Bruce Howard

I was connected to customer service, but the first representative named Mary did not seem to understand what I was explaining. There was also a lot of loud background noise on the call, which made the conversation even more difficult. Because I was getting frustrated, I asked to be rerouted to a U.S.-based customer service agent.

Instead of transferring me to the U.S. team, Mary connected me to her supervisor. Fortunately, the supervisor understood my concerns right away and was able to resolve the two issues on both my husband’s account and mine. The experience improved significantly once I spoke with someone who actually listened and understood the situation.

Now that everything has been fixed, I’m hoping our accounts are fully cleared, especially since we no longer owe any balance. The start was stressful, but at least the supervisor handled the problem properly.