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Technology Stocks : CheckFree (CKFR) -- Ignore unavailable to you. Want to Upgrade?

To: BeverlyB7 who wrote (5627)	7/6/1998 9:22:00 PM
From: D Mueller	Read Replies (2) \| Respond to of 8545

Coincidently, I had reason to call Checkfree customer service with a payment problem today. I'll relay my experience. I noticed a problem when I opened my Frontier long distance telephone statement. The statement showed payments of $43.57 and $43.58 being made on June 15th and my Frontier accountshowing a credit balance. The only problem was that I had only made an E-payment for $43.58 last month. I checked my online statement with Bank One and did not see where 2 payments had been made on that date. Only the $43.58 had been debited. I suspected that it probably was not Checkfree's error at this point, but thought I would give them a call and see what they might know. It took about 3 minutes to get through to a rep. Not a great response time but not nearly as bad as my experience with most customer service departments these days. The rep I spoke with was pleasant and polite and took down all the basic information. She got off of the line for about 45 seconds to do some research and came on the line and said that she needed to research the problem further and they would be back to me probably by tomorrow. When I got off of the phone I thought that I might hear from them tomorrow, but doubted they would have much luck getting to the bottom of it. Well guess what... I had a return phone call within 40 minutes. It turns out that it was not Checkfree's problem, or at least they were not the cause of it. They said they tracked the payment to the biller and that the payment had been bundled with others for payment on that date. There was another customer payment in that bundle for $43.57. She explained (and I have no reason not to believe her) that Frontier had erroneously posted both transactions to my account. Another Frontier customer who pays via Checkfree had had his checking account debited but was not credited for the amount on his/her telephone statement. The Checkfree rep said that the biller was correcting the problem and that the corrections would be reflected on my next statement. No real hassle, no mess no worry. Don't get me wrong, I was not thrilled about having the problem in the first place. But when I reflect on it I can imagine the hassle, mess and worry if I would have had to have directly contacted the billing department at Frontier. Customer service does count for a lot! And when you have a problem that can be resolved quickly and professionally that $5.95 or $9.95 monthly fee is that much more of a value. Don