Forum Discussion

racy1's avatar
racy1
Freshman
2 years ago

Didn't get the promotional credits as described

Your agent tricked me into signing up for the next service level on my complaint call for slow service. That's a new topic for later. But part of what he stated was that I'd get a $100 promotional cr...
Promotional credit not as explained
  • Damian's avatar
    Damian
    2 years ago

    racy1,

     

    I completely understand. I am happy to have been a able to resolve this particular issue and I wish you luck with the next steps of getting your other issue resolved. The credit was applied to your account today 11/13/2023 and will start on your December bill in the amount of $30 off for 3 months. Your case number is #156065750 you have a great evening as well. -Damian  

racy1's avatar
racy1
Freshman

Thank you. That bespeaks poorly of their 24/7 support which has given me nothing but delays and non-action for 3 days. 

 

For those who may be reading this thread I see a typo in my sentence 5th from the end.  It should have read "If you're going to issue only 12 credits, anyone would have started the upgrade a few days later to get $1200 instead of $1106.45 wouldn't they?"  Arithmetic skills fade around midnight.

maratsade's avatar
maratsade
Distinguished Professor IV
2 years ago

"That bespeaks poorly of their 24/7 support which has given me nothing but delays and non-action for 3 days. "

 

The phone reps are available 24/7, but are first tier responders, which means they can only do so much (and in most cases, what they can do is plenty) and are mandated to leave some decisions to higher tier support. 

 

The reps here are corporate reps and work 8 hour days, M-F (less if they're part time).  They reply during their working hours. Being at the corporate level, they are more highly placed and can make decisions the other reps can't. 

 

You can always call the phone line and ask to be transferred to an account rep, but that office is also a 9-5, Monday to Friday office. 

 

You posted here on Friday, which may have been a holiday for office workers (observation of Veterans Day), so accounts and corporate may have been closed. 

 

I sympathise with your frustration, and I hope someone will reply to you promptly on Monday. 

 

"Arithmetic skills fade around midnight."

 

So true.  🤣