My wife just switched from a month to month prepaid plan to a contract and wanted to cancel her prepaid plan. We were told by customer care that we cannot cancel our service since we have prepaid for an extra month. First, we would have to get that resolved, so we were transferred to the refund department for the refund.
The supervisor (Paris) who told me that she would not do it and was unwilling to explain why initially. Unwilling to take no for an answer, I asked her to explain this to me or transfer me to someone who can. The way she explained this, prepaid means that you pay to two months in advance; its not mentioned anywhere on their site (linked in this post).
I asked to speak to someone else (preferably her supervisor), which she refused to do. She then transferred us to customer service, since she (the supervisor) could not cancel the line. The customer service again refused to cancel my line because of the balance on the account. Again, they were going to connect me with a supervisor, at this point I was praying it would not be Paris.
I finally reached a supervisor (Roberta) who understood what I was saying and told me that they had no such policy of keeping two months of fees. She told me that we had a balance since we had prepaid twice for the current months service and then told me that she would do me the "one time favor" of returning my money to me.
Since customer service is a thankless job, I'd like to mention at no time did I raise my voice or be rude in any way to the 8 people I spoke to. The other interesting things I noticed was that talking to customer service was easy as they had a clear phone line, however both the supervisors seemed to be in a bunker in Alaska, as I could not hear them half the time.
Total time of call was 90 minutes and fortunately mission accomplished.
Adding the , as I read such stories on their site all the time and like reading them. This time around someone can have a laugh at my expense.
This will give you a laugh before the weekend.
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