Bill paying and behavior?

Question

I work for a large phone company in a technical support position.  Many times a customer will call about and ask why a specific feature like voicemail is not working.  When looking over the account I then notice a bill exceeding $400.  Now, because of the outstanding balance features are removed but their phone service is still functional.  Obviously the customers first thought is a technical problem, but when I inform them that that reason the feature is not working is because they owe the company hundreds of dollars the person gets offended.  My thought is this "If I haven't paid my phone bill in months and I lose certain features because of this...why am I surprised?"  If I don't pay my cable bill and it gets turned off I don't call the cable company and ask "Why is my cable shut off?"  I know why, because I haven't paid my bill.

Holiday Magic · Accepted Answer

I don't know where you live, but here our entire phone gets shut off if we go beyond a double bill.  There have been times when I've been out-of-town, or simply forgotten about one bill or another.  However, I don't think that I could 'forget' about a bill in excess of $400.

The customer may be taking medications; may be ill; may have been away from home; may be in a state of depression, or any other number of reasons.  I'm certain that the person doesn't realize they haven't paid their bill for that length of time.  It's even possible that someone else pays this person's bills...but didn't on this occasion.

Anonymous · Answer

I'm not too sure what you are asking but if you are wondering what possible personality trait would cause someone to forget about paying a bill for a long period of time (or not care), then that person is most likely low on the trait of consciousness. Consciousness is one of the five main personality trait scales  that everyone can be measured on and it determines someone's level of work ethic, their punctualness, their ability to get things done on time, all of that. 

Anyone who would not pay bills could possibly have a low level of consciousness.

Anonymous · Answer

Those persons should just be glad they have a phone period. Once the phone service is discontinued for delequent payments they will probably just get another phone from another company and burn that company too. Don't let their ignorance become your stress.

Bill paying and behavior?

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