Arrowhead
fair oaks,#2Author of original report
Thu, July 19, 2012
I could understand your reasoning had there been no contract in place. What is questionable is without any request changing one's plan. If there was any type of logic in achieving a solution I would still give your answer some weight; however why do they insist on keeping the negative remarks. Are they begging for a lawsuit. They were paid more than they should have. They sent the bills to the wrong address and yet insist on keeping the charge off; can this be because of taxes? I can promise you they got paid and wrote it off as weell!
Norm Hill
Simpsonville,#3UPDATE EX-employee responds
Mon, July 16, 2012
When I was with the company, it was normal with a conversion, to put customers on the correct plan as soon as they called in with an issue. What I would have done is put you on an unlimited text plan (a must with anybody with teenagers) and then re-rated to reflect the new plan. Most times I would pro-actively tell a customer of an issue that would adversely affect their next bill and make the necessary changes. Sorry to say, a lot of CSR's didn't do that, they'd just tell the customer that's the way it is. I'm sorry that Customer Service seems to be lacking.