AOL Tries New Tactic to Keep Customers 799
Jhon writes "AOL customer Vincent Ferrari tried to cancel his account, but a phone rep wouldn't let him do it. What he got when he tried to cancel his account was a lot of frustration. Now that's customer support!"
Post megapack (Score:5, Informative)
Link to mp3 recording [63.209.191.205]. Putfile's proper site for this [putfile.com] requires a proprietary download just to run the file, so have this link instead. They'll probably move it though to make us look at their annoying page.
Here's link to Vincent's blog [insignific...oughts.com]. He's been dugg and farked and all the other usuals by now (which is why the file is now on putfile), so be gentle with the poor bastard's bandwidth. He's just come out of a very rough breakup, after all!
Also, this isn't a new tactic at all. That spin isn't in the linked article or anywhere else, so I guess 'Jhon' is to blame.
Opinions on this practice aren't as one-way as you might expect [consumerist.com]. It's kind of surprising to see a site called 'consumerist.com' reply to
withPricks.This is an OLD Tactic (Score:3, Informative)
nothing new here, it's been happening forever (Score:5, Informative)
and they're all true.
It took me 10 minutes to get them to finally realize that with DSL, five years ago, I didn't want them any more. and I was lucky to be immediately dropped, perhaps because I used Quantum Online back in the v1.1 era.
not a new tactic (Score:5, Informative)
Hell I used to be an employee and when I cancelled my service (Comcast is horribly overpriced compared to DSL+Dish, and yes kids DSL is better than Cable at least when VoIP is involved) It took 2 weeks to get it cancelled and the endless calls to offer me a "better deal" if I keep my service and upgrade to the uber digital HD PVR package, etc..
I finally had to go to a local office stand in line and refuse to leave until they gave me a final bill and a written service cancellation recipt.
The phone people get a kickback spiff for every customer they keep from leaving and will do anything to get that kickback.
AOL simply is using the same tactic.
Re:Vincent was probably following procedure, but (Score:5, Informative)
I got the same treatment a while back when I was cancelling an account from AOL -- not quite as bad, but close. The rep kept offering me free months in exchange for not cancelling. I didn't know how I got signed up for AOL in the first place, but that's a different story.
In any case, it seems more like an established business practice than a rogue representative. The AOL rep was pushy, but he was probably doing nothing different than he was trained to do, and had done before. Perhaps he should file a wrongful termination lawsuit, and see if AOL wants their training practices scrutinized on the record...
Re:Post megapack (Score:5, Informative)
Links to mp3s (Score:1, Informative)
Re:listen to the call (Score:3, Informative)
Re:stop paying? (Score:2, Informative)
AOL is evil
Comment removed (Score:5, Informative)
I used to work at one of the AOL call centers (Score:5, Informative)
Or as they like to put it "Your keybadge wont work" as a polite way of saying your fired.
Its a very bad place to work and the bean counters call teh shots and make senior decisions on how its run everytime. I am surely not surprised it lost 30 million customers. They are very short sighted indeed and dont give a crap about anyone including their own customers. Just how they look to senior management at AOL corporate.
Also the call center I worked did some borderline illegal practices and they always change the name of the subsidaries they do some call center work because they keep getting sued for firing people for unjust causes. But I consider this outright fraud.
So if you know anyone who uses AOL and wants to quit, here is how to do it? Call the credit company and tell them not to pay AOL anymore. Problem solved and you get to save someone's job.
Yep - this is how they handled my trial account... (Score:3, Informative)
Pretty much verbatim on their end - they try every tactic to get you off point and convince you to stay.
Adelphia kept me on phone for 20 min (Score:2, Informative)
Re:standard procedure (Score:4, Informative)
Re:Easy solution (Score:5, Informative)
1. Call the credit card company. Tell them you are cancelling AOL and will no longer accept any charges from them. The credit card companies are all too familiar with AOL's billing practices and will thank you for calling ahead.
2. Call AOL and tell them you'd like to cancel your account. DO NOT ANSWER ANY OF THEIR QUESTIONS, just keep saying "I am cancelling my account. The credit card company has already been informed of this and will not accept any more charges from you. May I have the confirmation number please?"
3. Repeat #2 until AOL rep. gives in and gives you a confirmation number.
4. Verify that the confirmation number is, indeed, for cancelling your account.
5. Call the credit card company back with the confirmation number.
It was a serious pain in the ass and took from 45 minutes to an hour, but it worked.
This is by far the easiest way (Score:5, Informative)
THIS ISNT NEW!!! (Score:3, Informative)
Here's a handy state by state guide (Score:5, Informative)
Re:Post megapack (Score:5, Informative)
The CEO doesn't care, cause he's got enough money that he doesn't have to, so he sets policy to be, hey, screw you, no refunds.
The vp says, ok, I wanna keep making enough that eventually I won't care, so I need to enforce the policy.
The manager says, ok, well, I need this job, cause I'm not a vp or a ceo, so I need to keep the policy ball rolling.
The employee says, I'm a wage slave who works hand to mouth, paycheck to paycheck, so I'll follow the policy.
The ball rolls the other way when the customer says,
"I'll charge it back." The employee says, well, that's 50$ per chargeback and how much ever for the service we'll lose, so I need to take this to the manager to get it approved. The manager approves it, cause losing that other money is much worse than losing a customer. The vp justifies this to the ceo based on bottom line, and the whole thing works out. Is it good customer service? no. Does it work in the end if you know to tell them you're going to do that? yep. Drop that bomb right off the bat and you'll be suprised how many places apologize and refund you up front.
Note to those who actually get to read this: Most credit card companies only chargeback up to 90 days! If you're getting screwed by a company like, say, aol, make sure to call them and tell them you're going to chargeback within 40 days of the bad charge, cause it sucks to get screwed out of that money.
Re:stop paying? (Score:3, Informative)
It is a bastard way of running a business.
I found this post from a former AOL techie:
Re:stop paying? (Score:5, Informative)
I've heard from someone in the business who should know, that the collection agency for AOL does not report to CRA's, because the CRA's got so many complaints and disputes about AOL that they no longer list "delinquent" AOL accounts on consumer credit reports.
Seems the customer gets the benefit of the doubt these days when AOL is involved, and no harm is done to the all important "credit report".
Of course, don't take what I am saying as gospel. Periodically check your reports (if you care about such things) after doing this, and go through the appropriate dispute mechanism. It is second hand information from a generally reliable source, but it appears that AOL collections don't have any teeth whatsover. Mostly just a bunch of threatening letters trying to squeeze a few dollars out of the guillable.
All the law requires is that you make a "good faith" effort to cancel your account.
If you make said effort, then cancel the billed account, you are covered legally. And the shots of AOL suing over the "debt" are pretty slim.
Re:No different than Dell/McAfee (Score:5, Informative)
Much like most of the time when you try to uninstall Norton to reisntall/upgrade it the next install fails because it doesn't uninstall properly. It's strictly because of bad programing. And why are you having them install Avast? I thought the point of antivirus software was to prevent viruses. Avast let 3 Viruses on a system in 1.5 hours, and meanwhile thought that windows was a virus.
Anyway, more homework before ranting next time please.
Re:Easy solution (Score:3, Informative)
Attorney General Already Fined AOL For This (Score:5, Informative)
AOL TO REFORM CUSTOMER SERVICE PROCEDURES
Settlement Requires Company to Remove Obstacles
Consumers Face When Seeking to Switch or Cancel Service
Attorney General Eliot Spitzer today announced an agreement that requires the nation's leading internet service provider to reform its customer service procedures.
Under the agreement, America Online (AOL) will alter the incentives it offers to customer representatives who seek to persuade subscribers not to cancel their service.
"This agreement helps ensure that AOL will strive to keep its customers through quality service, not stealth retention programs," Spitzer said.
In response to approximately 300 consumer complaints, Spitzer's office began an inquiry of AOL's customer service policies. The investigation revealed that the company had an elaborate system for rewarding employees who purported to retain or "save" subscribers who had called to cancel their internet service. In many instances, such retention was done against subscribers' wishes, or without their consent.
Under the system, consumer service personnel received bonuses worth tens of thousands of dollars if they could successfully dissuade or "save" half of the people who called to cancel service. For several years, AOL had instituted minimum retention or "save" percentages, which consumer representatives were expected to meet. These bonuses, and the minimum "save" rates accompanying them, had the effect of employees not honoring cancellations, or otherwise making cancellation unduly difficult for consumers.
Many consumers complained that AOL personnel ignored their demands to cancel service and stop billing.
The agreement requires AOL to:
Eliminate any requirements that its customer service representatives maintain a minimum number of "saves" in order to earn a bonus;
Record all service cancellation requests and verify action on the request through a third-party monitor;
Provide refunds to all New York consumers who claim harm based on improper cancellation procedures, up to four months worth of service;
Pay $1.25 million to the state in penalties and costs.
(New York State Attorney Generals Office) http://www.oag.state.ny.us/press/2005/aug/aug24a_
Re:No different than Dell/McAfee (Score:5, Informative)
Re:Vincent was probably following procedure, but (Score:1, Informative)
Yes John maybe was sarcastic but if you've made up your mind to survive in that type of environment sometimes forceful tactics are required. I doubt he cared whether the customer was saved, just so long as he could get the points on his QA before letting him go.
Asking for his father, however, is where he got "hostile." I doubt that was part of any script.
AOL is Dirty (Score:1, Informative)
There are other ways to cancel (Score:2, Informative)
Re:Easy solution (Score:4, Informative)
Re:Vincent was probably following procedure, but (Score:5, Informative)
Actually AOL does assume it has the right to harrass you and its highly encouraged. I worked there.
You can not have more than 3 or 4 cancellations an hour and you must take a ton of calls with low handle time. In order to keep your job you must try to stop them at all costs! I am not saying this is ethical but I would have been rude too and nervous and thinking about my stats.
Its the job of the staff to protect AOL from the customers. Its backwards over there and I do wish someone would sue to change this. Many phone companies saw this and loved the idea and do the same thing with people trying to cancel. This is probably going to be the new thing.
But yes if you need to be rude back then so be it as long as the numbers are met for hte bean counters then things are good. The jerks there always had the best stats and the lowest handle time on the phones and the least amount of cancellations an hour.
That isn't all they do. (Score:5, Informative)
At college there are some serious limitations on p2p. I have managed to work around these since then (just gotta be careful not to generate any noticable traffic, and to encrypt everything) but before then I seriously considered using a free AOL trial. NetZero's free 10 hours per month just wasn't cutting it.
So, I go to the sign up page. I fill out some of the stuff (it's a multi page form so I'm submitting as I go) but then I see they need a CC number. I'm not about to give them that (what if I forget to cancel? etc, not to mention my parents handle my accounting and they would want to know why I signed up for AOL when I had internet at college). So I cancel out of the form.
THEY SAVED THE ENTERED INFORMATION EVEN THOUGH I CANCELLED THE SIGN UP. I wasn't even aware of this until a few days later when a rep called me and tried to get me to reconsider and sign up anyways. Luckily it was a one time call and I made it clear I was no longer interested.
It wasnt hard for me. (Score:2, Informative)
After a day or so, I decided to cancel. The operator tried to ask me why I was cancelling and blah blah blah, I simply said it was not a service I was willing to use and I was canceling my account. The process took about 5 minutes. I wouldnt go so far as to say it was frustrating, difficult, or even an annoyance beyond having used AOL in the first place. This guy obviously had a bad experiance, but as my experiance was about as easy as it could be, not all AOL reps are bad... Other than working for AOL of course ;)
Re:listen to the call (Score:3, Informative)
Article 183 of the cCanadian Criminal Code defines a private conversation to include telecommunications between two people.
Article 184 of the Canadian Criminal Code:
In other words, you can record ANY conversation you are involved in, since you have obviously given yourself consent.
Its also admissible as evidence. Here in Québec, the appropriate section is Articles 2857 and 2847:
Re:No different than Dell/McAfee (Score:5, Informative)
What exactly do you do on the internet? I don't even have an antivirus or a firewall installed on my XP box, and I have never had issues with a single virus or worm. The closest I came was maybe a piece of spyware or two bundled with something. How do you manage to pick up three viruses in 1.5 hours?
Instructions are pretty clear here: (Score:5, Informative)
We value your membership with the AOL® community. However, we are really sorry that you're considering canceling your AOL® account. It's our mission to build a service that lives up to the high standards of the online community. We hope you've enjoyed being an AOL member and that we can help you again in the future. For security reasons, AOL accounts cannot be cancelled either online or through e-mail. You can get your AOL account cancelled either through phone, US mail or fax.
To Cancel Your AOL® Membership Over the Phone
To cancel your AOL account over the phone, all you need to do is call up AOL® Member Services at 1-888-265-8008. You can speak to our representatives to get your account cancelled. This service is available 24 hours a day, 7 days a week.
To Cancel Your AOL Membership Though U.S. Mail
You can request the cancellation of your AOL account through the U.S. mail. Just send your request to:
AOL
PO BOX 17100
Jacksonville, FL 32245-7100
To Cancel Your AOL Membership Though Fax
If you prefer sending in your request through fax, please send it to us at 1-703-433-7283.
Notes:
* If you choose to write or fax us, please include a brief note stating the nature of your request, the primary billing contact's full name, phone number, address and handwritten signature.
* In addition to that, for account security purpose please provide any one of the following:
o The master screen name of the AOL account
o The last four digits of the current method of payment (for your security, please include only the last four digits)
o The answer to the account security question of the master screen name.
* Cancellation will take effect within 72 hours of receipt of your request and AOL will send you a written confirmation. Please note that AOL LLC reserves the right to charge and collect fees, surcharges or costs incurred before your cancellation takes effect. Thank you for using AOL
Re:No different than Dell/McAfee (Score:5, Informative)
They are also known as 800-lb gorillas in the antispam market.
Some might think otherwise, but their presence in the anti world & proper actions indicate otherwise.
The big question I was curious about as I read through the transcript is: was it Charlie, Delores, Mike, or Chris, all with a very strong accent, but when you ask them where they are, "In America, just like you!"
I don't speak Hindi or Urdu, but I know such an accent when I hear one.
Re:Vincent was probably following procedure, but (Score:3, Informative)
Re:Easy solution (Score:3, Informative)
Visa and MC are somewhere in the middle.
Not trying to shill, check forums around the net if you want confirmation. If you are going to use a card with a company where you suspect you may have problems, use the appropriate card.
Re:No different than Dell/McAfee (Score:5, Informative)
- Shut down every component of Mcafee (right click the icon in the system tray)
- Shut down the icon in the system tray (is it called "McAfee Security Center"?
- Now you can uninstall all of the pieces. If it fails, hit ctrl+shift+esc and use the task manager to kill any McAfee processes.
This worked for the last 10 or 20 systems I've helped clients setup.
Re:No different than Dell/McAfee (Score:2, Informative)
Re:standard procedure (Score:2, Informative)
As for getting the caller angry enough to hang up on me, I think I only did this intentionally once or twice after they were disrispectful to me, NEVER as a way to lower my handle time.
Re:Why would you not reformat the drive? (Score:2, Informative)
YouTube Link (Score:5, Informative)
Re:Why would you not reformat the drive? (Score:3, Informative)
Sorry, you're thinking this is a RISC chip of some nature (ie: all data must be aligned to the chip's bitwidth)? The x86 line of processors handles data at the byte resolution the programmer specifies; a char takes 8 bits, a word takes 16, a dword takes 32 and a qword takes 64, (I may be remembering this incorrectly, but) a float takes 80 and a double takes 160.
Sure, sure, some structs may get padded, but the real memory hogs (graphics / 3d programs) use unsigned byte arrays (for 8 / 24 bit color) to hold their data in RAM, unless it's more convenient to use words or dwords, (for 16 or 32 bit color). Point is, between those two things, yeah, you may need maybe 10-15% more RAM (to handle the padding), but twice is rediculous.
Meanwhile, Vista don't look so good to me. For the life of me, I can't figure what the hype is about.
But then, I use slackware, and like my custom kernels.
Re:MOD PARENT UP plz (Score:5, Informative)
I understand that the rep may have been thinking 'hijacking', however how, exactly, would cancelling a hijacked account no be in Vincent's best interests?
The rep evaded the cancellation request repeatedly, saying that it was being used, it's online, etc. It's standard AOL tactics; try anything you can to keep the user from cancelling. I know, I've been there (I spent about an hour trying to convince a rep that I never even signed up for AOL, and trying to get them to cancel my account. Fortunately, cancelling the apparently compromised credit card was far easier). My girlfriend has been there (she spent twenty minutes trying to convince her rep to cancel her old account). AOL's retention reps are right BASTARDS to deal with.
Just do yourself a favor; before you go condemning this guy, sign up for an AOL free trial and try to cancel a month later. See how far you get.
AOL lawsuits (Score:5, Informative)
- The FTC issued a complaint [ftc.gov] and ordered [ftc.gov] AOL to change their practices.
- There were two class-action lawsuits [pcworld.com] settled in 2004.
- Ohio sued and settled [state.oh.us] in 2005.
-
Finally, most recently, the State of New York sued as well [state.ny.us], and the agreement [state.ny.us] reached with AOL requires AOL to have a third party verify all cancellation calls by the end of this month.
Unfortunately, it seems like AOL is considering these lawsuits just a cost of doing business, and as a result, it doesn't appear that much has changed.Re:No different than Dell/McAfee (Score:4, Informative)
Re:MOD PARENT UP plz (Score:5, Informative)
A week later I picked an ISP and started service. Then came the fun of trying to cancel. My wife tried and failed and asked me to try since I was a guy and could deal with them.
I called and explained how we came by the account. It was never intended as long term. They tried to get me to keep the account. What worked was when I told them I was having trouble using my e-mail client to recieve POP-3 mail and asked how to configure it. They explained they didn't support it. I said I could not continue to use them because they did not meet my requirements. Case closed.
They don't want to let you go if they think they can meet your needs. Be sure your needs are not met by their walled garden.
Re:An easy solution (Score:1, Informative)
Re:There are other ways to cancel (Score:3, Informative)
aol cancellation fax number
It was a lot easier to find than I thought it would be
What to say. (Score:3, Informative)
My Experience (Score:2, Informative)
I cancelled AOL with a 3 minute phone call (Score:4, Informative)
Re:Vincent was probably following procedure, but (Score:3, Informative)
Vincent should have asked to talk to a supervisor at that point instead of getting angry. First you ask for the guy's name or employee number. Then to every question you get asked you simply say "You're giving me the run around. I wish to speak to your supervisor. I want my account cancelled. I'm not answering any other questions you ask.". You say this calmly and politely and you don't budge.
You repeat this process until:
1) They tell you that you can't speak to anyone higher up, at which point you threaten to take it up externally with whatever governing body is applicable. If there is an external body that has teeth (and it helps to know the name) they _may_ take notice.
2) They give up in frustration and cancel the account.
3) They "accidentally" hang up on you forcing you to start again.
If you don't get anywhere with that, you write a letter. Try to provide a record of names and time spent talking to various people to try to resolve the issue.
Beyond that you're getting into the sort of territory where you're going to need legal representation.
My point is that the WORST thing you can do is get angry, abusive, or flustered. You need to remain calm and professional. That way if it does go further they have nothing at all on you.
Re:Why would you not reformat the drive? (Score:1, Informative)
I originally tried using it with all the bloatware but it was way to slow and annoying. I was using the 1 year trial of PC-Cillin but the damn thing popped up at every boot saying Warning! Your subscription will expire soon! Expiry: .
With all this new "genuine advantage" (though if I have to use the original CDs I don't see any advantage) means that I may have to get a real install CD and make an unattended install using the CD key that came with the laptop.
Easy way to get them to cancel (Score:2, Informative)
been there, cost me 150$ (Score:2, Informative)
since I didn't use the account anymore we could settle the lawsuit by paying 150$
so you see, since you can't proove you cancelled your account by phone, this method can get you into trouble!
Cancelling a service is not difficult (Score:3, Informative)
Write a letter with your full address on it, stating clearly and in no uncertain terms that you "are writing to cancel the account". Not that you would "like to" cancel, not "please can you cancel" - "I am writing to cancel". Sign it, date it, send it Recorded Delivery for proof of receipt.
IANAL, but from my understanding they are legally bound to cancel if you request it in writing, as long as you haven't signed some agreement that binds you to x months. Because you sent it recorded, they have absolutely no excuse and can't use the infamous "we haven't received a letter off you" excuse.
I've cancelled a few Singlepoint 4u contracts this way with no problem or delay, and they're well known for being awkward and clingy.
Re:Why would you not reformat the drive? (Score:3, Informative)
(for the record, I had ~700 MB at startup post Vista instlal and a basic app or two running).
Re:Why would you not reformat the drive? (Score:2, Informative)
Macbook Pro 15.4" Stats:
15.4-inch widescreen display
1440x900 resolution
2.0GHz Intel Core Duo(1)
1GB (2 SODIMMs) 667MHz DDR2 SDRAM
80GB 5400-rpm Serial ATA hard drive
4x SuperDrive
ATI Mobility Radeon X1600 with 128MB GDDR3 memory
One FireWire 400 and two USB 2.0 ports
3-year world-class Applecare Support
MSRP: $2448.98
Brenthaven Edge II for 15.4-inch MacBook Pro
MSRP: $49.99
Total Cost: $2,497.95
Dell Inspiron E1505
Intel Core Duo 2.0 GHz
Genuine Windows® XP Professional
15.4 inch UltraSharp(TM) Wide Screen SXGA+ Display with TrueLife(TM)
FREE 1GB Shared Dual Channel DDR2 SDRAM at 533MHz, 2 Dimm
256MB ATI MOBILITY(TM) RADEON® X1400 HyperMemory(TM)
80GB 5400rpm SATA Hard Drive
8X CD/DVD Burner (DVD+/-RW) with double-layer DVD+R write capability
Intel PRO/Wireless 3945 802.11a/g Mini Card (54Mbps)
85 WHr 9-cell Lithium Ion Primary Battery
3Yr Ltd Warr,At-Home Service,and HW Warr Support plus Nights and Weekends
Dell Nylon Deluxe Carrying Case
MSRP: $2035.00
Total Cost after $750 off $2000 coupon: $1285.00 (And they run this coupon literally every week.)
Differences between the laptops:
Macbook Pro has a very slightly faster video card (it's underclocked by default, so this is really a moot point.)
Macbook Pro is physically lighter and thinner (a huge selling point, in my opinion)
Dell has a greater pixel count (1680x1050 v. 1440x900)
Dell has a faster DVD burner
The Apple costs nearly twice as much. I happen to be a fan of the Apple platform, and have considered purchasing a Macbook (not the Pro), but there's no doubt in my mind that they grossly overcharge.
Re:No different than Dell/McAfee (Score:4, Informative)
Re:An easy solution (Score:3, Informative)
I just tried to cancel and timed it... (Score:2, Informative)
I didn't think much of it, so I decided to cancel last month. They will only let you cancel by phone, paper mail, or fax.
I decided to do fax, since I thought that would be the easiest. Apparently it didn't work, as I still got a bill on my credit card this month.
So, this article spurred me to try to cancel by phone.
I had to spend a few minutes talking to a machine...that actually wasn't a bad system. However, once I wanted to cancel, it put me on hold and said I'd have to wait about 10 minutes.
So, I was listening to Carly Simon for what seemed forever (I'd estimate about 6 minutes, since I heard two songs), and finally got a human. I was being given the hard sell much like this article, but it was clear the poor guy was being forced to read from the "script" and wasn't having much fun doing it, so I played along just to be polite.
That conversation lasted about 3 minutes. Then he said he had to read some cancellation disclosure and "not to shoot the messenger". The disclosure said that AOL would let me retain my email address for free just to maintain a relationship. No catch. They will send me a confirmation to my AOL address and by US Mail. Interesting.
After that, he said he needed to transfer for another disclosure and to verify important details. The phone began to ring, and ring, and ring....it finally went dead. (I hope this doesn't mean my account isn't going to be cancelled...guess I'll have to check that email address)
Total time wasted: 20 minutes.
Re:Why would you not reformat the drive? (Score:1, Informative)
Re:MOD PARENT UP plz (Score:2, Informative)
Re:Post megapack (Score:3, Informative)
A little empathy goes a long way. Even if I'm in the right in requesting something, I try to do so in a way that works with the person on the other end. Or I try to find out why they can't meet my needs and what the options are.
My own tactic to cancel AOL - Cancel Credit Card (Score:3, Informative)
I had a problem with AOL that was similar, where I even tried to cancel the damn thing at least three different times, all of them rebuffed with one time even being offered six months of free service.
Finally, as a last resort, I called my bank and told them that I lost my credit card that I had been using to pay for the AOL service. I actually lost it in my garbage can that afternoon, when it met an unfortunate accident with a pair of sissors. With very little complaint from my bank, they issued me a new card number, also informing me that any automatic payment must be re-established with the new card number.
I thanked the bank for that service, and "forgot" to tell AOL the new card number. How rude of me.
This was the only way for me to cancel my subscription. God forbid if banks ever have automatic account change notification to creditors (not credit bureaus, which is another issue altogether).
Re:Post megapack (Score:3, Informative)
Company policy was abysmal, wait times were often near 1 hour, we had a counterproductive call center in Thailand - I felt sorry for the customers. However, many of them were so rude and aggressive and humiliating that you either had to be thick-skinned, retarded, or very very desperate in order to stay.
I saw good people running out of the building screaming and crying every day. All because of how the customers treated us.
I have dealt very differently with support calls ever since. If I stay polite (which doesn't cost me anything) I get way more. I can laugh with the poor rep and get their supervisor if that is what is needed. I don't get all stressed out and furious - it is counterproductive and ruins my day.
When you're on the phone with a CSR you can't change corporate policy. Why not be civilized? Why not make the best of it?
Re:Was this legal. . . (Score:3, Informative)