Brilla.org

I recently switched to auto-pay with my ISP, Charter. Beloved Charter Communications sends me a letter, notifying me of my balance, and that it will be automatically paid out on the 28th. Perfect.

Two days later, I get a letter in the mail alerting me that my account has a balance due, and that I should pay to avoid service interruption. No worries, I’m slated for auto-pay; the letter even says so. Perfect.

Two days later, I receive a phone call from Charter Communcations. “No worries!” I crow, “I’m slated for auto-pay!” The kind lady responds, “Oh, perfect! I’ll mark your account for auto-pay!” Perfect.

Two days later I get another letter making mention of interrupted service if this thing doesn’t get paid. No worries; auto-pay! “Total Due via Auto EFTS:” it even says. Perfect?

Two days later — twenty minutes ago — my internet service is cut.

It’s not a huge deal. I spoke with Jack at Charter and he got it all squared away quickly. But it’s things like this that make me want to go into consulting. “It’s all automated by computers,” Jack explains. And it’s true that computers never make mistakes, per sé. But if we could expend just a little more effort here and there in telling computers exactly what to do, computers could better communicate with those of us who do have souls, reasoning skills, et cetera. Charter could save lots of money in wasted phone calls, paper, postage, billing, customer service…

And I could be at work, saving the world from other such tragedies.