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Cs completely ignoring billing question and handing out stock response - Update

techguy
Grafter
Posts: 2,540
Registered: 12-09-2008

Cs completely ignoring billing question and handing out stock response - Update

I raised a ticket further to my thread on here about the line rental not being claimed for last month following payment of a final broadband fee as I wanted to know whether two line rental payments were likely to be taken this month (I included a screenshot of the transactions screen to illustrate my point)

What I got back was what appeared to be a cut and paste response telling me what HP tariff I was on and that it cost £9.75, thus completely ignoring the question.
Can agents type a response or is it purely select from a list of prewritten responses?
UPDATE had further response from CS last night stating that the system did not automatically claim the rental last month and asking when they can take it so looks like they've had major billing issues.