This post is of an anonymised online chat conversation I had on 14th October 2020. It went on for over 3 hours. I was doing other things in between. I was determined to learn something, though I knew I was dealing with idiots. The problem is that these idiots had a power structure around them, and I stood to lose. So – I couldn’t just ‘hang up on them’. The full chat is given below. I’m not saying ‘everybody’ has to read all of it! I’ll annotate the transcript later.
If you need a word count for the transcript, it is approx 6000 words. This could be the best non-chemical cure for insomnia – OR best cause of insomnia.
Situation:
I purchased a new sim for PayMonthly mobile phone and was trying to get the original sim number (PAYG) transferred to the new account. In other words keeping my original number. But all this was within the same XCompany. I was led to believe on 12th October that it was a simple process. When I tried on 14th October having received a new sim I’m told ‘Not possible’. This interaction was with 5 different people in different departments. Services were not findable on the phone – all COVID-related. COVID is the national excuse for everything these days. Did I say ‘new phone’? I did not!
Some points of observation:
- At almost every stage there was confirmation and re-confirmation. In Enguhland this is called being helpful and accurate.
- There was repetition galore. On some occasions, it was as if I was a two-year old – certainly how I was made to feel. Or maybe I was ‘deaf’ or ‘demented’ in their eyes.
- Each person who took turns suffered the problem of trying to wade through increasing amounts of text to ‘understand‘. Even when I summarised what happened they still didn’t seem to ‘get their heads round it’. Hence all the clarifications, confirmations and repetitions.
- On one of the instances below I’m told that the transfer of number would take up to 48 hours – but that could not be confirmed. Oh yes – if they can confirm, I can too!
- Then other representatives said that it could not happen.
- What appeared to be avoided for the most part was an admission that they caused this problem.
- They invite me to make a complaint – which is always a trap, cuz they get off the hook and some other department can take their merry time.
- There are lots of ‘I understand’ and ‘I’m sorry’ statements in there. If you think these are words of empathy and genuine apology, then you were born this morning! I wasn’t gonna fall for that.
- Finally when I seek compensation of £50 for my time wasted, they offer me £5. Then they try the usual trick to define a maximum of £10. I wasn’t having that! Holding out – finally as if by magic they settle on my final fall back of £30 credit.
12:30 HXX
Hello welcome to XCompany.
12:30 HXX
Trying to access your account over here.
12:30 HXX
One moment please.
12:31 CW
All that I’ve told you is accurate. Leave off all the small talk.
12:31 HXX
Let me check everything.
12:31 HXX
Please confirm your full number (the one that starts with 07nnn).
12:32 CW
Jeez.. I just gave you that. It is as if you didn’t see it! It is 07nnn 906 nnn
12:32 HXX
So sorry I see this statement in the pre chat form ‘I had a long chat on 2nd October in this chat thing and on the phone. I received a new sim in the post 07zzz 6xx984 in the post today. I wanted to keep my 07nnn number. I need some help. I was told this was going to be painfree. Now I’m in pain, having wasted 30 mins calling XCompany this morning on the phone.’
12:32 CW
Sad
12:33 CW
Now you have the numbers. See if you can help. I don’t wish to waste time – which does not mean I am saying you will be wasting my time.
12:33 HXX
I’m trying to understand.
12:34 HXX
Is 07nnn 906 nnn through some other service provider as this number doesn’t open any XCompany account?
12:35 CW
This is getting stranger by the moment. I am logged into my XCompany account with 07nnn906nnn (online and on XCompany App).
12:36 HXX
So sorry it doesn’t show any account with 07nnn906nnn.
12:36 CW
I just received text messages from XCompany on 07nnn number, now I’m being told it can’t be found.
12:36 HXX
Can you please confirm the PAC once?
12:36 CW
What is PAC where do I find this?
12:37 HXX
You need to get this from your previous service provider as 07nnn906nnn belongs to them right now. With the PAC, we would be able to move this number to your new XCompany sim.
12:37 CW
So now I have a ghost number 07nnn that is on XCompany, which doesn’t show up on XCompany and I’m supposed to get a PAC when it isn’t on XCompany (according to you).
12:38 HXX
May I know if 07nnn906nnn is your old number?
12:40 CW
This is soo difficult. I don’t know what ‘old number’ you’r referring to because 07nnn is live. It is the original number. As I said, I received a sim starting 07zzz in the post. I need to get 07nnn move to the new sim.
12:40 CW
Both are on XCompany Sims
12:41 HXX
May I know if you have two XCompany sims?
12:41 CW
As I said above
12:41 HXX
Please stay connected.
12:44 HXX
Thanks for your patience.
12:44 HXX
Can you please confirm the full sim number of your old XCompany new sim which is with number 07nnn 906 nnn?
12:47 CW
Right- I’m being asked to confirm again what I said before. This is so ridiculous.
My original sim is 07nnn906nnn. That’s been running for over a month. I called XCompany on 12th Oct and arranged for the number to be transferred to a new package (pay monthly). I was supplied with a new sim beginning 07zzz which came in the post. All I need is my 07nnn number to be on the monthly package.
I’ve said nothing new.
12:48 HXX
If you’re able to login with this number it must be a new Pay As You Go number and yes, it can be moved to the contract sim however for it, our new Pay As You Go team has to place the request.
12:48 HXX
Shall I connect you to the right team now?
12:49 CW
All this has been done already!
12:49 CW
I went through PAYG already on 12th Oct
12:49 HXX
I understand however I don’t have access to new Pay As You Go account and so not sure about the exact status.
12:49 HXX
Our new Pay As You Go team will have to check and confirm.
12:49 HXX
Shall I connect you now to them? [Righhhht! do I really have a choice? This is called ‘being polite’ innit!]
12:50 CW
This is a fine example of how agents of XCompany waste customers time. Yes – connect me and waste my time because I won’t get it resolved if I don’t waste my time.
12:50 CW
It case you missed it. Connect me
12:51 HXX
Please don’t feel this. Its just new Pay As You Go accounts are accessed by our new Pay As You Go team only.
12:51 HXX
Stay connected please. [Oh dear – I need to be told. Seriously? Am I two years old?]
12:51 CW
I’ll feel what I want!
12:51 Jxxyy
Welcome to XCompany.
12:51 Jxxyy
Let me quickly go through the chat.
12:52 CW
Please take as much time as you need because I spend my time repeating and reconfirming like I’ve never seen before.
12:52 CW
All that you read in the chat is true and I re-confirm it. [Watch for the clarification and confirmation that comes below]
12:53 CW
But I’m sure you’re going to ask me to re-confirm again – wait for it. It is coming.
12:53 Jxxyy
Please allow me to check the account.
12:53 Jxxyy
So the new XCompany number you have received is it a contract or a PayG? [There we are!]
12:53 CW
I’m not stopping you! Take your time.
12:53 Jxxyy
Thank you.
12:54 Jxxyy
Ok.
12:54 Jxxyy
I got the information.
12:54 Jxxyy
It is a monthly contract.
12:54 Jxxyy
Congratulations for your contract [Oooo!! Such a major achievement! WTF!]
12:55 CW
As I said, you will be reconfirming what I said before – and you’ve done it.
The sim beginning 07zzz is for monthly. All I need to do is get 07nnn number moved to that contract.
12:55 Jxxyy
We are trying to check if we can transfer the XCompany PAYG number on the New Contract.
12:56 Jxxyy
Thank you for validating your self on a pre chat form [Yuh don’t say! Like wut! I didn’t validate anything they did. Chryssst!]
12:56 Jxxyy
That takes care of security.
12:56 Jxxyy
Thank you for being so nice & kind [I am not a fool! They sense my frustration – so, this is just in case I begin to shout abuse.]
12:56 Jxxyy
I am trying to get into the account for the number ending with nnn.
12:57 CW
Well on 12th Oct I was told it will happen without a problem. Now I’m being told something different. This is XCompany’s ‘fantastic service’.
12:57 Jxxyy
Yes, Evan I am sorry to inform that the ZZZ Sx_u_b PAYG number cannot be transferred to the Contract .
12:58 Jxxyy
Were you told that you can do that by the Contract Team ?
12:58 CW
Who is Evan? [Am I Evan, now?]
12:58 CW
Yes – I was assured it could be transferred. Don’t you all have notes of who told me this?
13:00 CW
The person who caused the new sim to be sent to me – that’s the person who made the assurances and checked everything on 12th Oct. Can you not find this person on your system?
13:00 Jxxyy
I am currently accessing the Super Charged Pay G SIM card. If you were mis sold a contract informing you that the Super Charged number can be transferred to XCompany. I can connect you to our specialist team and they will assist you on this.
13:00 Jxxyy
May I? [What? So what if I say ‘no’, after wasting so much time!? These people are DIM and programmed.]
13:01 CW
Jeez… you don’t know how much time and headache this has caused.
13:01 CW
Yes – you may – else I am not moving forward. [Sorry – a cheap and meaningless word these days. Let’s see how ‘sorry’ they are later on.]
13:01 Jxxyy
I am really sorry if you feel that way.
13:01 CW
I was conned!
13:01 Jxxyy
Please stay connected.
13:01 CW
I’ll feel what I want!
13:02 CW
>>The person who caused the new sim to be sent to me – that’s the person who made the assurances and checked everything on 12th Oct. Can you not find this person on your system?<< I note this is not answered. [Oh yes – they know. They’re covering up!]
13:03 Fxpza
Hello, welcome to XCompany. [Transferred to another person]
13:03 Fxpza
Bear with me a moment while I look into this. If you see a message asking if you need more time, just hit ‘Yes’.
13:04 CW
I’ll wait. Take your time.
13:04 CW
I don’t see anything to ‘hit yes’. So it is ‘yes’.
13:04 Fxpza
Can you help me with the number in concern? [Here we go!]
13:05 CW
I’m going to send you copies of messages from above. Don’t respond just yet.
13:05 CW
>>My original sim is 07nnn906nnn. That’s been running for over a month. I called XCompany on 12th Oct and arranged for the number to be transferred to a new package (pay monthly). I was supplied with a new sim beginning 07zzz which came in the post. All I need is my 07nnn number to be on the monthly package.<<
13:06 CW
I was assured by the person who sent me the new sim that 07nnn number could be moved easily by contacting XCompany. This whole telephone conversation which was recorded by XCompany took about an hour.
13:06 CW
I was totally reassured that this could and would happen on receipt of new sim 07zzz.
13:07 CW
Today I’m being told it can’t.
13:07 CW
Put yourself in my situation.
13:07 CW
Hang on – I’ve no misunderstood anything (and I know you’re not saying that I have). [This is what they do – they’ll say ‘I’m not saying you misunderstood‘. So I head that off!]
13:07 Fxpza
Can you help me with the complete number for 07zzz?
13:09 CW
The number and account was already checked. Here it is
13:10 CW
07zzz 6xx 984
13:11 Fxpza
Thank you for your patience.
13:11 Fxpza
I see that this is your new contract.
13:12 Fxpza
Just to confirm is he old number from XCompany itself? [Confirmation again. You mean they don’t know? Am I telling lies then?]
13:12 CW
Yes – I’ve confirmed that above and I confirm it again. Both sims are from XCompany.
13:14 Fxpza
Okay.
13:14 Fxpza
Just bear with me.
13:14 Fxpza
Also, may I know when was the request placed?
13:17 CW
I called XCompany around 13:00 on 333 on Monday 12th October 2020. XCompany then called me back on my 07nnn number at 13:27 and 13:43 on Monday 12th October 2020. That’s how all this was arranged – and I given loads of assurances.
13:17 Fxpza
Okay, thank you for clarifying that.
13:18 CW
so far no one is admitting knowledge of these calls.
13:18 Fxpza
CW, I have checked the account details.
13:18 Fxpza
As when you place the request it takes maximum 24 to 48 hours for the number to be changed.
13:18 CW
The person who made these calls on behalf of XCompany and who arranged for the new sim to be sent, must be findable. I DON’T need to know them.
13:18 Fxpza
As it is done on 12th.
13:19 Fxpza
And it is 14th today.
13:19 Fxpza
The maximum time is 48 hours.
13:19 Fxpza
However, most of the time it is done in maximum 24 hours.
13:19 Fxpza
So do not worry at all.
13:19 CW
Now – just slow down. I need to confirm a few things -since you’ve been confirming lots of things.
13:20 CW
I need to ask some simple questions (and I’ll be taking screenshots of this chat).
13:20 CW
Can you confirm that the 07nnn will be transferred to the account with number 07zzz? (Yes or no)
13:22 Fxpza
I do not see this account 07nnn active on the account anymore as once the request is placed it gets disconnected as the procedure for transfer starts. [Ahjhhhh… so transfer has started. Sounds good innit. Wait for it. Watch what happens next]
13:22 Fxpza
And there is no details of that number on the account.
13:22 Fxpza
Just to confirm was that a new sim?
13:23 CW
This confirming business is soo funnyy!
I confirm that 07nnn has been working for probably 2 months.
13:24 Fxpza
On the account I see that there is a pay as you sim for 4474nnnn nnnn, which is showing as active.
13:24 CW
I have several XCompany sims and accounts.
13:25 Fxpza
Yes, however, pay as you go is only one that you have rest are contracts.
13:26 Fxpza
Just to confirm when you want this account 07nnn906nnn as a active account am I correct? [WHAAAAT!!! This is now beyond ridiculous!!]
13:26 CW
Why is this important if at all to the issue of transferring 07nnn to 07zzz account (or are you ‘just saying’)
13:27 Fxpza
Was this account active when you place the request for the transfer, 07nnn906nnn ?
13:28 CW
>>Just to confirm when you want this account 07nnn906nnn as a active account am I correct?<<
That must be wrong – because if 07nnn is going to be transferred to 07zzz paymonthly account I can’t see how I would have a PAYG and a Paymonthly on the same 07nnn number.
13:28 CW
I was well aware that 07nnn would lose the £4.60 credit showing on the account in the XCompany App (at this time – right now).
13:28 Fxpza
Also, can you help me with the sim serial number for 447nnn906nnn?
13:28 CW
How do I find that?
13:29 Fxpza
It will be behind the sim.
13:29 Fxpza
On the flip side that will start with 89
13:29 CW
Can you hold on while I take the sim out of my phone?
13:30 Fxpza
Sure.
13:32 CW
Ok.. listen. It is a dual sim phone with two XCompany sims. I don’t know which serial number is for 07nnn – I’ll give you the two serial numbers on the sims.
13:33 CW
The other XCompany sim on my phone is for 07xxx-nnn-nnn
13:33 Fxpza
It will start with 89 and it is the long 19 digit number.
13:34 CW
Serial numbers (and I don’t know which is for which number but one of them is for 07nnn)
89nnnnnnnnnnnnn
13:34 CW
That has to be it.
13:36 Fxpza
Just bear with me.
13:36 Fxpza
Bear with me a moment while I look into this. If you see a message asking if you need more time, just hit ‘Yes’.
13:37 CW
I just hope after all the time spent I don’t just get told ‘Computer says noooo’.
13:37 CW
Yes I’ll continue to wait because if I don’t nothing gets resolved.
13:37 CW
Yes
13:38 CW
There is no ‘Yes’ to hit, in this chat app.
13:44 CW
I’m gonna wait as long as it takes but the point for XCompany is that all this has been caused not by me! This chat started at 12:30PM 14 Oct 2020.
13:45 CW
Do not apologise because it means nothing.
13:46 Fxpza
CW, this sim is not showing registered with us on the account. however, we have a team that will help you with this. I’ll transfer your chat to Customer Options team just now, they may be busier than usual so it might take some time. If the chat box goes quiet don’t worry, we haven’t forgotten about you but you’ll be in the queue so if you’re looking at something else, keep checking back. I appreciate your patience. Please stay on the chat, do not leave, I will get you connected to them.
13:46 Jxxyy [Transferred to another person!]
Welcome to XCompany.
13:46 Jxxyy
Let me quickly go through the chat.
13:46 CW
Back to Jxxyy again.. Wow!
13:47 Jxxyy
Allow me to check for you.
13:52 Jxxyy
Thank you for your patience. I do see that you had a word earlier with me and we had an agreement as we cannot transfer the Super Charged Number to XCompany contract.
13:52 Jxxyy
So I wanted to check with you.
13:52 CW
So far this is now the conversation has gone 12:30 HXX (21min)>> 12:51 Jxxyy (12 min) >>13:03 Fxpza (43 min)>> 13:46 Jxxyy
13:53 Jxxyy
Are you looking to make a complaint as you were mis sold the contract?
13:54 CW
If I don’t get 07nnn transferred to 07zzz as was promised and arranged, I will then have a need to complain about mis-selling. Let’s see where all of this is taking me.
13:54 CW
So far no one has said that they found notes of what was said. On 12th October, which leads me to think there is a cover-up.
13:55 Jxxyy
As you are looking to complaint, I will get the chat connected to the specialist team and they will be able to look into this for you. Just informed the relevant team that you have already spoken to the Super Charged PayG team and they cannot transfer the PayG number to the contract.
13:55 Jxxyy
As you have ordered the SIM card through a contact centre they will be able to check that for you.
13:56 CW
I said I am not looking to complain until I know FINALLY that I 07nnn cannot be transferred to 07zzz account. So far I seem to be unable to extract a definitive answer.
13:57 Jxxyy
As I have checked and confirm with your earlier that the Super Charged SIM card cannot be transfer to the contract.
13:58 CW
So now having spent 43 mins with Fxpza all that was a waste of my time – right?
13:58 Jxxyy
As we’re upgrading our systems, we’re unable to swap PAYG number ending in 6nnn. This means you won’t be able to request to transfer number from the old account to new account. Also, the apps are separate for ZZZ Pay As You Go (XCompany UK App) and for the contract services (XCompany app).
13:58 CW
And why was I not told that at the outset?
13:59 Jxxyy
I have mentioned in the previous chat with your that it is a Sxxxx SIM card and it cannot be transffered.
13:59 CW
And why was I not told that on 12th October?
14:00 Jxxyy
So to sort this out I can get the chat connected to our specialist team and they will see what best they can do to help you out.
14:00 CW
I repeat my question >>And why was I not told that on 12th October?<<
14:01 CW
So from 12:30 PM to now 14:00 my time has been wasted – due to somebody not doing their job properly – right?
14:01 Jxxyy
As I am a Super Charged team. There is a Specialist team and they can let you know about it.
14:02 Jxxyy
I understand if there was a possibility. I would have helped you out with it.
14:02 CW
Good send me back to whoever – I so wanna see what XCompany’s customer service is . I’m gathering evidence.
14:03 Jxxyy
Please let them know that the Super Charged team has confirmed that the number cannot be transferred to the contract. Please stay connected.
14:07 Mxvna [12:30 HXX (21min)>> 12:51 Jxxyy (12 min) >>13:03 Fxpza (43 min)>> 13:46 Jxxyy>> 14:07 Mxvna]
Hi there, thanks for waiting . I’m sorry it took us longer than expected to answer you. I’ll check your account right now.
14:08 CW
I don’t have an option but to wait. So far this is the flow of the conversation 12:30 HXX (21min)>> 12:51 Jxxyy (12 min) >>13:03 Fxpza (43 min)>> 13:46 Jxxyy (20min)>> 14:07 Mxvna
14:10 Mxvna
Please give me few minutes I am reading the previous chat conversation.
14:10 CW
What’s basically going on here is that I’m being bounced from team to team. Sx_u_b team is saying 07nnn cannot be ported to account with 07zzz. But then Fxpza says “As when you place the request it takes maximum 24 to 48 hours for the number to be changed.”
14:14 CW
Both sims are from XCompany.
The first PAYG 07nnn 906 nnn has been running for about 2 to 3 months.
The new sim which is for 07zzz 6xx984 arrived in the post today – for a monthly contract arranged at 13:00 12th October around by phone. I was totally assured that 07nnn could be moved to 07zzz and that 07nnn would then become inactive. But today I am giving conflicting versions.
14:15 CW
I’m being given conflicting stories. One team says basically it will happen, the other team saying it is not possible.
14:15 Mxvna
I am reading the conversation you have given me.
14:15 Mxvna
Please give me few minutes.
14:16 CW
Please take some time else you will end up reconfirming all that has been confirmed before.
14:16 CW
Which team are you in?
14:16 Mxvna
I am from customer service team.
14:17 CW
Somebody high up the tree needs to sort this out. Perhaps a telephone conversation may be more efficient, if you have the facility to call me.
14:18 CW
I need to go to the toilet but I will be back in less than 5 min.
14:18 Mxvna
I understand your concern. I wish I could call you, however as we are from a chat team, we can help you only over chat.
14:20 CW
I’m back
14:20 Mxvna
Thanks for waiting.
14:22 Mxvna
As you have a Sx_u_b pay as you go sim, we are unable to access it on our system.
14:22 Mxvna
Hence, we don’t get the option to transfer it to the contract account.
14:24 Mxvna
However, there is another way to keep the number.
14:24 Mxvna
You can get a PAC and transfer the number ending 6nnn to another network.
14:24 Mxvna
Then you can get a PAC from the other network and get the number ending 6nnn on the contract.
14:24 CW
>>As you have a Sx_u_b pay as you go sim, we are unable to access it on our system. << That’s amazing… that XCompany (who I think I am talking to) are unable to access their own number or account that they have provided me with.
14:25 CW
>> Then you can get a PAC from the other network and get the number ending 6nnn on the contract.<<
What other network is this? I’m on a XCompany app accessing this number and it says ‘XCompany’!
14:25 Mxvna
As I am from customer service contract, I can only access contract account on our system.
14:26 Mxvna
By other network , I mean another network provider like EE or vodafone.
14:26 CW
Eh? I’m with XCompany! I’m on a phone app as well with 07nnn accessing XCompany.
14:26 CW
Are you thinking about what I am saying?
14:27 Mxvna
Let me explain it.
14:27 Mxvna
As we are unable to transfer the number from the Sx_u_b to the contract
14:27 CW
I have nothing to do with EE or Vodafone.
14:27 Mxvna
This is another way to keep the number.
14:28 CW
All I ever wanted was to keep 07nnn I don’t care what account or sim it is connected to – so long as it is XCompany.
14:29 Mxvna
I understand that.
14:29 CW
Now I’m being told about Vodafone or EE?
14:29 Mxvna
I’m sorry, we are unable to transfer it.
14:29 Mxvna
I just wanted to help you with a solution.
14:29 CW
Solution to go to vodaphone or EE?
14:29 CW
.. to get a PAC from one of two organisations I have no business with?
14:30 CW
Does this sound ridiculous?
14:31 Mxvna
I’m sorry you feel this way.
14:31 Mxvna
I wish there was another way.
14:31 CW
Feel? I feel? It matters not what I feel. It is what it is.
14:32 CW
It’s the most objectively ridiculous form of ‘help’ I’ve ever heard of.
14:32 Mxvna
I’m really sorry about it.
14:32 CW
Just to be clear – I have criticised the situation.
14:32 Mxvna
This certainly isn’t the type of experience we wish to give our customers.
14:33 CW
Ahhhh…. so now that you’re so sorry what are you gonna do about the waste of my time caused obviously by YOUR people and systems?
14:34 CW
Is it fine to have me going in circles for 2 hours because somebody did something on your end that they shouldn’t?
14:34 Mxvna
I can understand the reason you are upset. Trust me, this is not our intention.
14:35 Mxvna
I’m really sorry for the information shared earlier with you.
14:36 CW
Whether you understand and whether it isn’t your intention – what happens for my 2 hours plus spent on this. Is XCompany allowed to just waste people’s time by its agents doing the wrong thing and just say ‘Sorry – we didn’t mean to’?
14:38 Mxvna
I’m really sorry about it. I wish I could help you with the number transfer however we don’t get the option to transfer a Sx_u_b sim to a contract account.
14:38 CW
Sorry is cheap.
14:38 CW
Isn’t it.
14:38 CW
How about £50 to show how sorry you really are credited to the 07zzz account?
14:39 CW
I will then have to use that account and number.
14:40 Mxvna
I know that you had to contact us for the same for multiple times.
14:40 Mxvna
I’m sorry, we don’t have the access to apply credit on the account.
14:40 CW
I thought you were going to say that.
14:40 Mxvna
Just for you, I have checked and as an exception.
14:41 Mxvna
I can offer you 1GB data free to use until the next allowance refreshes.
14:41 CW
Are you part of the complaints department?
14:41 Mxvna
I am from the customer service team.
14:42 CW
Can you transfer me in this chat to complaints?
14:43 Mxvna
I understand that this number is important for you.
14:43 CW
I think somebody in an independent complaints department needs to see this whole mess – not caused by me.
14:43 Mxvna
I’m sorry if you weren’t given the correct information.
14:44 CW
Sorry doesn’t cut it for me – 1GB data and a sorry does not help my wasted time.
14:44 Mxvna
Unfortunately it is system generated and we are unable to transfer it from Sx_u_b to the contract.
14:44 CW
You’ve been told to apologised repeatedly so you’re just doing your job.
14:44 CW
You’re now repeating yourself.
14:45 Mxvna
The only option is
You can take a PAC from our supercharge team and transfer the number to another network Then get a PAC from that another network and give it to us to transfer to the contract.
14:45 CW
You can repeat yourself 100 times. The facts of what has happened caused by XCompany would not change.
14:46 Mxvna
I understand your reason for being upset about the whole situation. Trust me, if it was possible, we would have done that for you.
14:46 CW
You’re repeating again.
14:46 CW
I can do this too.
14:47 CW
Is there a script thingy that you all pick these messages off?
14:47 CW
Like standard responses.
14:47 CW
How can I make a formal complaint?
14:48 Mxvna
I understand that you’re not happy. We do have a customer relations team (complaints team) in place which is the next level of escalations.
14:48 Mxvna
I will connect this chat to them now.
14:48 Mxvna
Shall I?
14:48 CW
As I asked for this several minutes ago!
14:48 CW
Yes – in case you need the magic word
14:49 Mxvna
I’ll transfer your chat to Customer Relations team just now, they may be busier than usual so it might take some time. If the chat box goes quiet don’t worry, we haven’t forgotten about you but you’ll be in the queue so if you’re looking at something else, keep checking back. I appreciate your patience
14:49 CW
It adds to the time impact caused by incompetence of somebody at XCompany.
14:49 CW
I’ll wait.
14:50 Pebxnz [Transferred again!]
Hello! You’re chatting with Pebxnz from XCompany’s Customer Relations Team.
14:51 CW
Take some time. I’ve asked to be transferred to someone authorised to deal with a complaint
14:52 CW
You need to confirm a) that you are the right person and b) in the right department.
14:52 CW
This is a formal complaint – which may be followed up with a detailed letter of complaint.
14:56 Pebxnz
You are connected to complaints team
14:56 CW
Thanks
14:57 Pebxnz
Let me quickly go through the chats so that you dont have to repeat yourself
14:57 CW
Good idea
15:01 CW
Don’t read quickly. Ensure you read all that has been said.
15:01 Pebxnz
Please stay connected as going thru chat
15:01 CW
Else you will end up confirming all that has been confirmed before.
15:06 Pebxnz
so for the chat that I went thru you want the number ending with nnn to be transfer on the pay monthly contract correct? [Confirmation again!]
15:07 CW
hold
15:08 Pebxnz
And the number you got today is 984
15:08 CW
>> so for the chat that I went thru you want the number ending with nnn to be transfer on the pay monthly contract correct?<<
Think. Why am I spending approximately 3 hours trying to do what I’ve been told is ‘impossible’? Wait. Think
15:09 CW
It is because I was totally assured that it will be done by someone representing XCompany’s business on 12th October.
15:09 Pebxnz
Yes it is not possible as the number ending with nnn is super charged pay g sim
15:09 CW
I don’t need to waste my time doing something that is impossible.
15:09 Pebxnz
So it cannot be transfer to you pay monthly contract
15:10 CW
>>So it cannot be transfer to you pay monthly contract <<
Yes – that’s been said in this chat several times. You’re just reconfirming that I understand.
15:10 CW
I’ve moved beyond that.
15:10 Pebxnz
so sorry for the inconvenience you had to go thru however I will make sure that the feedback is shared internally regarding the same for the wrong information provided [So sorry – really?]
15:11 CW
As this is a complaint – the issue is rather different.
15:11 Pebxnz
CW I will help you with the complaint on the account
15:11 CW
I’m not complaining that ‘It can’t be done’ (Just to be clear).
15:12 CW
I’m complaining about the negligence and incompetence of someone representing XCompany who caused this.
15:13 CW
My hours have been wasted by that person doing something that they ought not to have done.
15:13 Pebxnz
can completely understand as even if I was in your place would have felt the same as you were told something which was unable to do
15:13 CW
XCompany is responsible for it is agents contractors and employees.
15:14 CW
Sorry is a cheap word. Would you like if your time was wasted in the same way?
15:14 CW
Has your personal time any value to you?
15:14 Pebxnz
yes can understand if I would be in your place would have felt the same
15:15 CW
In order to resolve this matter here today I suggest XCompany finds a way to compensate me by putting £50 credit (nothing else – no data no nothing) – just £50 on my 07zzz account. [Let’s see how much they understand and feel sorry – or how genuine that is!]
15:16 CW
£50 is a good considering that this is the most ridiculous cock up I’ve ever seen at XCompany – costing me the most time on all the years I’ve been with XCompany.
15:16 CW
I have several numbers and accounts with XCompany.
15:17 CW
Take the idea and run with it. Because I have copied this full chat transcript and you don’t want this going to the Chief Exec – oh yes I will find their home address. [Oh yes I will – I’m not one to be caught up with complaints systems that waste time!]
15:18 CW
No less than £50 credit.
15:18 CW
Settle it now.
15:19 Pebxnz
this chat is saved and transcript on the account so there is evidence about you spoke to XCompany [Ahhh.. but they couldn’t find the moron who caused all this. How strange.]
15:19 CW
Yeah- and I was told on 12th October I would be sent and email copy and did not receive that chat of that date.
15:20 Pebxnz
We cannot send email copy of the chat we can only send chat id
15:20 CW
The contents of this chat maps out total system disconnectedness, misrepresentation and waste of a customers time.
15:22 CW
>>We cannot send email copy of the chat we can only send chat id <<
And that’s another thing that was misrepresented to me on the phone on 12th October. You all record all calls, so hopefully the call recording does not disappear mysteriously and blamed on some IT failure. [Oh yes – seen this before!]
15:22 CW
Think about it £50 vs hours of people trawling through call conversations and chat records? Seriously.
15:23 CW
I’m willing to go half way. I’ll take the 07zzz number and account. But sort me out with £50 credit to that account that does not disappear.
15:25 Pebxnz
I can offer £5 credit on the account [See how sorry they are?]
15:26 CW
Right.. that means I move to formal written complaints.
15:26 CW
My 3 hours is worth £5? Totally ridiculous.
15:27 CW
How about £30?
15:28 Pebxnz
The maximum I can offer is £10
15:28 CW
Nah..
15:28 CW
You’ll say that you’re limited.
15:28 CW
So – are we done?
15:31 CW
What this means is to me is that XCompany is an organisation that is willing to paper over incompetence for a mere £10. [True – isn’t it]
15:31 Pebxnz
The maximum I can give is £10
15:31 Pebxnz
The maximum I can offer is £10
15:31 CW
Are we done? Since you’re limited?
15:32 CW
We’ve reached the wall.
15:32 CW
I’m not going to be orchestrated to end this chat. [That’s what he wants – me to end the chat, so this goes automatically to their complaints system, I get nothing and they paper it over. I’m not that stupid!]
15:33 CW
Cuz then you’ll put on your records “The customer was dissatisfied with the offer I was limited by and ended the chat.”. To be clear I was the one willing to settle this amicably and proportionate to the degree of misrepresentation and incompetence. XCompany should hope that the regulator does not get invovled.
15:34 CW
I know the law on negligent and other kinds of misrepresentation.
15:35 Pebxnz
We’re sorry we haven’t been able to agree on a resolution. We’ve made a note on your account and we’ll be closing the issue. You’ll get a text which will help you to access the information you need in case you want to escalate your complaint further to the Ombudsman. If your account is terminated or suspended, you’ll get a letter at your registered billing address. [Terminated or suspended? How is that relevant?]
15:37 CW
I have not asked for my 07zzz account to be closed. I see this as a threat.
15:37 CW
I’m going to use the 07zzz account, as I now have no option.
15:37 Pebxnz
Your 07zzz account is active its not closed
15:38 CW
If 07zzz is terminated, that would be serious. It is you who said >> If your account is terminated or suspended, you’ll get a letter at your registered billing address.<< I find that a threat.
15:38 CW
The words mean that the account could be terminated. [Obviously! Any fool could see that. The way to defend them is to say ‘Oh calm down – he’s just giving standard information‘. Well the ‘standard information’ is well out of context.]
15:39 Pebxnz
That is if there services are terminated or suspended but your services are active hence you will receive the sms
15:39 CW
Do not terminate it.
15:39 CW
Am I clear?
15:39 Pebxnz
Its active account CW
15:39 CW
Did you understand that I said ‘Do not terminate’ 07zzz?
15:40 Pebxnz
Yes CW we are not terminating it
15:40 CW
So why put in the possibility of termination? [See if I get an answer below]
15:40 CW
All this is evidence of misconduct.
15:41 Pebxnz
There is no possibility to terminate it CW
15:41 Pebxnz
Your account will be active
15:41 CW
So if the account will not be terminated why insert >> If your account is terminated or suspended, you’ll get a letter at your registered billing address.<<
15:42 Pebxnz
That is because so customers account is either terminated or suspended where they are unable o use services hence they get letter your services are active you will receive the text message for the same
15:43 CW
So the words are totally irrelevant to the context of this conversation?
15:43 CW
Since you have no foreseeable intention to terminate? [Do I get an answer to this?]
15:44 Pebxnz
We are not cancelling the account CW
15:44 Pebxnz
Its just for the information [Spotted they would come with the ‘just saying’ crap!]
15:45 CW
I don’t see the relevance of that information in the context of this thread. Therefore I consider it pressure and a threat.
15:45 CW
I decide what I think or perceive.
15:45 CW
You can reassure me but I’ve decided.
15:46 Pebxnz
as I said is just for information if you wish ever to terminate the account or suspend it then you get letter
15:47 CW
Adding to the apparent contrived irrelevance.
15:47 CW
You’re digging yourself and your organisation into a hole.
15:47 Pebxnz
CW I offered what best can be done from my end
15:49 Pebxnz
Hello are we still connected? [Back after a 2-min pause. I’m not ending the chat!]
15:49 CW
Yes
15:49 Pebxnz
Is there anything else you want me to help you out with apart from this? [He’s trying to move me to end the chat. I wasn’t born this morning!]
15:50 CW
I am consistent in what I said i.e. I’m not going to be orchestrated to end the conversation – I have too much experience with big organisations. I know the patterns of how they work.
15:51 Pebxnz
CW I have already told you what best I can do from my end
15:52 CW
I place the options entirely with XCompany or it is representatives. Repetition of the obvious is a particular feature of this thread. Thanks for your evidence on that. I don’t know what repetition does for you.
15:54 CW
And if you can repeat, so can I >>I’m not going to be orchestrated to end the conversation.<<
You can keep this chat open indefinitely if you wish. Or may be I’m to be told you don’t have the facility to end it.
15:59 Pebxnz [He’s back after 5 minutes! Was he having a cuppa?]
CW the last thing I will do is apply £30 credit on your account ending with nnn [Ooops! Magically – he’s not actually limited to £10!]
15:59 CW
No! [Why? Read on. He’s confused!]
16:00 CW
This is being forced on me!
16:00 CW
I told you that I’m moving to pay monthly on 07zzz6xx984
16:01 Pebxnz
Oh sorry my bad for the number ending with 984 will put credit of £30 [Dim as f******]
16:01 CW
The reasons I was doing that and hoping to keep the 07nnn number was for pay monthly. I did not want PAYG.
16:01 Pebxnz
My mistake apologize its for number ending with 984
16:02 CW
Ok. So you find a way to credit £30 to 984. That was my final fall back.
16:02 CW
I accept and that closes this thread. No further action.
16:03 Pebxnz
The credit will show up on your next bill dated 17.10.2020 and if you’re on Direct Debit, it will automatically be included in your next payment.
16:03 CW
Strange. On 12th October I was told first billing on 07zzz would be on 2nd Nov
16:04 Pebxnz
You bill cycle is 17th of every month
16:05 CW
So again I was misinformed on 12th October.
16:05 CW
I give up.
16:06 CW
I accept £30 of durable credit on 07zzz to used against the account bills.
16:06 Pebxnz
I told you as per the update on the account that your bill date is 17th of every month
16:07 CW
Any tricks or catches with that £30?
16:07 CW
>>I told you as per the update on the account that your bill date is 17th of every month <<
Yes you did!
16:07 Pebxnz
You will receive the text message once credit is applied
16:07 CW
Any tricks or catches with that £30?
16:07 Pebxnz
You will receive SMS once credit is applied
16:08 Pebxnz
It will be applied directly on your XCompany account
16:08 Pebxnz
And will be adjusted in your bill
16:09 CW
Since there is obvious hesitance in answering if there are any tricks or catches, I’ll be hypervigilant.
16:09 CW
.. which I know is my prerogative.
16:11 Pebxnz
You will receive the complete £30 credit
16:11 CW
Good.
16:11 CW
Sound settled.
16:11 Pebxnz
Perfect
16:11 CW
Nothing further
16:12 Pebxnz
Thank you for connecting XCompany ave great evening ahead [Like we just kicked you around and said sorry and now we thank you. WTF!]
