I'm helping my parents out with a broadband plan change and decided to do it through this link rather than calling the help desk because phone queues. I submitted my request Tuesday morning and read that it can take up to two days to be completed. No problem, no rush on my end :)

Two days (and no change) later I call them (after rebooting the modem a few times to make sure) and the CSR says they unfortunately have no way of tracking whether requests made through the website have been completed or even received or not.

My only option was to be transferred to the 123 team and make another request which was unfortunately not possible as I'm not the account holder and I have to wait until the parents are back then likely another two days until the change is completed.

Erm, what?

Surely that is a massive oversight. No way to track customer requests made through the website. What is Telecom's standard operating procedure when there is a problem with a request made through the website?

"LOL, sorry bro. Better resubmit a new request."

I'm no genius but that seems like a basic requirement for customer service. Am I wrong?