Collection problem (Part 2)

Last week, I received an email from a consumer who has a problem with a particular telecommunication/ internet service provider company. The email sender is asking for advice on a collection letter he received. In a nutshell, he feels that he should not be compelled to pay the entire amount as he is disputing the “outstanding balance of 3,600 pesos plus 30% interest” amount because he personally believed that he was not able to utilize the service he expects. 

 As what I have said, this particular scenario is very common to us consumers, be it a cable service, cellular bills or credit card charges. A lot of times, given similar scenario, we tend to immediate decide not to pay a bill because we feel it is unfair or simply ‘out of principle”. Believe me when I tell you – even if you feel or sure you are correct; not paying a particular bill, because you are not satisfied with their service is not always a good move to do. There is such a thing as terms and conditions -mostly written in small letters, at the back of the contract you signed. Meaning, there is a contract or agreement every consumer signed when availing of a service, even for a promo. Once signed, it now becomes a legal contract or a binding obligation for parties involved.

Since I am not a lawyer, I would not attempt to give specific advice on this particular case. However, the following are simple steps you could do before you decide not to settle or to settle the said account:

First, read the terms and conditions of your contract. This is what we call “reading the fine print’ most especially when it comes to promos. Normally, the terms and conditions are written at the back portion of the document you have signed. I am pretty sure it is expressly written with your service agreement what are the remedies you could do or what are the processes to follow if you have problem with their service.

Second, make sure that you have documentations. Example, if you are claiming that you are not satisfied to their service or worse, there was no service to speak of, how did you inform them? Can you prove that you have given them notice; did you made sure that your complaint/s are written and well recorded? If you email them, print the email; if you visited their company, when, what was the name and position of the person you have filed your complaint with. Normally, service companies have a complaint sheet or tracker to monitor customers’ complaint. Obviously, the date of your complaint and circumstances afterwards are very critical in your defense later on.

Third, go to the proper government regulatory agency. If you feel that the service provider is not giving you the service stated in your service agreement, there are several agencies that can provide you with assistance. Such as the Consumer Protection Division of the Department of Trade and Industry (DTI) or since this is a Telco, you could ask the help desk of the National Telecommunication Commission (NTC) among others.

Bottom line, the collection letter you receive is a procedure that is necessary because as far as the Telco is concerned you need to pay, being an existing subscriber. It is you, who must present a clear proof that you have a legitimate reason of not paying and must dispel the common notion that yours is just a reaction or just an alibi not to honor an obligation.

For comments, rejoinders and questions related to credit & collection, email to [email protected].