You know all those messages that say “This call may be monitored or recorded to ensure quality?” I always used to wonder what that actually meant. My best guess was that it was to make sure customer service reps (CSRs) toed the party line.
Yesterday, I found out.
I called my cell phone provider to complain about hundreds of dollars in international charges. Back in May, before my wife and I went traveling abroad, I’d called the company to ask about what is or isn’t chargeable when traveling out-of-country, before the first of several trips abroad.
At that time, the customer service person assured me that any call made TO a US number would be free. But our bills showed charges of 20 cents per minute, and my son was on a three-month European tour as a traveling musician this fall, and because we thought it was free, he used the phone. A lot!
The first person I spoke with yesterday told me it was only free over wi-fi. This was very annoying, because I had switched to this company largely because of the promise of seamless international service. When I got put through to a supervisor, he told me he wanted to track down the original phone call and listen to it. He called me back about an hour later with the good news that he was crediting everything I asked for. Here’s a piece of his email confirmation.