Last weekend I called to discuss a billing issue. On Sunday, I spoke with two different agents who were not helpful, repeated a company policy line without listening to my legitimate concerns. A supervisor was supposed to call me back that evening, but after two hours of waiting, I finally gave up for the night.
On Monday, my customer service experience was completely different. I called once again and Cody Leal began the call with an upbeat optimism. He listened and took time to review notes from the previous day and my bill. His supervisor happened to be passing and the two of them took the time to discuss and come up with a plan to resolve it. I was completely satisfied by the end knowing that even though the issue was still open, I had a customer service agent who was truly listening and willing to do some work to help.
Thank you Cody! You deserve accolades for your listening and demeanor.
-Erin Flynn