Company Response on 6/2/2010:
We are truly sorry for any difficulty you encountered while trying to establish an account with Pay Tel.
We regularly survey our customers to learn what we are doing right and what we need to improve. Listed below are some of the results from our most recent survey and a description of how we attempt to work with customers to address their concerns.
On a daily basis our Automated Phone System at 1-800-PAY-TELL (1-800-729-8355) assists thousands of customers to open accounts and answer questions. In our recent Quality of Service Survey, 80% of our customers described their experience using our automated customer service phone system as "very helpful" or "helpful".
If the Automated Phone System does not answer someone's question, they can follow the voice prompts and reach a customer service representative from our main menu and each of the three sub-menus weekdays from 8:00 am to 6:00 pm and on Saturdays from 9:00 am to 2:00 pm. Our customer service representatives assist several hundred customers daily who patiently follow the voice prompts. In our recent Quality of Service Survey, 72% of our customers said they were "very satisfied" or "satisfied" when speaking with our customer service representatives.
Our website serves several thousand customers daily in opening accounts and answering questions. In using our website, 95% of our customers described their experience as "very helpful" or "helpful".
If someone has a question not answered on the website, there is a "Contact Us" page where people can send an email to customer service at email@example.com. Hundreds of customers' emails are answered daily by our staff. Seventy percent of our customers who send an email to firstname.lastname@example.org described their experience as "very satisfied" or "satisfied".
If a customer is dissatisfied with the assistance they receive, they can speak with a customer service representative to document their concern in an email to the Customer Relations Manager or the customers can send an email directly to email@example.com. All concerns are reviewed and addressed the day they are received.
If a customer is dissatisfied with the assistance they receive from our staff, they can email the president of Pay Tel directly at firstname.lastname@example.org. This email address is on the Welcome page that everyone visits when they enter Pay Tel’s website. Any emails received at email@example.com are investigated and resolved the day received during business hours. The president reviews all issues raised and all related responses.
We are very proud of our track record in serving our customers in a timely manner with zero formal complaints to regulatory agencies in every state we operate over our twenty-four year history. However, we are not perfect and we will make mistakes, but we are committed to addressing problems immediately when it comes to serving our customers. We continually strive to improve our service and welcome constructive suggestions.
You state in your complaint that you made numerous attempts to make a credit card payment using our Automated Phone System and our website. You indicated all of these attempted payments were declined for various reasons. I am sure you realize we make no money unless accounts are opened and calls accepted. You also should be aware all of the denials on your credit cards came from your bank based on the information you provided.
Regarding our USURY rates, you should be aware that the local collect call rate of $1.71 in North Carolina is regulated one of the lowest in the nation and significantly below the 50 state average rate of $2.93. You also need to know our long distance rates are on average half or less of our competitors. We are very aware of the captive nature of our customers and are committed to charging fair rates and treating customers fairly.
If you would like for our Customer Relations manager to investigate the problems you encountered with your account, please send an email to firstname.lastname@example.org, including your ten digit phone number and your six digit PIN.
We look forward to assisting you in opening an account.