Not being refunded by the call centre?!

marklar77 · 17-02-2008, 10:58

Hi guys!

First post, and prepare for a rant...

Well, after spending many moons on the phone to Mr Branson's broadband rip-off line, I almost had the problem sussed, so, the engineer visit was booked. Just as I was about to click off, the rep told me he would refund the cost of the call. Nice of him, just like they said in the previous 3 calls to them.

Now, this month, we got the bill, and they HAD NOT refunded the price of the call, as they had said resulting in £16 being added to our bill!

Grr...

Who do I contact to sort this mess out?

Mark

(Sirpingalot's mate =P)

lostandconfused · 17-02-2008, 11:45

You would contact CS to sort it out.

If they are refunded, they will still be shown on the bill, and will be credited under the refunds & adjustments section

marklar77 · 17-02-2008, 12:05

I've just checked the bill again, there isn't anything under the refunds section.

colin-bennett · 18-02-2008, 02:42

Quote:

Originally Posted by marklar77

I've just checked the bill again, there isn't anything under the refunds section.

Just follow the good advice allready given as to who to contact.

esdxc37 · 18-02-2008, 07:52

Quote:

Originally Posted by lostandconfused

You would contact CS to sort it out.

If they are refunded, they will still be shown on the bill, and will be credited under the refunds & adjustments section

Sorry but CS is not meant to refund cost of calls to tech support it is tech support you are meant to call.

yeah I know this sometimes puts you in a vicious circle of having to get the cost of the call to get the cost of the calls refunded but that is the way it is meant to happen.

Having said that a lot of CS reps will refund the call without the need of a call to tech support.

lostandconfused · 18-02-2008, 07:59

Quote:

Originally Posted by esdxc37

Sorry but CS is not meant to refund cost of calls to tech support it is tech support you are meant to call.

yeah I know this sometimes puts you in a vicious circle of having to get the cost of the call to get the cost of the calls refunded but that is the way it is meant to happen.

Having said that a lot of CS reps will refund the call without the need of a call to tech support.

Yes tech support are meant to credit it after the call. But they have to put the start time, end time, cost and if a refund is due in the CC notes. So, provided there is a note saying it should be credited, but hasnt been done surely it would be a better customer experience for CS to do it on a free line?

18-02-2008, 14:33

Yup he's right it sits where it hits as long as there are notes saying that the call should be refunded then Customer Care may not like it but they should apply it and then logg feedback on the original advisor.

BenMcr · 18-02-2008, 15:00

The sits where it hits should apply to everyone now. So whoever you end up speaking to, as long as it is noted that a refund is due, will be able to apply it

Gareth · 09-03-2008, 00:21

Does anyone know how this works for customers (like me) who have a BT phone line yet have had to call the broadband support line? I was told by the bloke in India that I wouldn't have to pay for the call... I just want to make sure I don't get stung for this after all.

Just got my BT bill online and saw this...

Code:

Date 	Time 	Number 	        Duration 	Cost (£)
02 Mar 	14:20 	09062 121111 	0000:14:00 	3.030

And I thought they were supposed to phone you back if the call lasted longer than 5 minutes?

IronMaiden · 09-03-2008, 00:27

Quote:

Originally Posted by Gareth

Does anyone know how this works for customers (like me) who have a BT phone line yet have had to call the broadband support line? I was told by the bloke in India that I wouldn't have to pay for the call... I just want to make sure I don't get stung for this after all.

Just got my BT bill online and saw this...

Code:

Date 	Time 	Number 	        Duration 	Cost (£)
02 Mar 	14:20 	09062 121111 	0000:14:00 	3.030

And I thought they were supposed to phone you back if the call lasted longer than 5 minutes?

It's refunded off your Virgin Media bill, and the maximum call time to Tech Support is 20 minutes.

Gareth · 09-03-2008, 00:32

Oh right. Thanks

MrB · 09-03-2008, 16:33

I had the misfortune of speaking to "Technical" Support (highlighted as there is some irony there - the most frustrating phone call ever!). 20 minutes trying to get my problems resolved, going round in circles, end of 20 minutes told that they had reached some pre-determined cut off, told they would call back (but didn't). Result? Charged nearly £5 for a call which didn't resolve the issue - in the end I phoned Customer Relations, who put me through to someone in a UK support centre and my email account was re-instated (problem still not technically resolved though as all emails lost - email accounts disappeared when we moved house, apparently they were tied to an old account that was not transferred - but at least we have the email address back). Would this count as a refundable call as they didn't refund it?

Many thanks

MrB

RDDearing · 09-03-2008, 19:59

As I understand it, calls are refunded if the fault is VM not the customer. As an example. when I had my install here I never received my PIN for the BB connection. Phoned the TS number, got the PIN and registered the connection and so the call was refunded as the error was theirs. I've read your post a couple of times and can't work out what you were phoning them for so difficult to say if you have a case for refund...

Edit: OK, read it again and it makes more sense now - must be nearly bed time! Assuming you had the connection moved rather than cancelling the old one and taking out a new one I would have thought the loss is their fault...