While the representatives were empathetic, the results fell short. Chats would often disconnect, requiring me to start over, which was frustrating. It would be beneficial if chat records continued when customers called back instead of restarting, and if email notes were sent to customers to maintain continuity. The representatives seemed genuinely caring, but ultimately the conclusion was always, 'We agree you should be reimbursed, but you must take this up with another department; it's not our responsibility.'
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