I Asked for a Supervisor, She Dropped The Call
Last night, I shared with you how PLDT’s Challenging My Patience.
In that article, I mentioned a virtual meeting I requested with a PLDT branch here on the island. There's only one PLDT branch in Bohol that can accommodate virtual appointments, so I was excited to get my billing concerns fixed soon.
The meeting was supposed to be at nine in the morning. I had the virtual meeting room opened and it was just waiting for the other person to join too. The meeting has this specific BUHAWE, Joshua Ray A. However, no one attended the meeting. After 30 minutes of waiting and wasting my time, I decided to call the hotline again.
At 9:30 AM, the queue kept me in the line for more than 30 minutes so I was able to speak with someone at 10 AM. I missed asking the agent's name which I usually ask because this will help me trace the person in case of disconnection but I was too excited to give her my concern that I missed asking.
First, I asked for the Tagbilaran branch's contact details because of the missed appointment. The agent was out of ideas, she even gave me their hotline number and I had to correct her.
Second, she has no idea about virtual appointments. I brushed off the idea of explaining this to her and proceeded with my main issue - bill adjustments.
Third, she has no access to the data consumption verification tool. I guess she was a new agent when she mentioned she can't access this on her end and then she mentioned about the need for her to ask for her supervisor to help her out. I immediately grabbed that opportunity to ask for a supervisor. Note, I was not raising my voice or whatever, I stayed calm and relaxed throughout our conversation even if I am already very annoyed with how our call was progressing.
Our ongoing call was more than an hour and I was on the line waiting for her to get back to me because she was looking for her supervisor. Again, I know how supervisors would try to push back agents, and most of the time, it requires guts for an agent to ask a supervisor if her team leader is a bit unapproachable so I was patient and waited but then something happened, she dropped the call!
At that time, I regret not asking for her name.
I called the hotline again, which was already 11:10 AM, I have no choice but to wait in line, the waiting time was more than 20 minutes. Thankfully, someone picked up and I spoke with Emily.
I mentioned to her that I was on a call and the agent dropped it, I was waiting for a supervisor and I also told her all details needed, my account number, email, phone number, etc. I even asked her if I need to give her an overview of the issue but thankfully, I spoke with someone who's a very initiative, she didn't let me give her the overview because she was already reading the notes from the previous calls. I know there's a database of these calls and agents are required to do document how their calls went.
Emily went on and even told me about the disputes which have been approved and even went on with creating five adjustment reference numbers from December 17 until April 24 since April 25-May 25 has been adjusted already.
I was on hold for a long time while Emily was creating those five requests, but I was fine being on hold as long as she won't drop the call. She was a good agent and although I was unsatisfied with the previous agents, I finally have a reason to stay with PLDT.
I am sure now that the billing issues will be fixed as soon as these requests will be approved which I know will be approved because Emily had checked that there was no data consumed on those dates based on her tool.
So, I rated her 10 on the survey. She deserves it and to PLDT, I hope that you'll train more agents to be like Emily. There are agents indeed who will go the extra mile and make their customers happy. Thank you, Emily!
Now, I hope my account will be cleared from all of these extra charges and that I won't get any connection restrictions again. It's a hassle calling the hotline but with patience and keeping our cool, things will be fine and I hope that anyone who's having an issue with their ISP will find someone like Emily over the other end of the call.
Thanks for reading this article! Do check my previous articles here too:
xoxo,
momentswithmatti
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Ako duha ka housemate dai sa cebu, call center man to sila. Daghan ko madunggan na ang uban saila kay iend ang call jud labi na ma-escalate ang issue. Not sure ko ana if PLDT bajud na nga agents or mga call center agent sa usa ka company tapos ang account kay PLDT.