customer service supervisors

Call again ( number in my greeting below) and say ‘cancel’ to the robot to be sent to the retention/loyalty department. There, threaten to cancel if the charge is not removed. That should get things going.

@brucelaw 

Removed for what reason? Did you not like, or was it something like a duplicate, or kid playing with the remote ordered it, etc.?

You can try calling again and making the request. Historically, if your account has received any credits for PPVs in the past then it is not supposed to happen again as they have advised you on how to protect against unauthorized orders (kid playing with remote, friend/family ordered without your permission, etc.).

Be aware that 10, 20, 50 years, etc. doesn't mean you are guaranteed a credit no matter how little it seems.

An agent shouldn't refuse to get you a supervisor. Not impossible for all floor supervisors to be unavailable at that moment (taking other calls and if some might be in a meeting at the same time stretching them thin). If that is the case they should let you know and probably advise to callback. You can choose to wait for an available one, but they generally don't like that as it increases their call time, a metric call centers are very hard on.

I received an e mail stating I was going to get a free movie of my choice up to 5.99 which I did and  they say they have no record of such an email, I've been with them for 20 years loyal ,never ordered a movie before,I could not believe she couldn't just remove a 5 99 charge and would not let me talk to a supervisor, I waited 20 minutes and called back and talked to another person that not only removed it but gave me a 3 month credit on my bill of 15 dollars,They should treat long time customers better on the first call

Do you still have the email? If so, I would check the fine print on it. Some of those promotions would auto credit within 3 bill cycles, others you have to submit a redemption form. Something to check, even if just for an offer like this you get in the future.

But if already resolved by the next agent, then fair enough. It shouldn't matter if you are a long term or new customer, they should treat you respectably either way.