whit wrote:He wasn't asking for his fee to be reversed.
Clearly on the phone it's different than in person when explaining things.
Instead of trying to tell him what you think happened and how to go about it, why not try to give options?
Eg--I have changed the statement date sir, as requested, if you have a moment I can go over a few options so going forward it'll be easier--or whatever you want to sub in the end.
If he is okay with that you can than say, xyz offers to email courtesy reminders before the due date we have changed it to..or, offer the option of autopay, he can do it for the minimum so at the very least he will never be late and can still control how much he pays when he pays--or autopay in full so he wouldn't ever have to worry about it.
If he doesn't have time or doesn't care than save yourself the further aggravation and just let it go, you're doing a great job but there's only so much you can do when the other party isn't open mind
Just my 2cent standpoint
Those are great thoughts. You sound really level headed and like you may even have experience in Customer Service. (If not, you'd be good!)
I would provide the transcript for you to see how it did flow, but I can't of course. I know he wasn't asking for the fee to be removed, but I mention that because I know that would be a positive he could have left the chat with, had the interaction gone better.
I think my mistake was giving in to the human tendency to want to debunk what was wrong/address the accusations first, and I may have came across as argumentative. I was just so aggravated that he kept pushing that we had changed his due date on him (said he could prove it, etc..) I should have ignored that part and handled his request first, before trying to provide any explanation. Then I may have avoided getting the FU response before even letting him know the results of processing his request.
Thanks for letting me vent and giving good helpful insight into how the situation may have gone differently/better.