I spoke to an agent yesterday at 4-10 pm regarding an incorrect bill outstanding from a year ago and a letter received saying a default was to be added to credit file. Initially she was helpful until i asked her to explain the bill , she insisted it was right but couldn’t explain what 168 was for - I said I really wanted to understand the charges - she said it was right but didn’t understand it herself ? She asked me to hold in a harsh tone as she would query it - I held for 50 minutes and then the call was ended as the lines closed at 5 pm - I was left frustrated and annoyed- -I began again today to explain the situation to Lucy Jones who was helpful and professional throughout- she listened and then gave me explanations- she left me on hold for a short period then offered to return my call.She kept her word and came bk to me with the explanation I understood and the amount owed was a third of the original amount - Lucy gave me the impression she wanted to help and didn’t mind retrieving the information needed to put this situation right- my very negative experience had been overturned with Lucy’s attention into a positive one, she demonstrated excellent customer service .
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