Problems With Clear

Chat Transcript
Hello Mathew. Please wait while we find a CLEAR specialist to help you.
Your question is: Tell me why my service has been suspended.
You have been connected to Raselle S.
Raselle S:  Thank you for contacting Clear, my name is Raselle. So I can help, may I please have your last name?
Mathew:  ####
Raselle S:  Thanks, Mathew. How may I help you today?
Mathew:  Tell me why my service has been suspended.
Raselle S:  I understand that you want to know why your account has been suspended.
Mathew:  Yes.
Raselle S:  I'm sorry that you have to chat us with this concern but don't worry I'll be more than happy to assist you okay.
Raselle S:  Just to confirm, is ########## a good callback number in case we need to contact you?
Mathew:  yep
Raselle S:  I would be happy to help you further. Would you please verify the account by telling me, in what city you were born?
Mathew:  ########
Raselle S:  Thank you very much for helping me verify your account. The exact answer on file ########. It is case sensitive.
Mathew:  oh ok, thanks
Raselle S:  By the way, is the e-mail address ############### your updated email address?
Mathew:  yes
Raselle S:  Thank you for the confirmation.
Raselle S:  Our record shows you have one active home service plan and one suspended mobile plan due to non payment.
Raselle S:  And I am seeing $52.04 credit balance on your account.
Raselle S:  Would you like to restore the service by applying the $52.04 credit balance on your account?
Mathew:  Yes please
Raselle S:  Okay great! Please hold while I reactivate your mobile plan.
Raselle S:  There you go! I was able to apply the charge and reactivate the account.
Mathew:  thank you
Raselle S:  The first time you log on, you will get the terms and conditions page that you should read through before accepting them. Once you've accepted them, you'll be able to access the internet.
Raselle S:  You're most welcome, Mathew.
Raselle S:  Just to let you know, CLEAR My Account (www.clear.com) is an online account management resource to help customers answer basic billing questions and troubleshoot common service issues.
Raselle S:  Is there anything else I can help you with?
Mathew:  Yes, you have not answered my question
Raselle S:  Oops sorry about that.
Mathew:  Why was my acount suspended for non-payment when I had sent payment before the bill was due?
Raselle S:  Please hold.
Raselle S:  If we will add the device on your account, you will be charge lease fee.
Raselle S:  Is that okay with you?
Raselle S:  Oops please disregard that.
Raselle S:  It shows that there was an advanced payment posted on your account for your June 5 renewal date however your payment method on file is cash in which the system will not immediately recognize the payment posted. However rest assured that the payment you made was successfully applied to your June 5 monthly fee and both services are active.
Raselle S:  Everything is all set now.
Raselle S:  I really apologize for the inconvinience this has caused you.
Raselle S:  Meantime, are there other issues I can help you with?
Mathew:  If it's just once, thats ok. But I have to go through this process every month.
Raselle S:  Mathew, keeping a credit/debit card on file makes it convenient for you to pay for your services automatically each month. You may want to add a card on file to prevent this from happening.
Raselle S:  Or pay your bill before your renewal date.
Mathew:  I removed my card from being on file because I was being over-charged.
Raselle S:  Your mobile plan renewal date is every 5th of the month. I suggest that you pay every 4th of the month-1 day before renewal date to avoid service interruption.
Mathew:  Your records will show where I was credited for the amount I was overcharged.
Mathew:  I did that this time.
Mathew:  AND I contacted "Karen L" on the 4th to explain that my service would be suspended and she assured me that it would not be, but it was.
Raselle S:  Sorry but your payment method on file is cash in which the system will not immediately recognize the payment posted.
Raselle S:  This is due to system error and I personally apologize for the inconvenience.
Mathew:  I agree it is a system error. I'd like to get it fixed so I don't have to go through this every month.
Mathew:  Unless this system error is intentional to punish people like me for not keeping a credit card on file.
Raselle S:  Sorry but this not intentional.
Raselle S:  I'll be sending a report on this for escalation.
Raselle S:  Thanks for bringing this on our attention.
Mathew:  How can I follow the escalation of this problem?
Raselle S:  Just visit us again here in chat to follow up.
Raselle S:  Incident Number: 363936085
Mathew:  What is the case number associated with the report?
Mathew:  Thank you
Mathew:  I appreciate it. I really like your service.
Raselle S:  Case 08098361.
Raselle S:  You are most welcome, Mathew.
Raselle S:  Just to let you know, CLEAR My Account (www.clear.com) is an online account management resource to help customers answer basic billing questions and troubleshoot common service issues.
Raselle S:  Thank you for chatting with me today! If you have any further questions or concerns, please feel free to contact us; we are available in live WebChat 24 hours a day, 7 days a week. Have a great day! You may now close this window.
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