Deceptive in call time
I signed up for the free trial last night. The agent was very professional. The cool thing is you get to actually listen to the conversation which leads to the problem. So as you are listening to it you see the length of the call. The length of time and what was charged:
Length: 1:29 Charged 2:06 Difference: 37 seconds
2nd call: :34 Charged 1:12 Difference: .38 seconds
3rd call: :51 charged 1:24 Difference .33 seconds
4th call: :37 charged 1:24 Difference .57 seconds (This is way beyond the 30 second wrap time and the rounding up 6 seconds)
I called and they said they ad a MAXIMUM of 30 seconds for the agent to "wrap up" the call. I informed them that that was misleading and that it doesn't state that, plus ALL 4 of these were charged more than an additional 30 seconds. One was 57 seconds over the actual call time. They bill by the minute so basically they are charging 2 to 3 times more per call. I told him that those were OVER 30 seconds, he said they come through ANOTHER CALL CENTER and that is what that call center charges them. Um, ok, I thought I was hiring this call center. But anyway, he still couldn't tell me why they were charging over the 30 seconds when he just said (and I have in writing) a MAX wrap up time of 30 seconds. That is very deceiving and no where on their website does it state that you will be charged an additional 30+ seconds on all phone calls. That really ads up when you are paying per minute. As far as the "wrap time" my husband called to do a test. I was watching "live' the agent type and she had all the info typed in when they hung up and it was on my screen so not sure how they justify charging and extra :37 seconds to that call. They couldn't give me answer. D**** just kept saying that is what the other call center charges them. BUYER BEWARE..YOU ARE BASICALLY PAYING DOUBLE TO TRIPLE for your minutes.
UPDATE: Still never got a response on the time discrepancy even though company replied to this post saying they would look into it...