NOTHING BUT A-HOLES
No one seems to be any help. I have a customer that came in today (i work for an agent) and they were apparently put on a plan with no Mobile to Mobile when we werent even offering a plan with no mobile to mobile. Ive talked to two different reps and no one seems to be any help on crediting this customer. The customer is freakin pist!
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Did the customer change plans with less than half of the contract left and opted to not extend?
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jramossteel said:
Did the customer change plans with less than half of the contract left and opted to not extend?
Good call or did they pick a plan that its not included, like a regional plan, where they gotta buy mobile to mobile.
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No this customer signed up in Feb on a 59.99 GSM Nation Family Talk. The plan was supposed to come with 850 w/ Rollover, M-2-M, Nights and Weekends. For some reason M-2-M wasn't a part of her plan. I was a former blue agent and since the merge have have GREAT success with Cingular CC reps and today there seems to be a bunch of jerks working that don't want to help at all.
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The problem would be that the store did not put it on there, and they would have to take fault for it because otherwise the most credit that they would get is 50%. Was it in your store?
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It was a 2 year. Yes it was our store. But in our defense in post we don't select features and promo's to add to the account. We select from a List a plans that are currently offered. I talked to one rep and basically told her I will take full responsibilty to get this fixed for our customer because the customer had no fault in this and shouldn't have to pay this 400 dollar bill. They turned it over to the team that I guess figures out if there will be a credit applied or not. They are supposed to give me a call back in a couple of days. (yeah right) I just don't think the customer should have to pay for this mistake.
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Yeah but the codes tell you what the plan has... I would just call back again and explain the situation again, either that or email your account rep at Cingular and see what they say. đ
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Why the hell would Cingular even offer that plan to populate as a choice with no mobile to mobile on it. All thats asking for is problems.
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Again, then thats only there to cause problems. We cant even NOT offer a customer a contract. I know you have no bearing whether or not its there but I think its pretty stupid for it to be on our systems under "View Popular" in POS II when thats far from a popular selection. And it didnt even bring up the correct choice.
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Most agents can offer the no-contract option with a much higher price tag on the phone. I am sorry you are having an issue though. âšī¸
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I am sorry this happened. It is frustrating. The reason it was sent to the re-rate team is because we cannot credit something that large. I know in our center our re-rate team is really good about taking care of these things, im not sure about where you are though.
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Floyd said:
No this customer signed up in Feb on a 59.99 GSM Nation Family Talk. The plan was supposed to come with 850 w/ Rollover, M-2-M, Nights and Weekends. For some reason M-2-M wasn't a part of her plan. I was a former blue agent and since the merge have have GREAT success with Cingular CC reps and today there seems to be a bunch of jerks working that don't want to help at all.
Was it a 1 year contract or 2 year?
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That would have no bearing because the promos are offered on a one or two year contract. đ
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Ahh, that happened to me. Have fun with that. It went to a committee two or three times and was denied until almost a month later. I don't know what process they use, but it's pretty easy to see when they look at the bill and see a $1.50 charge next to a M2M designated call. I actually went through my entire bill and added up what I should be charged and emailed Cingular. After being denied the second time, I told them to fax their copy showing where they actually sat down and looked over my bill just like I did. After that, the fog was lifted and they were able to see. I was pretty close to filing a complaint with whoever I would need to with. I think my bill was around $600, $500 more than what it should've been.
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