PATRICIAAK
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FRUSTRATION!!!

Thursday, May 28, 2020

It's been a long day. I tried to pay a bill on line and couldn't get into the site and instructed to call 800-xxx-xxxx. Then begins the frustrating calls to customer service! You give your information to the 'machine voice' (who has you repeat it x times claiming it didn't understand) then says it will connect you to a person. Next you're put on hold (with the machine voice repeating over and over and over how important your call is) When the human finally gets on you have to repeat all your information 'for quality assurance'. Human says 'your not in the system, are you SURE you have a bill with them! Finally human decides to transfer you to 'someone who can help'!' You again You give your information to the 'machine voice' (who has you repeat it x times claiming it didn't understand) then says it will connect you to a person. Next you're put on hold (with the machine voice repeating over and over and over how important your call is) When the human finally gets on you have to repeat all your information 'for quality assurance'. Human insists there is no bill with their department because your not in the system, and questions are you SURE you have a bill with them! (Rattling the paper bill with a due date next week, the answer was Yes! Next human decides to transfer you to another department. You give your information to the 'machine voice' (who has you repeat it x times claiming it didn't understand) then says it will connect you to a person. Next you're put on hold (with the machine voice repeating over and over and over how important your call is) When the human finally gets on you have to repeat all your information 'for quality assurance'. Human finds you 'in the system' and BLAMES YOU for not giving the identifying information that agreed with theirs! They had entered 1 number in the identifying information incorrectly!!! Also, human claimed I was WRONG to call the number I was directed to call from THEIR WEBSITE! I should have called a number (printed in small print once on a 4 page bill which spelled out late fees, penalties etc. if they didn't have the money by 5PM on due date and they were not responsible for delayed mail). That's why I wanted to pay it online. After the payment was finally accepted, I asked if they could compensate in any way for the duress and wasting over an hour of my time as their website (which I got from the bill) directed me to the wrong number. Human said their company 'NEVER compensates' (even when it's their error!). I replied, 'that's because your company DOESN'T CARE ABOUT THE CUSTOMER, the only thing that matters to them is the bottom line.'
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Member Comments About This Blog Post
  • ARNETTELEE
    I understand your frustration. Wow, what a long post, Patricia! The worse ones are those that indicate that due to the numerous calls, your wait time is XX minutes. When the time is up, then you are put on hold again. Or even those that do not indicate how long your wait time is.

    The best one is: You are the 5th caller...you are the 4th caller, etc. It gives you an idea of how long your wait time may be.

    Take a deep breath and hug yourself for a job well done! emoticon
    72 days ago
  • ALEXSGIRL1
    sure loved the days when a human answered and knew you directly.
    73 days ago
  • 1CRAZYDOG
    OH goodness. GRRRrrrr. Glad you were at least able to finally get the challenge solved. NO thanks to them!
    73 days ago
  • MILPAM3
    We've all been through being shoved from pillar to post like this. And this is what THEY call customer service. So aggravating. Sometimes going with a different credit card company (if indeed that is what bill you were paying) and writing a letter explaining your decision at least alerts them to their shoddy service. emoticon
    73 days ago
  • L*I*T*A*
    emoticon emoticon emoticon
    73 days ago
  • PICKIE98
    I NEVER reply to the robots. I sit on the line until they connect me. The only time it does not work is for the government. They just end the call.

    If that is a credit card or non-essential, I would consider dropping them. HOw horrible. When I started certain companies, I would do what they said and ended up like you. After that initial call, I just sat there until they realized there was no reply,so they connected me to a human.

    Deep breaths, good nights sleep.. so sorry you had to go through that.
    73 days ago
  • DEBANNE1124
    It is frustrating indeed. That has happened to me.
    74 days ago
  • DEE107
    hugs my friend
    74 days ago
  • TOKIEMOON
    I feel your frustration and anger. Trying to call customer service or another special dept is never an easy task. I especially hate having to all Charter/Spectrum about an internet or cable tv problem. I end up screaming at the voice telling it over and over that I want to speak to a representative. Instead, the automated operator keeps trying to "fix" my issue itself. Whatever happened to the customer is always right and should be treated like a valued commodity to be treasured?
    74 days ago
  • USMAWIFE
    have been there so many times.. actually did that today with the IRS website. tried to pull up our payment record. first you go to their website... then you search for the correct link.

    you find the link. click on it. it then says to have your basic information ready to enter

    you click on the next link. which tells you then need to confirm it really is you. they ask for to have either a credit card. student loan, car loan , mortaage or home equity line of credit account number.

    you click on enter. you enter the basic name.. social and email address

    you get a message saying they are going to email you a code through your email

    get the code.. enter it on the link. click next

    there you enter the address.. phone number and one of your account numbers

    press enter.

    now you get a screen saying they need to confirm it with your cell phone. Your landline can not be confirmed.

    I enter the cell phone. says it is not in the system and they can not verify.. thereby you need to get the code by mail to get your account

    so you click on that link which now tells you .. due to the virus, there is no one working in that area and it would be a while before you get your code and / or statement


    74 days ago
  • REGILIEH
    I would not ever do business with that company AGAIN!
    74 days ago
  • EDWARDS1411
    How exasperating for you!!
    74 days ago
  • MILTONS_MAMA
    This sounds like the time I tried to call Medicaid about my account with them, and they claimed I was not in their system at all. I have two parents, but she only looked up under my mom, and it wasn't under her. It was under my other parent, which she finally looked me up under. I don't know why I can't just BE in their system as MYSELF! Why do I have to like be owned by my mother or my father? What is that? I am ME!

    I totally sympathize with the hassle you received, and I hope that things will be easier for you in the future! Best of luck!!! emoticon
    74 days ago
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