Very Poor customer service --- Upgrade phone desired
I have been a customer of puretalk for a very long time. I love the service, the no contract, the payment is easy and overall great company. That said, twice I have had crazy pull my hair out problems with the customer service. Both times involved new product issues. Today the reason I give a one rating is because I have spent 6 hours plus on the phone trying to upgrade my phone. I wasn't approved for financing through Puretalk so I went with the other option offered, Affirm. Should be easy since I have an account with affirm with an available fund at least five times the amount of the phone. Within minutes I got the approval from Affirm, email and first payment due date of July 18th. Great I think to myself. Then, I waited 24 hours and called because the shipping hasn't come out of my bank. OK, I call Puretalk, I am told by operator Contice that there is no order. She doesn't offer to look into anything just said there is no order in progress or any other way and that I would need to submit another order. I hang up feeling extremely ignored by her and felt that she didn't give to hoots about the call or that I had an order that wasn't showing up. So I call Affirm. I explain to them, after getting out of the AI service, what is happening and she spoke with me at length at options. I asked could she please just cancel the order because there is in reality according to the very poor customer service respresentative/s at Puretalk there is no order placed. She tells me she can't cancel order, it will have to be canceled by Puretalk and gave me their Merchant ID to be helpful and give proof of order. I call back to Puretalk and get an extremely rude/talk over the top of everything agent named Mike/Michael. After 14 minutes of him telling me there is no order that they can cancel, and me telling him I have the merchants number (which he won't take) I ask for a Supervisor. He says no because it isn't a Supervisor call. In my shock (I have worked at call centers as a Supervisor and would have been terminated if I would have said that), I asked again for a Supervisor because he just kept repeating his answer and didn't try to really assist me, he again started talking over me and told me no Supervisor. I then had it and yelled very loudly (I know this isn't the best behavior) to get me a supervisor. I was put on hold at 14:15 minutes. He came back to the phone at 17:51 and said, "brief hold" and back on hold I go. Came back again at 19:09 again saying brief hold and giving me no time to respond and back on hold I go again. Same thing again at 20:17. Then at 24:08 minutes he came back and once again started explaining that this is completely Affirms problem because they are a 3rd party. I very quietly spoke with him and yet again he spoke over me saying there is nothing that can be done. So, I explained to him that on July 18th I am going to have to pay a payment for a phone that I will not get because Puretalk doesn't show an order for it. At 31:38. I told him that I will end the call because there can be no resolve-he spoke over me telling me that he has done everything I asked and has tried. I told Mr. Mike that I will be leaving a review and it won't be kind or good. It is the kindest I can be and I am sure I have not had my last discussion with Puretalk, but I can do nothing about the situation at this time. WHAT A MESS! All because I wanted a simple phone upgrade. This is an update, Puretalk is sending survery requests to the other phone number on the account when they are fully aware it is not that person they have spoken to......unbelievable.