first cs rep I talked to went to a higher authority, possibly a secruity consultant and said i would have to deal with the apple department, i was then disconnected from the call
second cs rep I talked to, went to higher authority or some kind of manager said that my issue could be resolved by talking to the investigations department, however they were closed so I would have to call them the next day
I talked to investigations and they said that their department could not take care of my problem and they were only responsible for fraudulent charges. he then redirected me back to customer service
third cs rep. after talking to manager and looking through notes(with me having to interpret for her, what “customer correspondence” mean’t while she listed off a series of notes on my account
states my account was delinquent(It had only been 1 month since I opened the account)
customer correspondence to close the account
all of this took place on the xxxx date
after talking through the notes and finally getting straight answers from the rep I was able to have them email the specific rep that closed my account. after having to state that I already had to do enough on my end I was able to schedule a callback from a manager.
Total length of that phone call was 58 mins.
after getting a manager on the phone the next day, they finally figured out that they sent the card to the wrong address. The account was closed because somebody sent the letter back saying, “you sent this to the wrong address". Their solution was to send a, “sorry to receive your request to close the account” back to the wrong address. Even though the entire time they had my right address on record.
they resolved my issue by reopening my account, which they said the day before could not be done. They also decided to overnight me a new card. (free of charge)
throughout the entire experience there was constant blame deferral. something along the lines of , “sir you must have called in to close the account” or “we have a certain criteria for closing accounts” was said. even though the notes stated “customer correspondence” i was consistently hinted at that I had called in. the term “voluntary closure” was also constantly used, like that was supposed to mean something to me.… show more