PayTel Complaint - What Customer Service?
I have been trying to receive phone calls from my fiance in jail for over a week. I don't have a home phone so I opened up a Paytel account so he could call me on my cell phone. So when I opened the account the recording said that they update their system every two hours. When I still hadn't heard from him the next day I wondered what was going on. I called paytell to speak with a customer service representative and their recording said if I was calling to find out why my number was blocked I should use their automated system to find out. Their automated system just told me that I indeed had an account and that I had a balance of $25.00. I then held for a customer service representative It took 45 minutes for me to accually get through to a representative When I did She told me that she had to manually remove the block. I figured everything would work but I was wrong. So the next day I still was unable to receive calls from my fiance so I called Paytel again. I called several times throughout the day from my cell phone and waited over an hour each time. Unfortunately I work so I cannot stay on the phone for hours at a time without getting in trouble. When I got home from work I called from my dads home phone. I had already burned up my entire prepaid phone card calling them all day. I stayed on hold for over two hours before I reached a customer service representative She then informed me that she could not tell me why my phone was not working with their system that it was a technical support problem and tech support was not in after 5pm. So I spent my entire day on hold for nothing. I asked her if it was possible for tech support to call me in the morning since It takes so long to get through. She said no. I mean I have kids to get to school and a job to go to. I don't have time to stay on hold for two or more hours in the morning. I then asked her if I could just transfer the balance I had to my dads phone and she refused this as well. She told me if tech support could not fix the problem only then they would transfer the money to another phone number. They are getting my money either way. Why make me go through all of this to be able to talk with my fiance. I still haven't been able to talk to him to let him know that I am ok and that his kids are ok. Paytel has put a block on everybodys phone and is making it so I cannot talk to him. It is ridiculous
Company Response on 10/7/2009:
Sorry for any problems you have experienced with our company.
Our phone lines have been extremely busy during our conversion, the CSR’s are available and assisting as many customers as possible.
We are very sorry for the problems this has created for you.
If you will provide us with your phone number and PIN, we will research your account and get back with you. You can email your information to a manager at CustomerRelations@paytel.com and your request will be addressed the same day.
Please accept our apologies for this problem.