Yeah the CSR's can't actually see the payment info for a specific transaction. You can always hope the other person doesn't notice.
In this day and age, there may be a pretty good chance that it wasn't a check.mpaquette said:Directv: We can keep a bunch of satellites in orbit, but don't ask us to identify who's payment incorrectly posted to your account.
Just seems strange in this day and age that the CSR's don't have the ability to see an image of the check.
I'm not sure I would want just any CSR to be able to pull up an image of a check with my routing/account numbers and a copy of my signature. That could lead to a whole bunch of other problems.mpaquette said:Just seems strange in this day and age that the CSR's don't have the ability to see an image of the check.
Don't forget, DirecTV will probably charge the other person a late fee. And when the other person proves to DirecTV that they actually paid on time, instead of crediting the account for the amount of the check and the late fee, DirecTV will probably issue the credit as a promotional freebie.rudeney said:I agree that it's probably not best to give every CSR access to customer's financial account information, but I'll bet there's some department within the monolithic bureaucracy that has access. It's likely that physical checks are processed by a lock-box service and they nearly always image all documents, including the envelope, and store that along with the transaction data. There should be some back-office accounting group where a CSR can send a request to have this researched. All it would take is a person looking at the images from that transaction to see where the payment actually belongs.
The problem is that no matter how the payment got to the wrong account, some person out there is short $17.xx and it's unlikely that D* will actively pursue it. In fact, my guess is that they will send nasty letters to the person whose account is missing the payment. That person will claim it was made but will have to bear the responsibility of proof. Since few banks send back canceled checks, the person will likely have to pay the bank to research the check and send a copy of it to D*. Since that will probably cost almost as much as just paying the erroneous $17.xx arrearage, well, you see the problem…
CSR said it was a check. Apparently it appears different than the online payment I made which appears as "EFT Payment." The mystery payment show as just "Payment."JLucPicard said:In this day and age, there may be a pretty good chance that it wasn't a check.
So you're ok with the waitress on the local greasy spoon having access to your cc number or the clerk at Wal-Mart having access to your check routing number, account number, signature, etc., but you wouldn't want a Directv CSR to see it? I don't see much of a difference here.RegGeek said:I'm not sure I would want just any CSR to be able to pull up an image of a check with my routing/account numbers and a copy of my signature. That could lead to a whole bunch of other problems.