New Member
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4 Messages
Holy Mother of God
I know this is an old complaint, but by virtue of it being old you'd think they'd try to fix it.
Before NHL Center Ice started, contacted chat to try and stop it. Long story short, despite promises, no luck. They billed me anyway.
Called. Really dreaded it because of the lack of USA help, which is why I tried chat. Long story short, not remedied.
Called again. Rep in again some far off land promised it would be fixed. Of course it wasn't. Instead, a day later I got an email reminder to pay it.
Called again today. Phone tree wouldn't put me through until I paid the past due. That wasn't happening. Googled it, saw that if you slam "0" a few dozen times you get someone. That worked. Asked for a supervisor. Far off land rep tried to stall me, I insisted on waiting. Finally got a supervisor I could NOT understand very well so I had her repeat everything. This frustrated her. Think about MY frustration. There was only one record of me contacting them. Despite that, got supervisor to admit problem wasn't fixed. She tried to say I was still on the hook for the late fee. When I asked for HER supervisor, she agreed to erase all past due money that I never owed in the first place. She gave me her first name but refused her last name. I said you have MY last name, but got her ID number instead. All this for a whopping $29.58 in fees I don't owe. She refused my request for a confirmation email, despite me reminding her they didn't hesitate to email me when they thought I was late.
So we'll see how it goes. I know they'll never fix it, but their business model of outsourcing the call center is irretrievably broken. It results in no accountability. I told the supervisor to take the frustration she felt towards me and channel it to the people I know she can see who didn't do their jobs. Had they corrected my issue, we never would have spoken.
She said something unintelligible and we hung up.
CobbTotem3
New Member
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203 Messages
2 years ago
Call the main number say billing then loyalty department. Explain to loyalty agent your issue. You should always call after the Season ends and tell them to shut ff auto renew and check before the Season starts the auto renew is off. Get a reference number, name of the person you spoke with and have you account.
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DK58
New Member
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4 Messages
2 years ago
I wasn't given the option of saying "billing". The automated voice kept repeating that my account was past due and I needed to pay it before I could go any further. Finally the repeated "0" worked.
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CobbTotem3
New Member
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203 Messages
2 years ago
@DK58 1-800-288-2020 say billing then loyalty. I have had Sunday Ticket auto renew after I shut it off after the Season. I only knew because I called in 6 weeks before the Season started and Sunday Ticket was set to auto renew so I had them turn it off again.
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DK58
New Member
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4 Messages
2 years ago
Juniper
ACE - Expert
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16.9K Messages
2 hours ago
This is common for call centers. First name and ID for their privacy and protection. Unfortunately there are those out there who would be so upset at a company, or so infatuated or such with an individual agent, they would use that knowledge to harass them or worse.
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This type of rote response is more condescending than anything else. I know your function here is to say something in defense of Direct, but it's insulting. I realize companies do this, but you must know saying "everybody does it" doesn't make it right.. Forty years ago when I worked in a business that had a call center, workers were assigned fictitious names to give to customers. That way, the customer was usually appeased and also had the name of someone to reference when the inevitable call had to be made to say the problem wasn't fixed. When a customer hears "we don't do that" the negativity of hearing the word "don't" just adds to the negative perception. Moreover, we all know the rep is 5,000 away. It's ironic and also insulting again to have a company that knows all about me and cold calls constantly to ask me to add services and sends me emails to tell me I'm late with a bill I don't owe would think I'm hopping on a plane to harass the rep.
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shannon02
ACE - Expert
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20.6K Messages
2 years ago
So what is the difference first name and ID number or a fictitious name?
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DK58
New Member
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4 Messages
2 years ago
Their insistence
"Juniper"-
You might as well stop responding. Your word salad gibberish does nothing but make customers angrier. You're here to defend Direct. DO NOT LIE and say otherwise. In all of the garbage you've spewed my way, of course NONE of it addressed the actual problem I had- that Direct was unable to address the fact they charged me for something I did not subscribe to and then went on to put me in late status, despite multiple attempts on my part to address it. Their insistence on outsourcing customer service only serves to compound the incompetency. That they use bots or whatever you are to address it only makes it worse.
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