Monday July 11, 2011
I received the following email from Melissa mid-day:
Dear Jessica,
Thank you for your patience.
We have not yet generated the billing for your shipment. I will continue to monitor our system and send you an update by 5:00 PM on 07/15/11.
I apologize for the delay in resolving this matter.
If we may assist you in the future, please don't hesitate to contact us.
Melissa L
UPS
Customer Service
Understandably, I was frustrated with the process at this point, as the only updates I had been receiving were to say that I had to continue to wait. I decided that I would express the fact that this was all very unacceptable with the following email:
Hello Melissa,
Thank you for your update. This is, however, beginning to become unacceptable. The last four emails have just been to tell me that I will have to wait about 4-5 days before the system updates with billing information, and as you can imagine, this is frustrating. If you could explain to me as to why you need to wait for the system to update, I would really appreciate this.
Thank you for your continued help in this matter.
- Jessica
Later that same day, I received the below response from Melissa:
Dear Jessica,
Thank you for your reply.
I sincerely apologize for the delay in resolving this issue.
I am waiting for the billing information of your shipment to be keyed in our system. Without this information being in our system, I am not able to request a refund of the charges as the charges are not available.
If we may assist you in the future, please don't hesitate to contact us.
Melissa L
UPS
Customer Service
To which I replied:
Good Morning Melissa,
Are we waiting to just submit a refund request, or will the charges be refunded once the system is updated? If you could let me know, I would appreciate it.
Thank you.
- Jessica
I did not receive any more replies from Melissa that day.
Tuesday July 12, 2011
I received the following email from Melissa, in reply to my previous response:
Dear Jessica,
Thank you for your reply.
Once the charges are in our system, I am able to submit a refund request. Until the charges are generated a refund will not be approved because the charges do not exist.
I sincerely apologize for the time taken to complete your request.
If we may assist you in the future, please don't hesitate to contact us.
Melissa L
UPS
Customer Service PCA Team
Feeling that she did not understand what I was asking, I sent her the following email:
Hello Melissa,
I understand that nothing can be done until the system is updated. What I had asked, though, was whether you were just requesting a refund once the system has been updated, or whether Penny will be issued a refund at that time.
If you could clarify this for me, I would appreciate it.
- Jessica
I then received the following reply:
Dear Jessica,
Thank you for your reply.
Once the charges are in our system, I will request the refund and our accounting department will issue a check.
If we may assist you in the future, please don't hesitate to contact us.
Melissa L
UPS
Customer Service
Satisfied for the moment, I left the emails at that, and resumed waiting for the 15th, on which was the latest date I had been told I would receive an update.
Friday July 15, 2011
I received the following email from Melissa:
Dear Jessica,
The billing information has not been uploaded to our system. I will continue to monitor our billing system and send you an update by 4:00 PM on 07/22/11.
I apologize for the delay in completing this refund and any inconvenience caused.
If we may assist you in the future, please don't hesitate to contact us.
Melissa L
UPS
Customer Service
I replied to her email, asking if a delay this long was normal, and pointing out that it had been a month since we shipped the envelope. I did not receive any reply the rest of that day.
I received the following email from Melissa mid-day:
Dear Jessica,
Thank you for your patience.
We have not yet generated the billing for your shipment. I will continue to monitor our system and send you an update by 5:00 PM on 07/15/11.
I apologize for the delay in resolving this matter.
If we may assist you in the future, please don't hesitate to contact us.
Melissa L
UPS
Customer Service
Understandably, I was frustrated with the process at this point, as the only updates I had been receiving were to say that I had to continue to wait. I decided that I would express the fact that this was all very unacceptable with the following email:
Hello Melissa,
Thank you for your update. This is, however, beginning to become unacceptable. The last four emails have just been to tell me that I will have to wait about 4-5 days before the system updates with billing information, and as you can imagine, this is frustrating. If you could explain to me as to why you need to wait for the system to update, I would really appreciate this.
Thank you for your continued help in this matter.
- Jessica
Later that same day, I received the below response from Melissa:
Dear Jessica,
Thank you for your reply.
I sincerely apologize for the delay in resolving this issue.
I am waiting for the billing information of your shipment to be keyed in our system. Without this information being in our system, I am not able to request a refund of the charges as the charges are not available.
If we may assist you in the future, please don't hesitate to contact us.
Melissa L
UPS
Customer Service
To which I replied:
Good Morning Melissa,
Are we waiting to just submit a refund request, or will the charges be refunded once the system is updated? If you could let me know, I would appreciate it.
Thank you.
- Jessica
I did not receive any more replies from Melissa that day.
Tuesday July 12, 2011
I received the following email from Melissa, in reply to my previous response:
Dear Jessica,
Thank you for your reply.
Once the charges are in our system, I am able to submit a refund request. Until the charges are generated a refund will not be approved because the charges do not exist.
I sincerely apologize for the time taken to complete your request.
If we may assist you in the future, please don't hesitate to contact us.
Melissa L
UPS
Customer Service PCA Team
Feeling that she did not understand what I was asking, I sent her the following email:
Hello Melissa,
I understand that nothing can be done until the system is updated. What I had asked, though, was whether you were just requesting a refund once the system has been updated, or whether Penny will be issued a refund at that time.
If you could clarify this for me, I would appreciate it.
- Jessica
I then received the following reply:
Dear Jessica,
Thank you for your reply.
Once the charges are in our system, I will request the refund and our accounting department will issue a check.
If we may assist you in the future, please don't hesitate to contact us.
Melissa L
UPS
Customer Service
Satisfied for the moment, I left the emails at that, and resumed waiting for the 15th, on which was the latest date I had been told I would receive an update.
Friday July 15, 2011
I received the following email from Melissa:
Dear Jessica,
The billing information has not been uploaded to our system. I will continue to monitor our billing system and send you an update by 4:00 PM on 07/22/11.
I apologize for the delay in completing this refund and any inconvenience caused.
If we may assist you in the future, please don't hesitate to contact us.
Melissa L
UPS
Customer Service
I replied to her email, asking if a delay this long was normal, and pointing out that it had been a month since we shipped the envelope. I did not receive any reply the rest of that day.
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