Premium SMS
I hate premium SMS!!! It seems like everyday I get atleast 2 calls from irate customers because they notice these pesky charges on their bills. Although in the early days I rarely issued credits for these things lately I've adopted a 100% credit practice if the customer just has one or two.
To me VZW approaches premium sms in a very unethical way, atleast with regards to what we as reps are supposed to do when a customer calls about them. The "official" policy is that you just tell the customer how to unsubscribe and that's that. Of course most reps will gladly (and immediately) offer the premium sms blocks although the policy states otherwise. I can see VZW getting slammed in a courtroom (just like AT&T) by a crafty class action law...
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To me VZW approaches premium sms in a very unethical way, atleast with regards to what we as reps are supposed to do when a customer calls about them. The "official" policy is that you just tell the customer how to unsubscribe and that's that. Of course most reps will gladly (and immediately) offer the premium sms blocks although the policy states otherwise. I can see VZW getting slammed in a courtroom (just like AT&T) by a crafty class action law...
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Just an opinion, but any policy that states to not proactively offer Prem SMS block seems like an impediment to the almighty "FCR".
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If the customer would take responsibility for their actions instead of trying to turn it into the company's fault this wouldn't be an issue.
Why don't you look up the short code and give the customer the number of the company that is actually charging them instead of crediting back VZW's money?
Why don't you look up the short code and give the customer the number of the company that is actually charging them instead of crediting back VZW's money?
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From what I've seen lately I'm starting to believe the customer more than our billing system and the premium providers. Supposedly we have some sort of "opt-in" requirement in which the customer has to send the provider a text agreeing to the charge. The vast majority of the premium charges customers have called in to dispute with me are on accounts in which there is no originating text on the customer's side to "opt-in", all I can see is terminating texts from the provider all the way back to the time the premium billing started. By billing customers in this situation we seem to be complicit in a scam.
As to your second point -- I always give the customer the option of ending a particular subscription or to stop all premium sms perio...
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As to your second point -- I always give the customer the option of ending a particular subscription or to stop all premium sms perio...
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I suppose that I'm a bit confused...
I've never seen anything stating that we shouldn't proactively offer it. Whenever it was first available, I know that we were supposed to have customers unsubscribe, THEN (and only then) add the block, as the block wouldn't stop active subscriptions.
Since then, however, it seems that we're able to simply put the block on. I'm pretty sure that some can still get through (I've seen it happen), but those are more the exception than the rule.
I've never seen anything stating that we shouldn't proactively offer it. Whenever it was first available, I know that we were supposed to have customers unsubscribe, THEN (and only then) add the block, as the block wouldn't stop active subscriptions.
Since then, however, it seems that we're able to simply put the block on. I'm pretty sure that some can still get through (I've seen it happen), but those are more the exception than the rule.
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