He told me that the policy had changed, and I asked when, assuming it was at the new year. Much to my surprise he told me that the policy was changed several weeks ago, and that he was notified of the change by e-mail. I asked him how this could be, since I have complained more recently than this e-mail had supposedly gone out and yet no one had told me about it.
At this point he refused to answer any more of my questions, refused to find the e-mail he referenced, and told me he didn’t want to say anything more until he had a chance to speak with his supervisor. I told him I would wait, but conveniently his supervisor was in a meeting. The supervisor was supposed to be finished within 10 or so minutes and Rob promised me that I would receive a call back at that time. Now, more than 24 hours later, I am still waiting for that call.
Please tell me who was lying to me. Was it Rob, employee number 68866, or was it the other customer service representatives I have dealt with in the past? Is there such a policy that in order to receive an answer in writing that I must submit a complaint in writing, and does that explain why I have yet to receive one? If there is such a policy I believe it to be an asinine one, but I will comply if it means I will get the answers I am looking for.
Please let me know to whom I should address the letters to and what address they should be sent to. Also, in this case, please let me know why you then waste the money on a service by which frustrated commuters such as myself can call to complain, and why you have a website in which we can submit complaints as well. If there is no such policy, and Rob, employee number 68866 was lying to me, please inform me of the disciplinary action you will be taking against him.
Thank you very much.