trying to get past junior call centre staff

Forums › Vocus (including Slingshot, Orcon, Flip, Stuff Fibre and CallPlus) › trying to get past junior call centre staff

Naylz

40 posts

Geek

#233434 16-Apr-2018 12:44

I had 3 accounts with Slingshot/Callplus.

I continue to use Callplus services at my offices.

I had slingshot at home but cancelled that.

I had slingshot at my beachouse but cancelled that in September 2016.

Slingshot have continued to charge me since September 2016. Unfortunately my wife only just noticed this, this month. I called and whilst the caller acknowledged that the service was not used, will not reimburse me.

I tried to speak to someone more senior even suggesting that I move my internet back to slingshot and be credited with this amount but can't really get past the call centre staff.

Any suggestions.

lucky015

685 posts

Ultimate Geek

Trusted

#1996983 16-Apr-2018 12:57

Not sure with Slingshot in particular but the same process to follow applies.

1. First prove that you made a valid request for the service to be cancelled, have an agent attempt to locate notes/valid request with this info or alternatively request they pull call recording.

2. Once a valid request is proven if they still don't comply then request to raise a formal complaint.

Simple answer is if you can prove you made a verified and valid request to cancel then they have no right to charge you, If you did not make a verified and valid request to cancel then they are fully within their right to charge you and not refund.

Slingshot

1002 posts

Uber Geek

Trusted

Slingshot

#1997078 16-Apr-2018 13:57

Hi there,

If we have a record of a cancellation request you should definitely be reimbursed for any charges beyond that date. Could you send through a message with the account info, please? I'll follow up on that for you now.

Cheers

www.slingshot.co.nz

www.twitter.com/SlingshotNZ

https://www.facebook.com/SlingshotNZ

Naylz

40 posts

Geek

#2003100 26-Apr-2018 20:09

Can you please check my message to you.

Linux

6709 posts

Uber Geek

Trusted

Lifetime subscriber

#2003101 26-Apr-2018 20:13

@Slingshot you should say

Linux

Naylz

40 posts

Geek

#2003215 27-Apr-2018 07:55

@Slingshot can you check my message to you please.

michaelmurfy

/dev/null
9458 posts

Uber Geek

Moderator

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Lifetime subscriber

#2003219 27-Apr-2018 08:09

@Naylz This is not an official support medium. Just have some patience, they'll get back to you when they can.

Slingshot

1002 posts

Uber Geek

Trusted

Slingshot

#2003232 27-Apr-2018 08:38

Naylz:

@Slingshot can you check my message to you please.

Hi Naylin,

Apologies for the late reply. The team are following up on this for you now and will be in touch ASAP.

www.slingshot.co.nz

www.twitter.com/SlingshotNZ

https://www.facebook.com/SlingshotNZ

pepelevamp

2 posts

Wannabe Geek

#2048325 3-Jul-2018 14:27

I always have trouble with the slingshot call centre staff. I make a habit now of always insisting that I get notes put on my account & asking for a team leader to review the ticket.
Last time I had a rep insist on going through her checklist and not listening to me explain that the problem has already been narrowed down.

Kept insisting on doing nonsensical & unrelated things. That typical 'cover all bases' crap they do.

By the third rep I finally got someone who broke script to tell me that their was a firmware issue with the current modem, which is precisely what I had indicated to the previous two reps.

The previous rep enabled remote HTTP admin and didn't change it. Also changed my WIFI channel & other things. The second rep refused to tell me what he had changed.

That was a combination of lack of skills and lack of respect which directly caused security problems for me.

Even caught the previous rep out in a fib. The line disconnected & he wrote in a note saying he'd called me back but it was engaged. Pro tip: I was on a mobile. If he had called it would have beeped me.

One rep even insisted on changing the 5ghz radio wifi name to see if it was confusing my phone's connection to the 2.4ghz wifi and 5ghz wifi. After explaining that makes no sense because my phone doesn't have a 5ghz radio she said 'how do you know?', and I explained that I simply knew what model of phone I have.

To cut a long story short - just ask for a different rep, or hang up on the rep & call back. On the whole they're generally pathetic. The billing person couldn't even answer basic questions when I was setting up my account. 'Is it on the same number of each month, or is it every 4 weeks?' bewildered him.

They're basically pathetic in general. But your results may vary.