Just Now - part Deux: I call the credit card company fraud division and get Jillian on the line. I explain everything... Me: I want to prevent fraud too, but why wouldnt the fraud division contact me BEFORE declining the charge? You didnt have to approve it, you could have held it until you asked me! Jillian: Mr. OReilly you are absolutely right. We made a mistake, sorry for the inconvenience. What can I do to help? Me: I dont know. Jillian: Why dont we call the cell phone company, I will stay on the line and we will get this straightened out. Mr. Oily, would that be ok? Me: Sure, lets give that a shot. Jillian makes the call to customer service... Cell Rep (thick accent): Hello, how can I help you? Jillian: Im at the bank and our customer Mr. Oreely bought a phone yesterday and we at the bank inadvertently declined the charge. That was our fault and we would like to make sure his order goes through. Cell Rep: Mr. (mumble not able to pronounce my name) are we adding a line? Me: No. I bought a phone yesterday and I just want to make sure you receive payment so I can get my phone. Cell Rep (sounding confused): So you do want to add a line? Me: What country are you in? Rep: South East Asia. Me: Let me guess,,, the Philippines?!? Rep: How did you know? Me: Lucky guess. Please transfer my call to a rep located in the United States. Rep: I am unable to do that. Me: No youre not. Rep: Yes I am, we are unable to transfer calls. Do you want to add a 2nd line? Me: Id like to speak to a supervisor. Jillian, do you see what youve done to me? I need you to stay on the phone with me as long as this takes. Cell rep: The supervisor is busy and I cant transfer your call. Jillian (credit card): Mr. Areally, I am so sorry about this. Me: You need to transfer my call now. Philippines hangs up on me. Jillian: I think she hung up on us. Me: That would be my guess. Jillian: Mr. Oreally, Im going to call back, please hold on. Me: Jillian, weve been on the phone for over an hour. You are going to have to run some errands with me. Jillian (laughing): OK. Im dialing customer service now. (I start driving around, still talking to Jillian as I drive through Starbucks, go to the mail, head over to my kids school, and eventually get home and start cleaning the gutters) After more than 10 minutes of waiting a cell rep comes on the line. Cell rep: My name is Derek how may I help you? Jillian proceeds to explain the situation. Derek is clearly confused, so I chime in... Me: Derek, where are you located? Derek: Off shore Me: What country? Derek: Im off shore. Me: WHAT COUNTRY? I understand you are not located in the United States, what country are you in? Derek: Sir, I keep telling you, Im off shore. Me: Off shore is the name of your country? Ive studied geography and Ive never seen that on a map. What does your flag look like? Can you sing me your national anthem? Derek: What? Me: Ive asked several times where you are located and you keep saying off shore - WHAT COUNTRY? Derek: Eastern Europe. Me: WHAT COUNTRY? Derek: Romania. Me (to Jillian): Jillian, this is your banks fault! Me (to Derek): Please transfer me to a rep in the U.S. He transfers us to a rep in the U.S - 15 - 20 minutes later... U.S. phone rep: How can I help you? Jillian explains the problem... Phone rep: Youve already ordered a phone I have to transfer you to Telesales. We are disconnected. Jillian: Mr. Orielly, I think we were disconnected. This goes on from start to finish for close to 4 hours.... Me (to Jillian): What happens when you either go on break or go to lunch? Jillian: Mr. OrReally, Im not leaving you until this is resolved. Me: Jillian, Ive been drinking lots of coffee. What are you going to do when I end up going to the bathroom? Jillian: hahahah, whattttt??? I guess I can call you back. Me: Oh, Im not letting you hang up. This is your banks fault and you have to stick with me until we are done. If youre nice I might mute the call. Jillian: Mr. Areally, you have a funny sense of humor. Finally cut to the last phone call... Cell Rep (Florida based): Sir, chances are your order is going to get lost because the banks declined the charge and it just hasnt made its way through our system. Me: I have the bank on the phone, how do we fix this? Cell Rep: I dont think we can. I think I have to escalate this to the resolution department. That should be a 30 - 60 minute wait. Me: Ok, can we cancel my original order and start from scratch? Cell Rep: Uh, yeah we could. But Im no longer able to do that. We will have to escalate this to the resolution department. Me: Either way we have to wait 30 - 60 minutes and go through the resolution department? Cell rep: Yes! Which would you like to do, fix this order or cancel it and start from scratch? Me: I dont care. I want one phone - not 2 phone and not no phones. I want to get that phone as soon as possible. I want to do the easiest procedure that exists to get me my phone. Cell rep: Sir, Im going to put you on hold, get to the resolution department and Ill be checking back with you. Jillian (from the fraud dept of the banks) stayed on the phone with me for close to 4 hours. SHE NEVER GOT MY NAME RIGHT - NOT ONCE! After about an hour the cell rep came back on the line and said the resolution department thinks its fixed. It probably looks good. I should get my phone. And thats the best they can do. Im giving them til Monday and then Im going to check again. My guess is, this was not fixed. My order is not in their system. And IM GOING TO HAVE TO ESCALATE THIS IN MY OWN WAY!!!
Posted on: Wed, 24 Sep 2014 19:43:36 +0000
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