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They wonder why they get angry customers! ( Long. Conversation added)

Posted by Anonymous   + Show Post

I used to work for a cell phone company in Canada. My cell phone is still with that company. Anyway, I have this charge on my bill that I can't seem to get removed. I have called in a few times, but nothing's happened. I've also gone into the store ( they are a Dealer and can't remove the feature themselves.) They've called in for me and haven't got anywhere with it either. 

Today I decided to try their online customer support chat. Boy, oh boy. What a headache. I wasted almost an hour getting nowhere. I saved the conversation so I can show a friend that works at the store. 

2:10 PM   Jeff: Hi, you’ve reached Jeff, how may I help you?

2:11 PM   Me: Hi Jeff. For the past few months I've been getting a charge on my bill for Ringtone $5 Subscription+$1 Download Fee. I have an iPhone.. I can't use ringtones from the website. How do I remove this?

2:12 PM   Jeff: All you have to do is text the word "OFF" to 555. You will get a link to turn off the ringbacks.

2:12 PM   Me: It's not for ringbacks, it's for ringtones.

2:12 PM   Jeff: Sorry about that. Let me pull up your account.

2:14 PM   Jeff: Please allow me 3 minutes to review your account. While I am looking into this matter for you, is there anything else I can support you with?

2:14 PM   Me: No, just this. Thank you.

2:20 PM   Jeff: Thanks for holding. I am still investigating the account. I will be a few more minutes. Thanks.

2:20 PM   Me: ok

2:22 PM   Jeff: Here are the steps I found:

2:22 PM   Jeff: Cancel Ringtones Subscription (Customer): 

         From device: 

        Select Internet icon from main menu. 

        Select My Account. 

        Select Manage Subscriptions. 

        Select My Subscriptions. 

                Select 2 Ringtones for $5. 

                Select Unsubscribe. 

          Confirmation page appears, select Unsubscribe again.

2:23 PM   Me: When I go to the My Account App on my iPhone, and click manage subsciptions, the 2                 ringtones for $5 does not show up for me to be able to remove it.

2:24 PM   Me: I cannot access my account from the internet icon on my smartphone, as it takes me to the actual website instead of the mobile website.

2:26 PM   Jeff: Okay let me get you to our wireless technical team to assist you further.

2:26 PM   Jeff: I apologize, you have reached Customer Care Live Chat for customer service and website inquires. For assistance with this Technical issue, kindly contact the Wireless Technical Support Team. Agents are available 24/7.

2:26 PM  Jeff has sent a link.

2:26 PM   Jeff: Follow the link above.

2:26 PM   Jeff: Any other questions?

2:27 PM   Me: I dont understand how removing a feature from my account is a technical issue, as it's something you are able to do, but I'll give them a try. Thank you.


-----------------------------------------------------------------

2:30 PM Sean: Hello and thank you for choosing Mobile Live Chat TECHNICAL support.  My name is Sean.           How may I assist you with your TECHNICAL issue today?

2:30 PM Me: For the past few months I've been getting a charge on my bill for Ringtone $5 Subscription+$1 DL Fee. I have an iPhone.. I can't use ringtones from the website. I was just speaking with Jeff in billing, and he told me it was a technical issue and gave me the link to speak with you.

2:31 PM Sean: Alright, I do apologize but Jeff should not have transferred you to us.  Any billing issue must be resolved by our Billing account, if you do not view that charge as valid, it should be removed.  I will note your account as such.

2:31 PM Me: Thank you, I appreciate it.

2:33 PM Sean: Actually, do you have the ability to browse on your device?

2:33 PM Me: Yes I do.

2:33 PM Sean: Are you able to browse (link for mobile site) on it?

2:34 PM Me: I can try. Give me a moment.

2:34 PM Me: It seems to be working

2:34 PM Sean: Great, do you see my account?

2:35 PM Me: Yes

2:35 PM Sean: Click or tap it please. 

2:35 PM Me: Okay.

2:35 PM Sean: Then Manage subscriptions

2:35 PM Me: Okay.

2:36 PM Sean: Thank you.  One moment please. 

2:36 PM Me: The only subscription that shows up is my MY10.. The 2 ringtones for $5 shows up under "add subscription"

2:37 PM Sean: Do you see My Subscriptions?

2:37 PM Me: yes

2:37 PM Sean: Click / tap it please. 

2:37 PM Me: I cant.

2:38 PM Me: Its just a header. the only option underneath to click on is MY10

2:38 PM Sean: You cannot click the 2 ringtones for 5$ ?

2:39 PM Me: I can, but its under "add subscriptions", not "manage subscriptions"

2:39 PM Me: Would you still like me to click it?

2:39 PM Sean: Alright, If that is the case, it must be manually removed by our Wireless Customer Care as it not present on your profile. 

2:40 PM Me: Okay.

2:41 PM Sean: You can use 1-888 number or LINK to speak to them

2:42 PM Me: Alright. Thank you for your help.

--------------------------------------------------------------------------------

2:46 PM   Holly: Hi, you’ve reached Holly, how may I help you?

2:48 PM   Me: Hi Holly. For the past few months I've been getting a charge on my bill for Ringtone $5  Subscription+$1 DL Fee.. I have an iPhone.. I can't use ringtones from the website. I was  speaking with Jeff, who told me this was a technical issue. Then I was speaking with Sean in the  tech department, who told me it must be manually removed by Wireless Customer Care as it not  present on my profile.

2:48 PM   Holly: I am sorry to hear. I can certainly look into this for you

2:50 PM   Holly: Please allow me 3 minutes to review your account. While I am looking into this matter for  you, is there anything else I can support you with?

2:51 PM   Me: No, this is all today. Thank you.

2:54 PM   Holly: Text "Ringbacks" to 555.

2:54 PM   Holly: Click link received in text message to access Ringbacks store. 

         Click Get Membership. 

         Select Unsubscribe and follow the steps.

2:55 PM   Holly: This feature is not something that we can remove

2:55 PM   Holly: I do apologize

2:55 PM   Holly: following the steps above will however unsubscribe you

2:56 PM   Me: Its not the ringbacks i'm concerned about. It's the ringtone subscription on my account.

2:56 PM   Holly: yes I understand

2:57 PM   Holly: this will unsubscribe you

2:57 PM   Holly: if you wanted them off you would text off to 5555

2:57 PM   Holly: 555*

2:57 PM   Me: 555 is to remove ring backs, not ringtones. I've done this already and it did nothing.

2:58 PM   Holly: Text "Ringbacks" to 555. 

          Click link received in text message to access Ringbacks store.

          Click Get Membership. 

          Select Unsubscribe and follow the steps.

2:59 PM   Holly: I assure you this will cancel your subscription

2:59 PM   Holly: Was there anything else for today?

3:00 PM   Me: I've done this already, which is why I am arguing with you.. because nothing happened.  Anyway, no thank you. I'm done with this for today as I am getting nowhere.

I decided to give it one more try & call in to Customer Service. Systems were down in the area I called. Grrr!! Another month with this stupid charge on my phone. It's so frustrating! Then they wonder why customers are leaving companies..

( Oh, and the difference between ringbacks and ringtones is Ringbacks play songs for someone who is calling you; kind of like hold music. Ringtones, of course, are what YOU hear when someone is calling you.)  

Posted by Anonymous on Feb. 20, 2013 at 3:39 PM
Replies (21-27):
Anonymous
by Anonymous 1 - Original Poster on Feb. 20, 2013 at 6:00 PM
1 mom liked this
Hahahahahaha!! This made my night.

Quoting Thelmama:

They were all Peggy in disguise........


Good luck.

ninjakids
by Christina on Feb. 20, 2013 at 9:23 PM
Ive worked for Sirus, John Hancock, Dell tech.,Newport News & Speigel (they were both the same center and we had calls for both), Rogers tech & bell mobility. It wouldnt have worked then - its the reps job to fix the issue and a sup will only take the call in extremly irate cases. We had to tell them everything including saying there was no sups in to take the calls.

My mother works uverse & verizon and its the same with her center.


Quoting miss_lisa:

I've worked for Sprint, Verizon, DirecTV, and Qwest call centers and the advice she offered would have worked for all of those companies.



Quoting ninjakids:

hahaa you have never worked for a call center. We are supposed to sway the customer from managers. Also - that manager you spoke with doesnt even touch accounts.Most customer service reps you speak with have more training then their manager & get paid more lol.





Also if you read your contract youll see even if you only get reception one day a month thats all they need to provide.lol. Sounds like you just spoke with loyalty. Having worked call centers for years i know my way around reps and had them remove my sos contract completely with the assurance that he was getting a new phone and major discounts on our account lol









Quoting GaleJ:

Okay your mistake here is speaking with people who do not have the authority or the willingness to actually do something. Call back during regular business hours and calmly, politely, with absolute firmness demand to speak to a supervisor. Then before even beginning ask him/her to tell you if they can actually reverse the charge all the way back to when it first appeared. If they can't go higher until you get the person that can. 

When you get to that person explain the problem and the difficulties you've encountered trying to solve the problem and again calmly, politely, but with absolute firmness ask them to HELP YOU SOLVE THE PROBLEM. Asking for help can be very effective since most people really will try to help if they're asked in a polite way. Then just be firm and reasonable and keep going until they solve the problem. Offer to provide the same conversations you put here to punctuate your point of just how ridiculous their customer service is and how glad you are that you've reached them so that this can be properly handled and solved once and for all.

This really works, I just recently got us out of our cell contract without being charged by following these steps. It took me almost two hours and I had to bump up four people but I did not allow them to charge me for breaking the contract when it was their service issues that caused the problem in the first place. Good luck.






Posted on the NEW CafeMom Mobile
jessimo
by on Apr. 5, 2013 at 2:00 PM

ahh! Had this problem too! FINALLY Got it fixed so thought I'd post it just as an FYI for anyone else who is having this problem. It took MONTHS for us to get it fixed, for something that should have taken two minutes. Rogers has terrible customer service. Here is how we did it:


On your phone:

1. Open browser and type in Rogers-fido.mobi:8080/primary

2. Under the My Account >> heading click "more"

3. Click Manage Subscriptions

4. Click Unsubscribe, Confirm Unsubscription


Hope this helps!



Anonymous
by Anonymous 1 - Original Poster on Apr. 5, 2013 at 4:49 PM
I tried this. For whatever reason it doesn't show up under my subscriptions. :( thank you though! :)

Quoting jessimo:

ahh! Had this problem too! FINALLY Got it fixed so thought I'd post it just as an FYI for anyone else who is having this problem. It took MONTHS for us to get it fixed, for something that should have taken two minutes. Rogers has terrible customer service. Here is how we did it:


On your phone:

1. Open browser and type in Rogers-fido.mobi:8080/primary

2. Under the My Account >> heading click "more"

3. Click Manage Subscriptions

4. Click Unsubscribe, Confirm Unsubscription


Hope this helps!



kimkrys1
by on Apr. 5, 2013 at 4:56 PM

I love the "Give me 3 minutes to review" and it took them over 3 minutes to tell you they cant help you .. UGH I hate companies period! ha

Anonymous
by Anonymous 5 on Apr. 5, 2013 at 5:00 PM

wtf are these people from outspace?

Anonymous
by Anonymous 1 - Original Poster on Apr. 5, 2013 at 5:04 PM
LOL probably.

Quoting Anonymous:

wtf are these people from outspace?

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