Won't you be frustrated?

Tweet

If prepaid celphone loading is not a thing where you are from, you might not be able to relate so much with this situation. But what if... You are a retailer of prepaid celphone load and one day you loaded a customer's cp but he did not receive the load. You called the hotline, they confirmed the number is correct, the amount deducted from your account but was not credited to the customer's account. This happened on Saturday and they said it was due to a "system enhancement". Basically, their nice way of saying the system glitched. They said the load will be forwarded to the customer. But 2 days pass and still the customer received nothing. So you call the hotline again, it is Monday now, and you are told that they will make a report and the load will just be reversed back into your retailer load wallet. Just monitor your account for the next 24 hours, they say. And you did, but no reversal was made... So you call again, and it is now Wednesday. They say the ticket for your issue has already been closed. But how could that be? You haven't received any reversal yet. They check and say ok, the reversal is in process now, monitor in the next 4 hours and you can call back if you haven't received it yet. And so 4 hours later, you call. Still no reversal. Still no resolution to the problem. The next day you call again. It is Thursday. You do a running check of your balances since before Saturday when the error happened, with the hotline agent. You make it clear to him that with all load transactions accounted for, your ending balance is correct. It is evident the reversal has not been credited yet. He said he will escalate the issue and return your call later. He doesn't because he is still waiting for feedback. It is now the next day, Friday. It is almost 1 week since the error. Your issue hasn't been resolved yet. You call yet again. You are frustrated. They say they understand your frustration, but at the same time say you shouldn't be. (Really?!? ) They say that they see a note saying the amount was already reversed last Tuesday. They say your balance then was so and so. But you have been monitoring your balance and it never became that. Besides a simple computation of all your transactions (there were only a handful) will easily show them that if they did reverse the amount already, your current balance would not be what it is right now. Their note is wrong. Wherever did they get that from? They promise your issue will be resolved today, but you tell them you will only believe it when you see the end result. It has been 4 hours since you last called. Your balance check just now shows there is still no progress... Won't you be frustrated?