Monday, August 15, 2005
I say Daisy, are you listening to me??
(Aside to Scooter - no, honey not talking about you today)
I was wondering how many people have the same experiences that I have when dealing with companies that have information about us that truly needs to be correct. Read along and see if you have had this experience.
A couple of weeks ago, after I received a decline letter for a loan that I wanted (what do you expect when you’ve only been self-employed for a year?), I decided to go online and order my free credit report - the one you’re entitled too after getting a letter like that. I went to their site, followed all the directions to get my free online report and then followed the directions to view it. Should be a piece of cake right?? Wrong!!
First I get an error message that I haven’t set up an account yet, so I go back to step one and start over; then I receive a message that my account has been suspended. I wait about ten minutes and then try to log on again. Receive message that I haven’t set up an account yet, go back to step one; then I receive the message that my account has been suspended. After playing this game for about 20 minutes (I know, I should’ve given up sooner - but I just wanted my report!!) I decided to call their 800 number to get some customer service.
The following is almost a near perfect transcription of the call:
Hello welcome to XXXXXXXXXXXXXXX how can I help you?
I’ve been trying to set up an account online to view my credit report but it won’t work.
Give me your social security number so I can check it for you.
###-##-####
You don’t have an account with us, that is why you can’t view it online.
I know I don’t have an account yet, that is what I was trying to do online. Can you help me?
I can’t help you unless you have an account with us.
I understand that. I was trying to set one up online and I kept getting this problem (see description above) and I really would like to get it set up so that I can view it online tomorrow.
I can help you set up an account, but you won’t be able to view it online.
Well, I need you to set it up so that I can view it online.
I can’t do that because you don’t have an account with us.
Ok!! Now if I can’t set it up online, can you set it up for me over the phone?? I really want to be able to view this online.
If you give me your information I will set up your account and your report will be mailed to you within 5 to 7 business days.
I don’t want it in the mail, I want to do this online.
Well, I can’t help you because you haven’t set your account up online yet.
ARE YOU LISTENING TO ME?? I ALREADY TRIED IT SEVERAL TIMES AND YOUR WEBSITE DOESN’T WORK.
Obviously I do because you aren’t listening to me. Your website doesn’t work and I can’t set the account up.
I can set the account up and you can get the report in the mail.
I’m going out of town and I want to view it now and your website doesn’t work. Can you transfer me to technical support?
I’m sorry technical support isn’t open at this time.
And there isn’t anyway to help me get my report online?
No.
Thank you. Good bye.
By this time I was totally frustrated and even swore off computer usage for the rest of the evening. Still don’t have my credit report because my account is still in suspense.
