Spoke to Tina today, she was extremely helpful and i decided not to close my account due to her help.
Previously I have been hung up on and spoken to by customer service agents that quit frankly dont seem to know what day of the week it is.
Make sure you dont lose Tina. There are only a small handful of your agents that seem to understand their job and know what customers need. maybe ask Tina to deliver some training to the other less able team members
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