My name is Deborah Mallett and I live at **** Andover circle, Commerce Mi. *****. I re...

GetHuman-jdmallet's customer service issue with Detroit Edison (DTE) from December 2018

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The issue in GetHuman-jdmallet's own words
My name is Deborah Mallett and I live at **** Andover circle, Commerce Mi. *****. I received a call yesterday after *pm stating I needed to pay delinquent balance. I am out of town, so I took care of it immediately to avoid any interruption of services. There was a cliche in the system because the bill had been paid by my daughter the night before. When I discovered the double pending payments I called to get the one I made cancelled. I was told per the supervisor that they did not perform cancellations after * pm, but the call made to me was after * pm. I talk with two supervisors: Patricia and Mrs Sanders. The conversation should be recorded and in their notes. I was also told that I could call my bank to do a stop payment. I did not want to incur an additional charge. However, since I was not getting the customer service that I knew I was entitled too, I called my bank. My bank told me that DTE could only stop the pending payment once initiated. I felt I had been lied to and given the run around. The reason I am taking this issue to corporate is to make them aware of how their customers are being treated. I later got an email earl this morning at *:**am that my daughters payment had been posted. I called DTE back and talk with Sabrina who handled the situation and cancelled out the *nd pending payment. What upsets me the most is that your supervisors does not value your customers and over exerting their authority. If Sabrina spoke with a supervisor and called me back to tell me the second pending payment was cancelled , it could of been done yesterday. This incident took over two hours of my time while out of town for my anniversary. Ridginess and inflexibility should not be a quality of your upper management team. A customer big or small is what makes your existence. I work in healthcare in customer service. How you deal and interact with the patient and family determines your success and longevity.
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Detroit Edison (DTE)

Customer service issue
Reported by GetHuman-jdmallet
Dec 8th, 2018 - 5 mons ago
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GetHuman-jdmallet started working on this issue
Dec 8th, 2018 2:40pm