Tue, Feb 9, 2010

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How far will Call For Action go to solve a problem?

A consumer used an internet phone service and had successfully disputed an overcharge by the company. However, the company inadvertently suspended her service. She had been without a phone for several days and spent over 20 hours trying to resolve the problem. Finally, she turned to our office.

Our volunteer was persistent. She initially contacted the company's Atlanta office, then she was referred to their customer service department in India. That contact resulted in her being told to call another office, which turned out to be in the Philippines. That office wasn't able to help and sent her back to India. She was then sent back to a second and third office in the Philippines. She finally solved the problem with a promise that the telephone service would be restored right away. It took her 2 ½ hours of telephone calls to make it happen.

 

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