Auto Pay Concern - I had a card on file
"Thank you for calling AmeriGas. My name is Jen, how can I help you today?"
"Good morning, Jen. I don't know why I got a past due invoice, I'm on autopay. What are you guys doing?"
"I am so sorry for the inconvenience. I'll be happy to look at your account and see where I can help with your autopay set-up. May I have your name please?"
"Donna Martin."
"Thank you, Donna. May I have either your account number or phone number to access your account?"
"Yes, my phone number is ###-###-##90."
"Thank you, Donna. Please bear with me a minute while I locate your account." ... "Okay, I have located your account.
Can you please verify the service address including your zip code?"
"Yes, my address is 123 Happy Lane, Anytown, TX 12345."
"Thank you, Donna, and I have an email address of myemail@mail.com. Is this the best email for you?"
"Yes."
"Donna, I do see that you are set up on Autopay and I apologize for the confusion. We did have a system update which would require you to log into your online account and re-enter your payment details. I am so
sorry if you did not receive the communication about this update. I do also see the late notice but that's just a reminder that the payment is due. There has been no impact to your account. Would you like me to hold while you make the updates in your online account?"
"Yes, I would just in case I have a problem"
"No problem, I am happy to wait."
"Ok I think I did it. I just entered my same credit card information?" "I don't want to pay a late fee."
"I completely understand. You have made the appropriate updates so your autopay should function correctly for future invoices. I'll be happy to take the payment for the balance due on your account of $150.00." "How will you be making the payment today?"
"With my Mastercard."
"May I ask you to hold just a minute while I set up the payment system."
"Yes, absolutely!"
"Donna, thank you so much for your patience." "Can you please enter your credit card number on your telephone keypad and then press the # symbol (pound, hashtag) when you are done?"
"Okay ... I'm done"
"Thank you so much and may I have the name on the card and the expiration date?”
"Donna Martin, March 2024"
"Thank you, Donna, your payment has processed successfully." "Would you like the payment confirmation number or an email copy of the receipt?"
"No, thank you"
really apologize for the inconvenience, and I am adding notes into your account about our interaction today." "Are you satisfied with the service I provided you today?"
"Yes, thank you"
"You're very welcome, Donna and thank you for being a valued AmeriGas Customer. I hope you have a great day."