In September, I got nervous and accidentally paid my COBRA payment twice. It was the first one I was responsible for (my former company paid for June, July, and August) and I forgot that I had set up autopay. Because of the Labor Day holiday, the autopay hadn’t come out by the third, and I paid via credit card.
When I realized my mistake (about September 6) I called to ask them to refund my money. It was $681.91, so not an insignificant amount.
And thus began my journey with every single customer service agent telling me the check would be to me by a certain period (two weeks, eight weeks, November 15 for sure) and the check never arriving.
By the time the fourth person told me yet a different story, I asked to speak to a manager who did not care at all about my plight, the fact that three previous employees did not have their facts straight, and that this was my fourth phone call. She never said she was sorry. She didn’t believe me when I quoted what I had been told. “I mean, I would have to listen back to the tapes to see if that’s what they said,” she said more than once. I’m quite certain she didn’t bother.
I’m guessing the company doesn’t put any money into training their customer service people. The people who call customer service are not the ones to choose their services; that would be their employer. So why bother making sure the frontline customer service workers have correct information? It’s cheaper to have them say whatever and then it’s the customer who has to waste time calling back.
The fourth person did seem to have the correct story, and the check has arrived. I never want to work with Paylocity again, but I will not be the person who makes that choice. Fingers crossed that our paths will never meet.
p.s. When I paid by credit card, they charged me an extra $20 fee for using credit. On the fourth phone call they told me they wouldn’t be refunding that amount. And of course, I didn’t want to start all over again, so they netted $20. Good job, corporate America.
