UPS - A Battle of Epic Proportions – Week Nine

Thursday August 25, 2011 (over 2 months since I initially requested a refund)

Due to a death in my family, I was away from work Mon-Wed of this week. I came back to the following email, which was sent the morning of Monday August 22^nd:

Dear Jessica,

Thank you for your question.

Our records indicate that your inquiry was forwarded to our Finance and Accounting Department for resolution on 08/19/11. Our system shows that they are currently reviewing the request. You can expect a call by the end of the business day on 08/22/11.

We hope this information is helpful.

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 explaining my absence, and asked that someone call me before the end of the day. Shortly after, I received this as a reply:

Dear Jessica,

Thank you for your question.

Our system shows that we attempted to contacted on 08/22/11 and states that you would be out of the office until Thursday. You can expect a call by the end of the business day today 08/25/11.

We hope this information is helpful.

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 Norah, and stating that I would look forward to the call.

I did not receive a call during the day.

With three minutes left of the work day, I emailed Norah to inform her that I did not receive a call. I requested that she find out why, and asked if there was a number I could contact instead of waiting around for them to call.

Friday August 26, 2011

Halfway through the morning, I received a call from UPS from a woman named “Carmen”. She said that she had received my request for a refund, and was calling for Penny’s credit card number. I explained that a credit card was not used to pay for the shipping and that it was paid by cheque. She asked if we had paid for it at a UPS store. I informed her we had scheduled a pickup, and asked why a credit card was needed. Carmen told me that the only way they could issue a refund was to put the money directly back onto a credit card. I told her that I had been lead to believe that a cheque would be issued for the refund, and that I did not have Penny’s credit card. She said she would check to see if they could issue a cheque for the refund and would call back within one hour.

Over an hour later, I got a call from UPS again, this time from a woman named “Jackelin”. She stated that she had received my request for a refund via cheque and asked if I had the cheque number from the cheque that was used to pay for the shipment. I explained to her that I had already provided all that information to Norah, and that she told me that it had been passed along to the financial department. Jackelin said she was from the financial department, but she did not have that information. I offered to email her the copy of the waybill and cheque. She gave me her email address, and I emailed both documents to her.

Shortly after sending the email, I received the following reply:

Hi Jessica,

I received your email and I'm working in this.

I need to have back of the cheque to see we already cashed it, by any chance you can provide it and could you please give a breath information what are you requesting the refund for the total amount.

Thanks & Regards,

Jackelin Castellanos

UPS ECM Group

I replied with the following email:

Hello,

I have been trying to get a refund issued now for about 2 months. I have been corresponding through email with Melissa and Norah in customer service. I informed Norah that, since the cheque was given to the UPS driver, we do not have a copy of the back of the cheque. The document I sent you is from Penny's bank, which is a statement of cheques that have been cashed. I was told by Norah that this would suffice.

As you can imagine, this situation has been fairly frustrating. In lieu of explaining to you in email why I am requesting a refund, I have attached a document that outlines the whole situation up until now. I do realize it is fairly long, but would you kindly review the document, and let me know if there is any other information I can provide you with.

I look forward to your reply.

- Jessica

I attached a copy of this document in PDF form.

Later in the afternoon, I received a call from “Sharla”. She told me that my case had been forwarded to her for resolution. She apologized profusely for the inconvenience and frustration I had encountered, and said that I should not have had to go through everything I did to get a refund. I explained to her that she is the first person to truly apologize for the issue. She informed me that a cheque would be cut by Tuesday August 30^th the latest, she would personally ship it to us, and that she would call with a tracking number when she shipped it. She also gave me her direct phone number. She apologized again, and I thanked her for her time. I also let her know I would look forward to her phone call with the tracking number.

Later that same afternoon, I updated Penny on the situation, and she informed me that she had already received a cheque, but forgot to let me know when I got back from being off due to the death in my family. There was no time left to call Sharla back, so I left it alone for the weekend.

Continue to The Conclusion.