UPS - A Battle of Epic Proportions – Week Eight

Monday August 8, 2011

Returning from two weeks of vacation, I found this email from Norah waiting for me (dated July 25):

Dear Jessica,

Thank you for your follow up inquiry.

All documentation has been printed and the proper signatures have been obtained. The refund request may take approximately 1-2 weeks for finalization.

If we may assist you in the future, please don't hesitate to contact us.

Norah M
UPS
Customer Service Team

I responded with the following:

Good afternoon Norah,

I have just returned to the office after being off for two weeks. Is there any update on the status of this issue?

Also, I would like to clarify something: Is it just a refund request you have submitted, or can I expect a refund to be issued? If you could like me know I would appreciate it.

Thank you.

- Jessica

I heard nothing else the rest of the day.

Tuesday August 9, 2011

I came into the office to the following email from Norah:

Dear Jessica,

Thank you for your follow up inquiry.

I have submitted the refund request and all information has been forwarded to our Finance and Accounting Department for further processing. Unfortunately, this request may require 2-3 weeks for finalization.

I apologize for the delay and for the inconvenience this has caused you.

If we may assist you in the future, please don't hesitate to contact us.

Norah M
UPS
Customer Service Team

I replied with the following email:

Good morning Norah,

Please let me clarify my question, as it may not have been clear:

When this is finalized, will Penny be issued a refund? Or is this just a request for a refund?

Also, in a previous email, you said it would take 1-2 weeks, and now it is going to be 2-3.

If you could clarify these two things, I would appreciate it. As you can imagine, this whole process has been very inconvenient and frustrating.

Thank you.

- Jessica

Norah promptly answered:

Dear Jessica,

Thank you for your follow up.

Once the refund has been approved, a cheque will be issued in the name of Penny Lemay, in the amount of $31.69. Please note, that refund request are forwarded to our Accounting Department every Friday for processing and require several weeks for finalization.

If we may assist you in the future, please don't hesitate to contact us.

Norah M
UPS
Customer Service Team

I replied as follows:

Good afternoon Norah,

Thank you very much for the clarification. When was everything submitted to the accounting department?

Again, I appreciate your help.

- Jessica

I heard nothing else the rest of the day.

Wednesday August 10, 2011

Part way through the day, I received the following email:

Dear Jessica,

Thank you for your follow up.

All documentation was sent to our Finance and Accounting Department on 07/29/11.

If we may assist you in the future, please don't hesitate to contact us.

Norah M
UPS
Customer Service Team

I left the email at that for the time being.

Tuesday August 16, 2011

I emailed Norah, requesting an update on the status of the refund. It had been over two weeks since the request was submitted.

I heard nothing back before the end of the day.

Thursday August 18, 2011

Since I had not received any reply since Tuesday, I sent another email once again asking for an update on the status of the refund.

I heard nothing before the end of the day.

Friday August 19, 2011

I came into the office to find the following email:

Dear Jessica,

Thank you for your follow up inquiry and patience.

I have forwarded a message to our Finance and Accounting Department for further assistance. You can expect a call today 08/19/11 by 3:30 PM.

If we may assist you in the future, please don't hesitate to contact us.

Norah M
UPS
Customer Service Team

I replied with an email thanking her and telling her I would look forward to the call.

I did not receive a call before 3:30, so at 3:45, I sent Norah an email letting her know and asking her if someone could please call me before 5:00, as that was the time I was done for the weekend.

I did not receive a call before the weekend.

Continue to Week Nine.