Richard
Zero Stars:
Zero Stars: Worse Than Bad I asked that service be started and billed after I received my first legitimate call from a customer. This request was denied. The only calls I received were prank calls on a daily basis and a test call from myself. When the person answered, I couldn't understand what they said. When I attempted to cancel the service, I waited 7 min. on hold for Customer Service before hanging up and trying again. I called again and waited 4 min. before hanging up and trying again. When I did reach someone, it took over 10 min. to cancel the service, and, they wanted to charge me another 33$...on top of the set-up charge and monthly charges I had already paid. Please make certain I am not charged 33$. Thank You. Respectfully- -Richard
Response from PATLiveJun 29, 2020
Hi Richard and thanks for taking the time to provide feedback. With regards to the hold times you experienced - it's very rare to have to wait to speak with a customer service agent, but it just so happens that you called while we were migrating our Automatic Call Distribution system to a new platform. As you can imagine, this is a major migration for a call center business like ours, and unfortunately, we experienced some issues initially that resulted in atypical wait times. We of course worked to quickly correct these problems and outside of this once in a decade migration, we pride ourselves in achieving our SLA of answering 90% of calls within 20 seconds – or said another way, an “average speed of answer” of 12 seconds. As for your free trial - we’re sorry we weren’t able to accommodate your request to only begin billing your account after you’d received your first legitimate call from a customer but short of situations where some issue prevented you from having the opportunity to actually trial our services during the 14-day period, it’s generally not our policy to indefinitely extend free trials. We have, however, refunded your account for all charges for the previous month and will be reaching out again soon to ensure your credit is received and we hope to speak to you soon.