone determined it to be a trip in vain and the fare was refunded. She still didn’t know why it was sent to collections. I faxed the letter from the Adjustment Company to her and she promised she would take care of everything and get back to me.
Of course I kept getting calls from the Adjustment Company. I left a message with them that I challenged the validity of this "debt" and that a UA rep had told me they never sent it for collection.
The next day I got a call from ICC Nxxx who told me that no one would be calling me from Chicago, that it was my problem with the Adjustment Company, and I would have to handle it with them. I told her it was UA’s problem because they were the ones who sent this to collection. She asked me to hold yet again. I told her this time I would only give her 5 minutes, since she wasted enough of my time yesterday. After 5 minutes on hold I hung up. I wasn't concerned about it at that point because I believed Dxxxx T was working on it.
I never heard back from Dxxxx T.
On the seventh day I called because by this point I'm getting quite concerned. There had been no word from Dxxxx T and the Adjustment Company kept calling. This CSR said that there was a file on the matter, that Dxxxx T was one of the best, and I should rest assured that everything will be taken care of. She knew Dxxxx T personally and this problem couldn't be in better hands. I told her that did little to help me. My credit rating was in jeopardy. I had a collection agent repeatedly calling my house. Her suggestion was to not answer the phone--what a flip remark to make!
Of course the calls from the Adjustment Company continue.
On the eleventh day I called another CSR, Miss Mxxxxx. She reviewed the file and said that they had called the refunds department several times and there was nothing in the file that indicated they ever returned the call or what was discussed if they did. She couldn't call because the Refunds Department closes at 4:00 Chicago time. But again I was assured that Dxxxx T was working on it and that I needn't worry. Yeah, that helps a lot.
On the twelfth day and spoke with another CSR, Mr. Dxxxx B. First he claimed that an email was sent to me the day before. There was no email. He promised to research the matter, that he was part of the new team assembled by Barbara Higgins, and would call me back. He also insisted that UA does not use that company for collection matters; they have their own department for that. He kept saying that anyone could have submitted that ticket number (in other words not UA) and there is no way they could have done it. I reiterated that the letter specifically says their client is UA/Refunds and it would be impossible for anyone else to guess a ticket number that had been charged and credited back. His comment was that my bank would. No matter what I said he would not admit that UA had sent me to collections, despite the fact that I had a letter saying so and they had a copy of that same letter. Several hours later he called me back to say that the collection matter had been closed according to Cxxxxxxx at the Adjustment Company. I told him that oral statement didn't do me any good. Would I get something in writing? I asked him to conference that person in and he put me on hold another 30 minutes! When he came back on the phone he apologized that he couldn’t conference the person in, but he told me that he spoke with another person at the Adjustment Company. He apologized to me because UA does use them for collection matters. He changed his tune and became very conciliatory and as a goodwill gesture UA would like to give me--I stopped him right there and said "Don't tell me it's a $250 e-cert." He said yes, or 10,000 miles or 3 e500s ! I told him that it was quite interesting that UA treated sending someone to collections, having the customer's credit rating jeopardized, submitting them to harassment by a collection agent, spending countless hours trying to straighten this out, etc. was the same “inconvenience” as someone with a broken reading light or someone who didn't get to see a movie on a plane. What an insult. He said that was all he was authorized to do, but that I would be receiving a formal letter of apology. Well at least I would get that from UA! Well now we're getting somewhere…until I received that letter.
On the thirteenth day I received this letter:
*********************
Dear Pat89339:
Please let me express my apology on behalf of United Airlines for the less than efficient handling of your concern with XXX Adjustments Co. Based on extensive research performed by United Refunds regarding the claim, it had been determined that a collection is not necessary. According to XXX [Adjustment Co], this situation was caused by an internal error that remains sparse. Your expression of inconvenience and frustration has not gone unheard. This information has been generated in a report to our management team for review. We are dedicated to servicing our guests in the best way possible. The business and support you afford United as a 1K is highly valued and we definitely are not wishing to change that. Our hope is that this rare and unfortunate occasion has not changed your perception of our ability to serve you.
As a goodwill gesture for the irreplaceable time and energy, I offer you this attached electronic certificate. The intended spirit of this goodwill will allow you to experience the service that you truly and ultimately deserve with us at United.
Thank you for giving me an opportunity to respond. Please continue to fly with United.
Sincerely,
Dxxxx Bxxxxx
Customer Relations
******************************
And my response:
Dxxxx,
How utterly disappointed I am in the written apology you promised would be forthcoming! Not once did United apologize for:
1. Sending me to a collection agency.
2. Putting my credit rating in jeopardy.
3. Causing this nightmare.
In fact, the way you word your letter you attempt to blame XXX Adjustment Company, which is patently untrue!
I have no idea what "caused by an internal error that remains sparse" means.
The choice of the words "inconvenience" and "frustration" are inappropriate and do not anywhere near describe what I have been through these past 2 weeks as an innocent victim of someone at United Airlines Refund Department.
Might I suggest in the future that the Refund Department extensively research the situation BEFORE they send anyone to collection!
****************************
I thought Dxxxx B’s letter was a cop out trying to blame the Adjustment Company and I did copy my response to Barbara Higgins, since he mentioned that he is part of her new crack team of Customer Relations experts. Oh boy. A course in letter writing should be the first on their list. I can’t tell which form letter he tried to use to fit this into situation, but it failed miserably.
I don't know whether or not I will hear back from Dxxxx B. My guess is that I will not since it's now been 4 days. So much for the highly touted crack CSR team assembled by Barbara Higgins. They still use the same form letters, trying to adapt them to any situation and apparently their maximum, and seemingly only, authority is a $250 ecert, 10,000 miles, or 3 e500s.
On the sixteenth day I received a form Account Status Report from XXX Adjustment Company with the boxes “client has requested that account be closed” and “XXX no longer pursuing consumer (account is closed)” checked.
Originally, I hadn’t intended to post on FT about this highly embarrassing situation. I have never been the subject of a collection action until now. I would hate to think how long it would take to get something like this straightened out if I was a 1P or lower in status, since they can only communicate via email. All through my dealings with UA on this issue, I expressed my concern that it couldn’t have just been me this happened to. Even though I had access to that crack team of CSRs, it still took nearly 2 weeks to resolve the collection issue.
Now, calling all FTers, tell me what you think of that apology and goodwill gesture. Do you believe that letter was an apology for what they did? Do you think that goodwill gesture was appropriate?
--think about all you have gone through so far and ask yourself is it worth it to fight for more.
