Hi Freewallet,
The reason I posted this issue here (following on from the issue of the "missing" token for 1.5 months which started this thread) suggests one thing - you don't have a system for dealing with this 'user error'. No system beyond repeating the same words since August 2019, "we are doing everything to find the resolution as soon as possible. Our specialists will contact you as soon as there are any updates for you".
Having systems to deal with customer problems is far from easy, I understand, and therefore I am patient. In the interim, let me entertain you with a story with a happy ending where I resolved a customer issue using a system approach. Maybe it will inspire you?
In 2000, while working for an online ski holiday company I was presented with a problem. Two sisters I thought I had booked into a twin room over the phone, were now told that they would have to share a double bed, as no twin was left. The sisters were not happy at this prospect! So I asked the national tour operator I had booked the holiday with to stand by their confirmation of the twin bed booking. They refused, they said as I had made the booking on the phone rather by the preferred online booking system (which was 'down' at the time) that they would not honour it & therefore not allow an amendment to the booking.
Stumped by the problem, I asked the company directors for guidance and they were also baffled, suggesting that I might use human rights law with the holiday company to get them to budge.
After sleeping on the issue I came back to work the next morning – and drafted a fax to the company. I asked simply if they therefore regarded the telephone booking, and the online booking, as two separate distinct systems? A few hours later, they had a ’surprise’ change of mind, and the twin sisters got their hotel room booking with separate beds.
The reason I posted this issue here (following on from the issue of the "missing" token for 1.5 months which started this thread) suggests one thing - you don't have a system for dealing with this 'user error'. No system beyond repeating the same words since August 2019, "we are doing everything to find the resolution as soon as possible. Our specialists will contact you as soon as there are any updates for you".
Having systems to deal with customer problems is far from easy, I understand, and therefore I am patient. In the interim, let me entertain you with a story with a happy ending where I resolved a customer issue using a system approach. Maybe it will inspire you?
In 2000, while working for an online ski holiday company I was presented with a problem. Two sisters I thought I had booked into a twin room over the phone, were now told that they would have to share a double bed, as no twin was left. The sisters were not happy at this prospect! So I asked the national tour operator I had booked the holiday with to stand by their confirmation of the twin bed booking. They refused, they said as I had made the booking on the phone rather by the preferred online booking system (which was 'down' at the time) that they would not honour it & therefore not allow an amendment to the booking.
Stumped by the problem, I asked the company directors for guidance and they were also baffled, suggesting that I might use human rights law with the holiday company to get them to budge.
After sleeping on the issue I came back to work the next morning – and drafted a fax to the company. I asked simply if they therefore regarded the telephone booking, and the online booking, as two separate distinct systems? A few hours later, they had a ’surprise’ change of mind, and the twin sisters got their hotel room booking with separate beds.