posted by ![[personal profile]](https://www.dreamwidth.org/img/silk/identity/user.png)
pmsumner at 09:26pm on 26/07/2002
pmsumner at 09:26pm on 26/07/2002Some has most definitely pressed the "route bastard-from-hell-calls" button on my turret recently. I've been getting cancellations left right and centre, I've been getting calls for which I need to consult with just about every department under the sun with, I've had people who start off nice but end up screaming at me because I tell them they have to give 30 days notice, and my first escalated call (wheee).
It's like, I got a call through today, which I spent 20 minutes investigating and trying to fix, involving PAYG phones and someone's screw up - only to be told that there was nothing I could do. Yesterday, I got a "mystery upgrade", which was showing on someone's account but Carphone Warehouse and the customer had no record of it. Spent 45 minutes calling Telereg, Dealer Support, and Carphone Warehouse before finding enough evidence to satisfy myself and my T/M that the guy wasn't pulling a fast one.
They day before that, I find a call come through from someone been suspended for fraud reasons. What happened?
Two customers, one PAYG, one Contract, made payment at exactly the same time through the automated system. PAYG for £10, contract for £150. Both payments were supposed to have been made by different cards. Both payments went from the PAYG account's card. Poor person, BIG oops on our side. Spent 45 minutes with a billing advisor trying to find out what hapenned and HOW! Screwed up my stats (and the team stats) for the day in quite impressive fashion (6% aux, aiming for under 1%).
I want an easy day, damnit!
It's like, I got a call through today, which I spent 20 minutes investigating and trying to fix, involving PAYG phones and someone's screw up - only to be told that there was nothing I could do. Yesterday, I got a "mystery upgrade", which was showing on someone's account but Carphone Warehouse and the customer had no record of it. Spent 45 minutes calling Telereg, Dealer Support, and Carphone Warehouse before finding enough evidence to satisfy myself and my T/M that the guy wasn't pulling a fast one.
They day before that, I find a call come through from someone been suspended for fraud reasons. What happened?
Two customers, one PAYG, one Contract, made payment at exactly the same time through the automated system. PAYG for £10, contract for £150. Both payments were supposed to have been made by different cards. Both payments went from the PAYG account's card. Poor person, BIG oops on our side. Spent 45 minutes with a billing advisor trying to find out what hapenned and HOW! Screwed up my stats (and the team stats) for the day in quite impressive fashion (6% aux, aiming for under 1%).
I want an easy day, damnit!
exhausted