Stupid care rep tricks!
I'm just full of complaints today!
So the current beef is with reps who apparently totally do NOT understand what backdating a rate plan entails. I got a customer who was on the 3000 min plan, had 25.00 or so in overage and the helpful rep says cool, let's put you on the 1000 N/W plan, that will fix it all up for you! Didn't bother to check the unbilled usage first, of course... didn't notice the customer had already used 3100 peak minutes... so when the rerate happened the customer was socked with about 1600 minutes of overage! 😳 Fortunately, it was a SmartAccess account so it suspended immediately, and also fortunately her bill cycle ends tonight so I was able to get her BACK onto her original rate plan with added OP, WK and M2M fea...
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So the current beef is with reps who apparently totally do NOT understand what backdating a rate plan entails. I got a customer who was on the 3000 min plan, had 25.00 or so in overage and the helpful rep says cool, let's put you on the 1000 N/W plan, that will fix it all up for you! Didn't bother to check the unbilled usage first, of course... didn't notice the customer had already used 3100 peak minutes... so when the rerate happened the customer was socked with about 1600 minutes of overage! 😳 Fortunately, it was a SmartAccess account so it suspended immediately, and also fortunately her bill cycle ends tonight so I was able to get her BACK onto her original rate plan with added OP, WK and M2M fea...
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People don't have credit, or bad credit and cannot go pass $150 on their bill, or their account will be suspended until they pay the balance and bring it back down to below $150.
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