Late last fall, the Hines family of Reynoldsburg ordered a security system from ADT. They were satisfied with the service.
A few weeks later, Sue Hines was checking credit reports and she noticed a $1,700 past due bill on her husband, Tim’s account.
After checking with the collection agency, she discovered the outstanding bill was from ADT, which confused Mrs. Hines.
“Then when I really started looking at it, it was from an account from 2015, early 2015. We had never had the service before”, said Hines.
Mrs. Hines contacted the collection agency and ADT to explain the bill is a mistake but didn’t get very far.
That’s when decided, she Better Call Jackson. We compared the accounts and noticed, the name and the name of the street were the same but the addresses with different.
We went to the other address and discovered, that home formerly had ADT service and it was opened in the name of her father, Timothy Hines. Same name but different person.
I was finally able to speak with ADT Public Relations Director Bob Tucker, who took immediate action.
He realized the mistake, adjusted the bill, and had the bill removed from Tim Hines’ credit report.
“I was so relieved and so happy that it was completely taken care of and I felt heard”, says Sue Hines.
As a small gesture to the customer, Tucker also included three free months of service from ADT and spoke with Mrs. Hines to personally apologize for the mistake.
“I would have still been fighting it, I give you all the credit, you were the one that fixed this situation, I cannot thank you enough”, said Hines.