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Originally Posted by RazorSharpe
They get their money to provide a processing service which paycom do very well. I think asking King Adam to read his contract was the most prudent thing the CS rep could have done. It is important he knows the specifics of a contract HE signed. What part of this don't you understand?
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What Tony is saying is they should have been a little nicer and maybe a little more informative. If somebody emailed me asking when they will be billed next and I replied "read the website", I would have a pissed off customer, even though it isn't exactly my responsibility to deal with billing issues.
A proper response would be something like "The amount of money held in reserve is dependent on your original contract with PayCom. Please check Section 3 of Article 2 in your contract for the exact amount." And then they could have went on to describe how the reserve system works, just like you have above.
That is customer service.
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