How To Call if Retention Plan Has an Error?

[laureltn]

I went through retention -- long story, won't repeat it all but was offered and accepted an agreement that when it all came down was impossible to get. Second retentions guy believed that I was offered what I said, thankfully, and worked hard to get me as close as possible. Now, it's one of those plans that if a regular rep looks at it, I'm afraid they're going to start saying I can't have all that, blah, blah, especially since they ended up giving me free regular vision on PV phones (I had been promised free PV to match SERO) and said that's all they could do and stay off Sprint TV and it would be fine.

Anyway, that's the setup to the question I have. I have just been able to view "current usage" since the new plan changes. I have three lines and all looks okay with the exception of the third line didn't get the free ul text and already shows a charge for one casual text message.

I want to wait to make an inquiry about this after I've seen my invoice to be sure all credits are in place, etc., as was promised. However, when I do should I ask to be contacted by the person who worked with me in retentions? I don't want to get into a bigger mess by somebody in customer care challenging my plan features.

thanks for any advice

[TJ474]

What I did was call *2, and when the recording asks what you need, just say "Cancel" It took me straight to retentions.

[laureltn]

Yeah, that works to get to retention -- I'm just not sure if I need to "escalate" to retention right away or try first to work it out with *2. And if I got to rentention, I'm not sure if I should just ask to get a call from the guy who set it up or what. I'm hoping this is the only thing that's been omitted, although I won't know for sure until I see the bill -- and of course the phone that didn't get the texting is the the 13-yr-old girl. of course you know what that means -- the highest user in the house. ah, irony :laughing:

[ajblbv]

Get back on the phone, call up retentions, explain the situation, and ask that they send you in the mail details of your new contract so you have it in print. Of course have them fix that line. But it would not really be escalating because in reality retentions is the only people who know what you should be getting, and have the willingness/authority to give it to you. Let us know how it turns out.