Summary: "THANKS" customer service, knowing there was a glitch that somehow ate up my real credits instead of chewing the bonus data, will only give half of the lost credit, with me spending almost an hour on the phone explaining the situation. I gave up justifying as too much time has been spent going back and forth and accepted what they offered.
On another scenario, Cereal "K" had a promo where you get sent a gift card after purchase and claiming on line. Realised that I never got my gift card, I sent them an email. Cereal customer service, without asking for any proof, replied to my email to apologise for not being able to claim and sent my gift card. I got my gift card this morning and Cereal "K" sent 2 gift cards, with an apology letter to suit.
One customer service is based overseas, the other local. Guess which is which?
Feel free to read on as you may learn a thing or two with "THANKS".
Today, our story begins with a prepaid offer from "THANKS" telco. Been using Cap Encore but due to the phone not being used a lot lately, decided it's too dear to pay $30 a month for bonuses (minimum recharge $20 - no bonuses). Went to try Freedom ($30 for 28 days with bonuses, minimum recharge $5 for 14 days with 250MB data bonus).
On the day I made the switch, I still have roughly $70 of real credit and $100 of funny money (or cap credit), using "THANKS" 24/7 app. Now, I'm well aware that with Cap Encore you only get 400Mb data so I always turn off data use when not browsing the net. So made the switch to Freedom, got a message to recharge, and recharged $5. After recharge, I checked my balance using the app and everything is in order: old credit + $5 and 250Mb bonus data to use within 14 days.
After two days, decided to browse the web, went to different websites. After a couple of hours, I checked my balance (as I usually do after using data) and saw that the 250Mb data is intact. Good, right? But no! The real credit was used up.
So I called "THANKS" customer service and I was told that I should have "re-set" my phone, turned off data then turn on data again. Where is it in the fine print that I should be doing those things? I asked. Rep said I used $63 of credit when I browsed 102 hours from 14-16 May. BUT WHAT HAPPENED TO THE FUNNY MONEY??? The way THANKS works is bonuses are used first, then funny money, lastly credit. How is it possible that on Saturday (16-May), I still have $100 of funny money and the credit is all good ($70). AND HOW CAN I USE 102 HOURS OF DATA IN THREE DAYS, WHEN THREE DAYS IS 72 HOURS?
During the conversation, she advised that if I check my balance now, the data counter is working. So I checked and it showed 249MB - AGAIN ANOTHER PROOF that there's a glitch. i told the rep, I was browsing thru a lot of websites earlier so how is it possible that this counter is stating that I only used 1MB, WHILE EATING UP MY REAL CREDIT?
Rep just kept on saying that I did use my credit and that best she could offer is to return half my credit back. Initially I don't want to accept but having been put on hold for five times while rep talked to her manager and coming back to me with the same offer, I just accepted as too much time has been spent arguing.
To all who is still with Cap Encore, make sure you re-set your phone when you make the switch to another prepaid offer.
Also, there are still some good customer service out there.
End of story
Is there an issue with naming and shaming? Unless what you wrote is at risk of slander…
Times like this, we really need a TL:DR section as your write up is pretty long and confusing if you are unfamiliar with the telco's plan…Im with Virgin mobile so I wouldnt know Cap Encore is actually from Tels….co…and they issue funny money to their prepaid members.