Earlier this month I received not one but two emails from Clear Wireless informing me they were unable to process a payment for internet services. Well, I’m NOT a Clear Wireless customer – haven’t been a customer for close to two years now.
Actually, I never truly had a chance to experience Clear’s internet services because their devices were unable to locate a signal indoors or outside of my home. Our brief relationship came to a swift, abrupt end when I cancelled service and returned their equipment, or so I thought.
Alarm bells went off in my head. I wondered, Is this a scam? What’s with these emails Clear? I fully expected that all of the contact and financial information I gave Clear to establish an account would be deleted once they received their equipment and my account was cancelled. As you might imagine these “out of the blue” emails brought up concerns about privacy, financial resources and digital data.
I grabbed my smartphone to give Clear a chance to explain what happened and I also reached out to Clear on Twitter in hopes of getting to the bottom of these unwelcomed emails.
A Customer Service Rep told me to “disregard the emails. They were sent in error. At no time was there an attempt made to charge your credit card”. This answer decreased my concern but I remained uncomfortable about the whole email situation.
Lessons from Clear:
Strange things happen every day in business. Errors happen every day, but this is clearly a big one, if you ask me. These emails caused concerned consumers to share their frustrations on social networks – something every business wants to avoid. Clearly, something went terribly wrong at Clear.
To make sure this won’t happen to your business, when you end a relationship with a customer, no matter who ends the relationship, consider:
- Separate the former customer from active customers.
- Delete all customer information.
- Remove the customers billing (credit card or banking) information from your system.
Following these simple steps could prevent rogue correspondences from being sent out protecting your reputation from harm due to management or technology issues. Unwanted attention can harm an organization or brand far more than you might think. Don’t risk it.
What are your thoughts?