Democracy Has a Customer-Service Problem

In early december, I received an electricity bill for 1,400 British pounds ($1,700). It was an absurd overcharge for six months of energy I hadn’t used, in a house I moved out of two years ago, from a company that was no longer my supplier. “Oh well,” I said to myself, “it’s just an obvious clerical error.” I assumed the problem would be resolved in an hour, tops.

I was wrong. I called the company seven times. I contacted its WhatsApp support line six times. I sent emails. Each time, someone new responded, restarting the entire process. At one point, I got a text from a subsidiary debt-collection agency threatening my credit rating. Finally, I was notified last week that the mistaken bill had been withdrawn. I had spent more than 20 hours of my life across two months fixing the company’s mistake. The company faced no penalty.

Although my example is drawn from my life in the U.K., I’m from the U.S. originally and I know that virtually all Americans will experience a version of this story. And plenty of them won’t know their rights, or won’t be able to spare 20 hours on hold, and they’ll take on huge debts as a result. Many people won’t just waste time on hold with private companies but with the government as they try to navigate the maddening labyrinth of benefits programs…

Brian Klaas, for The Atlantic

Brian Klaas

Dr. Brian Klaas is an Associate Professor in Global Politics at University College London and a columnist for The Washington Post. Klaas is also a frequent television commentator and political consultant. He is also the author of the forthcoming book CORRUPTIBLE: Who Gets Power and How It Changes Us and host of the Power Corrupts podcast. Dr. Klaas is an expert on democracy, authoritarianism, US foreign policy, American politics more generally, political violence, and elections. He has previously authored three books: ‘The Despot's Apprentice: Donald Trump's Attack on Democracy’ (Hurst & Co, November 2017); ‘The Despot's Accomplice: How the West is Aiding & Abetting the Decline of Democracy’ (Oxford University Press, December 2016); and ‘How to Rig an Election’ (Yale University Press, co-authored with Professor Nic Cheeseman; May 2018).

https://brianpklaas.com/
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