How am I supposed to accelerate my issue to a supervisor? It has been difficult to reach anyone on the phone and impossible to find a real human on the “live chat” (starting to think this feature no longer exists since they implemented “Jack”)
I have spoken to an agent who gave me a deal on a phone upgrade but was unable to apply the offer to my bill because I had “just made a hardware upgrade” so I was told to call back when I received the phone. I did and got a second agent who told me “billing department has the note, and they will make the change”. Received the bill which did not in fact have the offer. Spoke to a third agent who told me I shouldn’t have received my offer and then said he would “fix it”. I was on the phone for an hour and 40 minutes only to be told it would show on my next bill. When I asked for proof as I have been told this previously, I was told they could fix my bill now and my additional offer will be set next bill. Checked my bill and it has been adjusted incorrectly. I am making a 2 year commitment, this shouldn’t be this complicated.
Over the years its gotten increasingly more difficult to reach an actual human for assistance.
Solved! Go to Solution.
I'm sorry to hear about your recent experience. Keep in mind that the main job of a supervisor is to look over their agents and work on the back end so they are not always available to take a call right away. In terms of the "Ask Jack" feature, this is a welcoming message before you're transferred to an agent. We understand we've been a little busier lately which may explain the longer than expected wait time, however, rest assured we're here to help!
With that said, I'd like to take a look at the account myself. I'll go ahead and send you a private message so we can get started! 😃