It happens to all of us. Our card gets billed twice. Or we need to return a product because it arrives damaged. Maybe you’ve been double billed by a medical facility. Perhaps you were charged for two items instead of one and don’t realize until later that day or the next week. We typically have two choices – ignore the mistake and allow our budget to absorb it. Or we can address the error and get our money back. I’m guessing you know which I’d suggest. So here are some basic strategies to help you navigate the awkwardness that can arise with incorrect charges and billing.
Pay Attention
The only way you’ll actually see an error like those listed above is if you’re daily checking in with your finances. Log in to your bank account. Actually read your bills. Thoroughly reconcile charges on your statements. Read your emails. You could easily lose $100s of dollars every year simply by being asleep at the wheel.
Don’t Put Your Head in the Sand
The “ugh” I felt recently when I realized we had been double billed for a hotel room the week we moved our daughter back to campus was audible. I knew it was a mistake. And I knew it was going to probably take 2-3 phone calls to get everything straightened out. Probably the most basic (and unhealthy) response for all of us is to ignore the problem and expect it to correct itself. This can happen sometimes with double charges; however, it’s not the norm. Another temptation is to tell ourselves we can deal with it tomorrow or next week or next month. The longer you wait, the more difficult things will be. Don’t put off addressing a problem as soon as you see it.
Investigate the Best Ways to Reach Out
Every company has a different system when it comes to customer service. Identify which channel works best for both you and the vendor. Even though most of us dread using our phones to actually call someone (please tell me it’s not just me), in the end it may be a good idea to talk to a live human being. But work the channels as needed.
Create a Cheat Sheet
Before you speak to anyone or hop on a customer service chat, be well informed of all of the details of your incorrect charges or billing. For me that included writing down the phone number of the hotel, the reservation confirmation number, my rewards member number, the dates of the charges, the night we stayed, and the exact amounts. Having all of that information in front of your face will help you stay focused on the conversation at hand. On the same sheet or document, you can easily add the details of who you’ve talked to and any pertinent details.
Follow Up
Oftentimes, you’ll need to make an extra call or send another email to get the matter resolved. And you’ll need to watch your accounts to ensure that money has been refunded or reimbursed. If you can, speak with the same individual or email that you did the first time. Don’t be afraid to ask for a manager (you can do that without being a Karen by the way – more on that in a minute).
Attitude is Everything
Keep in mind that you’ll always catch more flies with honey. That is to say, you’ll get further with kinder words and an understanding attitude. I get it. Being overcharged or misbilled invokes panic in all of us. No one wants to lose money. However, the person on the other end of the line likely did not make the mistake. Nine times out of ten, they’re just as eager to get the problem resolved as you are. Take a deep breath. Remain calm. Smile. You’ll communicate more clearly. You’re likely to get better results.
Decide If You Need Outside Help
In some cases, you may need outside assistance. This may mean calling upon a friend who has an expertise in your particular area. Or you may even need to hire the services of a professional like an attorney. Just be sure that whatever amount you can get returned is more than what you’d pay someone to help you recover it. Attorneys fees can quickly add up. An amount of $200 or less probably wouldn’t be a wise choice because the hourly rate is likely to outpace that figure. In some extreme cases, it could be the right choice though. A quick phone call to a professional will reveal whether or not this is prudent.
More than anything, I want to remind you that you can do this. Take charge of your finances and make the call or send the email or pop on the online chat. It’s worth the time to make the most of your money.
My book is now available: Slaying the Debt Dragon: How One Family Conquered Their Money Monster and Found an Inspired Happily Ever After. You can also check out The Debt Free Devotional
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