chou
United States of America#2Consumer Suggestion
Thu, May 26, 2011
I realize this is a very late response to this letter (and I would like to preface this by stating that I was reading this letter in the first place because I am now currently dealing with a similar situation involving MCI - yes, they are still at it! and I am in your corner, madame, if you are still without relief in this matter!) However, I feel the need to address a common misconception on how to record calls with a CSR.
Firstly, unless you're talking to someone with a certain degree of power within the organization, you are not going to get a last name. Most CSRs are not required to provide one, and would rise up and mutiny at the mere suggestion that they should be required to do so. This is because, while the vast majority of customers are reasonable people just trying to get through their day, there are some crazy stalker people out there as well. And they like calling 800 lines. The less they know about the CSRs they terrorize, the better.
Secondly, most CSR's are not assigned a badge number, unless they're working a hotline for some sort of emergency services. Of course, they do have an employee number. It is their Social Security number. Do not be surprised if they balk at the suggestion of giving it to you. There is one number they can give you and which you have a perfect right to ask for, and that is the case number. Don't believe it if they tell you there isn't one. Every CSR in the history of call centers has had to file a case using a software program of some sort or another, and those cases generate filing system numbers which function as a reference of the call. Make them give you the case number. Don't bother asking for a last name or a badge number. Who started that rumor anyway? That's some silly s**t, right there.
Finally, a way to get some attention if you're facing this problem from MCI: what they're doing is known as "slamming." Report it to the FCC. There is a form to do so on their website. Be prepared to scan a copy of your bill as part of the report, otherwise the form will not be filed.
Good luck to you, fellow unwilling MCI customers!
Colleen
Rockford,#3UPDATE Employee
Thu, March 20, 2003
What happens is that either Excel didn't pick up your local toll for some reason or they were going to charge an extra fee for it and the sales rep didn't want to lose that sale, so your LOCAL phone company left MCI on for that service. It is not MCI's choice if they get left on or added on for that, it is your LOCAL company's choice. Have you thought about that? Maybe you should give them a call and discuss your options.