I have called numerous times to speak with a new assigned case manager, but advised they were in a meeting and would call me within the hour, however they never called.
I received an email the next morning, I called again twice to speak to the case manager, first told they were unavailable, and to expect a call with in 24hrs, then called again at 4:50pm given the same excuse, that they were in a meeting and advised you would call by 5:30pm….that didn’t occur either…How many times do I have to call to have my calls returned…
Either they’re not getting my messages or intentionally avoiding me, which is not just unprofessional but also quite thoughtless and insulting.
I was not formally advised my case manager was on leave, and a new case manager had been assigned to me, so I had no idea who to contact regarding my case.
As a TPG Senior Customer Relations Case Manager, their expected to interact with customers, to assist them to provide and process information in response to the customers concerns, inquiries, and requests, my new assigned case manager has most definitely and profoundly failed in their role and conducted in an unprofessional manner.
Customer liaising should be TPG’s utmost priority, customers reassigned new case managers, should rightfully be informed who their new case manager is, and certainly should not be receiving random emails by a case manager not assigned to your case providing a finale resolution or review of a customer’s case, supposedly based on their personal analyse, which is ludicrous.
Firstly, they have to have possession of all the factual evidence, and have had a personal connection to the case, secondly, they’d have to personally liaised with the customer to hear their recollection of events to gather a fair insight of what evidently occurred.
Only then does a case manager have the right to be opinionated based on all the evidence they have reviewed to be able to personally analyse all the facts to deliberate a justifiably resolution.
Not only have I been unethically treated, but it is also morally unacceptable, the new assigned case manager, who I have never dealt with or spoken to, based his indefensible resolution on a report conveyed on unjustifiable evidence on events claimed to have occurred without substantiated grounds, and refused to return my call their new assigned customer, denying me the right to validate the events claimed to have occurred in the report.
Also, the new assigned case manager whom I remind you I have not had the opportunity to speak with has denied acknowledging and honouring an agreement made with my previous case manager.
Rather than the new case manager willing to return my call allowing me the opportunity to discuss the report with him verbally, he instead, abruptly stated repeatedly in an email not once but twice ‘If you are not satisfied with our resolution, I suggest that you escalate this case now with the Telecommunication Ombudsman’ I have never felt so offended, I analyse and resolve customer service issues on a daily basis and I have never encountered appalling customer service such as this, I can reassure you I would never allow such unprofessional conduct to occur in the companies I represent.
