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Well the saga continues...
Today I received a call at 10:30am from Sarah advising me that Jetstar would not be reimbursing me for the costs incurred as a result of their decision to change flight schedules. At that point I requested to speak to Julia, Project Manager. She too spoke offensively and offered no solution to my situation, she also said that there was no way anybody who could actually deal with my complaint could speak to me. I advised her to instruct your complaints department to call me at 3:00pm, to which she said she would request they do so. At this point the call was terminated. As I was receiving the call from my vehicle car phone, the call doesn’t disconnect until the other party hangs up the phone. Julia did not do this, and I was then able to hear the conversation between her and Sarah. It is this conversation that shocked me beyond belief. I was so distressed by the conversation that the two were having that I recorded the remaining portion of the call.
Firstly, Julia and Sarah exchanged extremely offensive comments about me. This is probably the most insulted I’ve ever been by any company. I asked Julia during the call to investigate why Sarah had advised me the complaint was being investigated and then admitted she didn’t actually know. Julia assured me that she would look into the complaint. I overheard her saying to Sarah (quote) “he was saying you said yesterday it was being investigated and then today you said it wasn't" to which Sarah replied “Ah huh” with extreme sarcasm in her voice. The two then laughed loudly together.
At the beginning of today’s call, Sarah advised me that Julia was in a meeting and was very reluctant to put her on the phone. She told me (and Julia confirmed this) that she had to be taken out of the meeting to speak to me. However, I would then overhear the two saying (quote) “You were there when I started the phone call... so I put him on hold” which clearly shows that Julia was not in a meeting, and Sarah was straight out lying to me.
The final insult came when Julia discussed with Sarah my request that somebody in the complaints department call me that afternoon. They both laughed openly and Julia exclaimed (quote) “I’ll make sure I’m not available for him” and the pair laughed loudly. At this point they obviously realised the phone was off the hook and the call was quickly terminated.
I am still in shock that two customer service staff would discuss a customer like this, particually while the customer could hear them!!!! I really am lost for words, and equally lost for ideas on what to do
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