From my experience people think why should I bother reading what this person wrote when I can just call her and she will explain all to me.
I hate wasting time, so I'm kind of like Hitch, I prefer to spell it all out and send it hoping they read it, than having to spend time on the phone dealing with them, but now and again there is some smart people that calls or emails instead following instructions, too bad for them that I also can’t be bothered to do the what they should be doing instead of calling me
Just this week I had two of these, they requested some work, we send them the bill for payment which can only be paid by a code in the ATM and has a time limit for the payment to be made. If the bill is not paid in time we send a notice just reminding them that if the payment is not done the process will be archived without further notice, but if they still want it they can follow the instructions to activate the payment information.
This two people received the notice and called to let me know they are trying to make the payment without success, so the first thing I ask is if they reactivated the payment information, and of course they didn’t, so I tell them to read the last paragraph of the notice and follow the instructions. In the beginning I would activate the payment information when sending the second notice, but I realized that it was not worth it since most times they wouldn’t pay so now I sent the information and even when they call I don’t do it, if they don’t want to have this additional work, pay in time, and believe it or not, some have learned and now don’t call each time they let the date slide, they now solve it themselves.