I answered the phone - the customer tells me that she's being billed, but has never ordered service. I ask for the credit card number to pull up the account. She promptly tells me its not being billed to a credit card. Here's what follows:
Me: "How are you being billed?"
Cust: "I don't know"
Me: "You know you're being billed, but you don't know how you're being billed...?"
Cust: "No, but I have an invoice here with the account number on it...."
*bangs head on desk* DOH!!!! Hello????