Business Response to a Complaint Complaint ID#: [redacted] Company Name: Warren RECC Company Contact: [redacted] Company Phone: ###-###-#### Company Email: [redacted] Person Who Sent the Complaint: [redacted] Staff Member: Jennifer Smith ...
Response: I received a transfer call from [redacted] our CSR. She said she had an upset customer on the phone her is my note from the day of interaction with Mr. [redacted].[redacted] TRANSFERRED A CALL TO ME. SHE TOLD ME THERE WAS AN UPSET MEMBER ON THE PHONE REGUARDING A REFUND CHECK. SHE SAID HE WAS YELLING AND SCREAMING. WHEN I GOT ON THE PHONE A MAN STARTING SCREAMING THAT WE ARE TRYING TO STEAL HIS MONEY. HE STARTED THREATENING THAT HE WOULD BE CALLING THE Revdex.com AND THAT HE ALREADY CALLED IN HERE AND VERIFIED INFORMATION THAT HE SHOULD GET A CHECK FOR 136.75. I ASK HIM TO VERIFY HIS SS#. HE KEPT CUTTING ME OFF YELLING. HE SAID THAT HE CALL IN HERE ON DEC 28 TO HAVE HIS SERVICES TURNED OFF. I CONFIRMED THAT WAS THE DATE WE DISC SERVICE. HE SAID THAT HE PAID 265.00 I EXPLAINED THE CAHRGES THAT HE PAID. HE KEPT TELLING ME I DIDNT MAIL HIM A FINAL BILL BUT THEN HE TOLD ME THE AMOUNTS ON HIS FINAL BILL. I EXPLAINED TO HIM IF HE WOULD JUST LOOK AT HIS FINAL BILL THAT ALL HIS FEES WAS ON HIS ACCOUNT. HE SAID THAT HIS FINAL BILL SHOULD NOT BE THAT MUCH THAT IT WASN'T HIS FAULT THE CLEANING PEOPLE WAS IN THERE. I TOLD HIM WE TURNED IT OFF WHEN HE TOLD US TO SHUT IT OFF. HE GOT MAD AND SAID HE WOULD CONTACT THE Revdex.com AND HUNG UP. Here is the note from [redacted] our CSR that had the first interaction with Mr. [redacted]: MR. [redacted] CALLED IN OFFICE WANTING TO INQUIRE ABOUT HIS REFUND. HE SAID HE CALLED IN ON DEC 28 TO HAVE HIS SERVICE DISC AND I EXPLAINED THAT WE DO NOT TURN SERVICE OFF ON THE SAME DAY. I TOLD HIM HIS DISC DATE WAS FOR 12-21-15. I TOLD HIM THE AMOUNT OF HIS REFUND CHECK AND HE SAID THAT ISNT RIGHT. HE SAID HIS LAST BILL WAS $73 AND I SAID NO YOUR LAST/FINAL BILL WAS $135.95. I EXPLAINED TO HIM THAT BILL OF $135.95 CAME OUT OF HIS DEPOSIT/MEMBERSHIP AND HIS REFUND WOULD BE $74.25. HE TOLD ME HE PAID $269 TO HAVE HIS SERVICE TURNED ON AND I TOLD HIM THE FEES WERE $245. HE WAS SCREAMING IN THE PHONE THAT WASNT RIGHT THAT HIS LAST BILL WAS $73. (NOT SURE WHERE THAT AMOUNT CAME FROM). I TRIED EXPLAINING HIS LAST 2 BILLS AND THE BILLING DATES AND HE JUST CONTINUED SCREAMING IN THE PHONE. I TOLD HIM THAT I WAS NOT GOING TO CONTINUE TO TALK TO HIM UNLESS HE QUIT SCREAMING AND SAID FINE THEN GIVE ME TO A SUPERVISOR AND I TRANSFERRED HIM TO [redacted]. HE ALSO TOLD ME THAT IF WE DIDNT GIVE HIM HIS DEPOSIT BACK HE WAS CALLING THE Revdex.com. Final: Mr. [redacted] was so mad that day that I couldn't get his phone number to look at phone logs when he actually called in. He was very upset. I really feel bad that he believes we are trying to take his money. Let me know if you need anything else so we can help make him feel at ease. Thanks, [redacted] Sent on: 2/15/2016 8:58:35 AM
Business Response to a Complaint Complaint ID#: [redacted] Company Name: Warren RECC Company Contact: [redacted] Company Phone: ###-###-#### Company Email: [redacted] Person Who Sent the Complaint: [redacted] Staff Member: Jennifer Smith ...
Response: I received a transfer call from [redacted] our CSR. She said she had an upset customer on the phone her is my note from the day of interaction with Mr. [redacted].[redacted] TRANSFERRED A CALL TO ME. SHE TOLD ME THERE WAS AN UPSET MEMBER ON THE PHONE REGUARDING A REFUND CHECK. SHE SAID HE WAS YELLING AND SCREAMING. WHEN I GOT ON THE PHONE A MAN STARTING SCREAMING THAT WE ARE TRYING TO STEAL HIS MONEY. HE STARTED THREATENING THAT HE WOULD BE CALLING THE Revdex.com AND THAT HE ALREADY CALLED IN HERE AND VERIFIED INFORMATION THAT HE SHOULD GET A CHECK FOR 136.75. I ASK HIM TO VERIFY HIS SS#. HE KEPT CUTTING ME OFF YELLING. HE SAID THAT HE CALL IN HERE ON DEC 28 TO HAVE HIS SERVICES TURNED OFF. I CONFIRMED THAT WAS THE DATE WE DISC SERVICE. HE SAID THAT HE PAID 265.00 I EXPLAINED THE CAHRGES THAT HE PAID. HE KEPT TELLING ME I DIDNT MAIL HIM A FINAL BILL BUT THEN HE TOLD ME THE AMOUNTS ON HIS FINAL BILL. I EXPLAINED TO HIM IF HE WOULD JUST LOOK AT HIS FINAL BILL THAT ALL HIS FEES WAS ON HIS ACCOUNT. HE SAID THAT HIS FINAL BILL SHOULD NOT BE THAT MUCH THAT IT WASN'T HIS FAULT THE CLEANING PEOPLE WAS IN THERE. I TOLD HIM WE TURNED IT OFF WHEN HE TOLD US TO SHUT IT OFF. HE GOT MAD AND SAID HE WOULD CONTACT THE Revdex.com AND HUNG UP. Here is the note from [redacted] our CSR that had the first interaction with Mr. [redacted]: MR. [redacted] CALLED IN OFFICE WANTING TO INQUIRE ABOUT HIS REFUND. HE SAID HE CALLED IN ON DEC 28 TO HAVE HIS SERVICE DISC AND I EXPLAINED THAT WE DO NOT TURN SERVICE OFF ON THE SAME DAY. I TOLD HIM HIS DISC DATE WAS FOR 12-21-15. I TOLD HIM THE AMOUNT OF HIS REFUND CHECK AND HE SAID THAT ISNT RIGHT. HE SAID HIS LAST BILL WAS $73 AND I SAID NO YOUR LAST/FINAL BILL WAS $135.95. I EXPLAINED TO HIM THAT BILL OF $135.95 CAME OUT OF HIS DEPOSIT/MEMBERSHIP AND HIS REFUND WOULD BE $74.25. HE TOLD ME HE PAID $269 TO HAVE HIS SERVICE TURNED ON AND I TOLD HIM THE FEES WERE $245. HE WAS SCREAMING IN THE PHONE THAT WASNT RIGHT THAT HIS LAST BILL WAS $73. (NOT SURE WHERE THAT AMOUNT CAME FROM). I TRIED EXPLAINING HIS LAST 2 BILLS AND THE BILLING DATES AND HE JUST CONTINUED SCREAMING IN THE PHONE. I TOLD HIM THAT I WAS NOT GOING TO CONTINUE TO TALK TO HIM UNLESS HE QUIT SCREAMING AND SAID FINE THEN GIVE ME TO A SUPERVISOR AND I TRANSFERRED HIM TO [redacted]. HE ALSO TOLD ME THAT IF WE DIDNT GIVE HIM HIS DEPOSIT BACK HE WAS CALLING THE Revdex.com. Final: Mr. [redacted] was so mad that day that I couldn't get his phone number to look at phone logs when he actually called in. He was very upset. I really feel bad that he believes we are trying to take his money. Let me know if you need anything else so we can help make him feel at ease. Thanks, [redacted] Sent on: 2/15/2016 8:58:35 AM