Adt Online
The Agony Of Online Bill Paying
It seems unlikely I'm the only one who's finding that online bill payments are often more time consuming than the "write a check and send it" system. And yet, I'm still trying to make online bill payments (and many support calls) with the notion that theoretically, it's easier that way.
Okay, let's take yesterday. I'd gotten several emails from Chase telling me I hadn't yet paid my bill. Well, I knew this of course. I'd tried to pay it several weeks ago and not only was their website blocking me from signing in, but I wasn't able to access the "contact us" part of their site which would have given me (we hope) a toll free number. And then, yesterday, I figured I'd try it again and, again, their website wouldn't let me sign in, but -- to their credit, and despite seemingly endless menu choices -- I managed to reach someone by phone. A woman in India. Now is probably a reasonable time to mention that I've had a voice disorder since I was 36 years old. (Not yet twice my years.) My vocal cords spasm in such a way that I speak softly and often can't be heard or understood, particularly over the phone, and particularly by non-native speaking -- although well-meaning -- customer service representatives in India. Yesterday the woman asked me if I would please speak louder. I did my best. (When I increase the volume, my voice breaks up in such a way that I sound -- as my husband has put it -- like Radio Free Europe. It's the best description I can think of.) After doing my best, the woman in India told me not to talk. Instead, she only wanted me to answer "yes" or "no" to questions she would ask and, based on my answers, she'd be able to help me. She reminded me, twice, that she only wanted me to say "yes" or "no". I said "OK." Had I tried to sign on to the website?Yes.
Had I entered my ID and password?
Yes.
Was I able to log in?
No.
Did I have an activation code?
What??? Um... No. I learned I needed an activation code to reactivate what had, unknown to me, formerly been active. It seems Chase captures your ID and password, as well as your computer's IP address. So when I'd tried to access the site from my laptop, rather than the home computer I usually use to pay bills, the site didn't recognize me. Good to know. The support woman in India said she had a couple of email addresses for me and asked me to tell her the correct one. Hmmmm... what happened to the "yes/no" option? Since things like email address need to be accurate, and my voice can make it all too tricky to get it right, I asked her to tell me the email addresses she had on file so I could let her know which was the right one. She said she couldn't do that for "confidentiality reasons". With voice disorder still in tow, I gave her my current email address. Several hours later, after not getting an activation code, I started over again, only this time the website itself sent me an activation code. I used it, and when I pressed "pay bill" I got a message that the site couldn't process what I was doing and that I needed to call another number. This time a woman who speaks native English answered. She happened to know the website was having problems and suggested she take my payment by phone. I gave her the information she needed (the same information available on their site), and the bill was finally paid. So far, paying this one bill had taken roughly 10 times longer than it had before online payments swept into my life. By Robin Stamm -
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