Unable to reach out to winback team

[JdjOoan]

Hi, I was on call with an agent from the winback team proceeding with the offer and then line got disconnected. It's been many days since then and I have received the callback. Can some please communicate this to the winback team to call me back. I really wanted to proceed with the amazing plan that was offered to me.

Thank you

[FidoAllan]

Hey @JdjOoan 

I'm sorry to hear about that, it must've been accidental. We invite you to reach out to customer service to see if the offer was documented on your account and if a call back is possible. 

[JdjOoan]

Thank you @FidoAllan for the response. I have ready reached out to customer service to check if the offer was documented. However, they do not see it on my account. I believe, winback offers are targeted ones and are usually not documented. I have also called back at the number I received the call from and left a voicemail (the IVR says that I will get the callback with in 24 hours), but have not received the callback yet. 

Is there any other way to reach out to that team?

Thanks

[FidoSaad · Accepted solution]

Thanks for clarifying @JdjOoan 

We can assure you that all our offers are documented, especially Winback offers

Please note that our Winback team provides outbound communications only. It's not possible to request a call from them if they have not contacted you first or if no Winback offers are available for your services.

If you've accepted a Winback offer, then you can simply follow up with our customer service, any agent will be able to confirm the offers and promotions being applied. However, if you've refused an offer, our Winback team might reach out to you again if there's another offer available for your line(s). 

For anything else, you can reach out to us on these channels to go over your options with us. We'll be happy to look into the offers and promotions that are currently available.

[JdjOoan]

@Fido waiting for the help