March 10, 2014
Just a warning to everyone to be very careful when topping up. I am a long-time Speakout customer and have two numbers on my account - one linked to my home system ( 300 minute plan for $30/mo ) and one for car cell emergency only. ( $25/Yr ) I was taking advantage of the $100 top-up bonus for my home phone and mistakenly topped up the emergency phone instead. ( I'm 80 years old and am rapidly losing brain cells so I'm blaming it on that.)
However, I realised my error immediately and phoned customer service and asked them to correct the error. They refused ( company policy ) I spoke to a senior person later in the day and she reiterated they will not do that. We all know it could be done in two minutes with a couple of mouse clicks and done four times over in the time she spent talking to me but they won't do it. She explained they can't make an exception. If they helped me, someone might find out about it and then they would have to help other customers and they certainly don't want to do that. And the result is that I'm out $115 since I don't even use the $25/yr on that phone.
The good news is that I was annoyed enough to start to look elsewhere for a plan and found a Rogers plan with Unlimited Canada-wide talk and text for $35/month -10% discount plus free sim card for your unlocked GSM phone. So I'm now paying same amount for unlimited that I was paying to Speakout for 300 minutes which I went over occasionally. The plan is not on Roger's website so you have to hear about it from someone. I'll post it in the "other plans" forum for other 300 minute customers to consider.
So, I'm now paying Rogers the $400/yr instead of Speakout. I'm sure they don't care because it's less expensive overall to not have to help stupid customers. ( Company Policy!!! )
October 14, 2008
August 13, 2009
December 30, 2010
December 27, 2011
I agree with lencree, the OP. Any organization to whom customer service meant something would be open to his plea. The web method for activating credit is clunky. When you log in to your account, it knows your phone number, but to top up the web page forces you to enter the number by hand. If you have more than one number, it does not allow you to label them (such as 1. Regular phone, and 2. Emergency car phone) and then choose from the list. It's "almost" as if they *want* you to enter a wrong number and waste your money.
I've luckily never had the OP's problem, but I did have an interesting one tonight. I activated a voucher, and after an inordinately long time the screen returned with "Success" in red against a pink background under "Activate Your Airtime Voucher Online". The rest of the page was the same as it had been. Not totally convinced, I tried dialling *777#, which revealed the old balance. Then I tried "My Account" online. This Speakout source disagreed with the other two: "Account information not available. Please check back in a couple of hours." When I checked back a couple of hours later, it turned out that the payment had not gone through. The real ~success~ message looks a lot different from the one I initially received. Did they want me to file or destroy the voucher after the original apparent "Success"? That would be a free 100 bux for Speakout. Speakout is rather full of errors for an organization that refuses to allow a customer to correct an innocent mistake. Just MHO, of course.
I do know that if dealing with a computer problem with a reputable company, if you don't succeed with the first customer rep, keep on phoning; each rep might be in a different frame of mind ... sounds like it wouldn't work with Speakout.
March 12, 2009
It's always been that way. Airtime is never refundable, or transferable, under any circumstances. We can't blame SpeakOut for our own mistakes.
iamdrumming sounds like he's the trainer for the Customer Service people. No bending, no spirit of generosity. Guaranteed to drive away loyal customers. This is no way to treat us.
October 14, 2008