KeepCalling — Quality Issues
As a customer for the last four years, I can genuinely say I liked your service. In the past six months I have seen a drastic change in quality of customer service and call quality. I seriously do not understand why some costs have gone up 210% per minute overnight. I understand after reading the terms and conditions word for word you as a company can change prices anytime. As mentioned in your generic email templates, "in order to keep up the quality the prices need to go up." Those words are quite laughable considering the call quality has gotten much worse when in fact prices should go down and call quality should go up. I called on several occasions to address the poor quality and unsatisfactory service. I really do not care for the credit to be put back on my account for calls lasting less than a minute. If you are going to increase prices the quality should go up as well. I really do not understand why prices go up when call quality goes down. The worst part of your business model is the larger your company gets the less you care about the customers. No offense but no one cares about you having an office in Romania, Bolivia, and USA. You should be embarrassed for having three offices with substandard call quality and unhelpful customer service. I can see why the minimum purchase is 2 dollars.
I do understand the internet has been proven to entice a lot of people to commit fraud and make unauthorized charges. Because of the fact I have been a customer for four years I am still supposedly randomly selected for a security check which is extremely frustrating. Quite frankly, I am sick and tired of sending screen shots of the pending transactions posted on my accounts. The more you ask for screen shots, the more I grow a dislike and lose credibility for your company. I am starting to believe the employees responsible looking at the screen shots are unethical, unprofessional, and deceitful. Oddly enough, I have experienced unauthorized transactions on my credit statements after sending KeepCalling screen shots.
The customer service lines need to be improved. I have spoken to several customer service representatives in the last few years. I noticed I have made more calls in the last six months due to the poor quality of the call duration and connections. The customer service associates with the worst impression includes Johnny, You-ana, Susie, and Ricardo. I want to say kudos for those who did a fine job and represented the company well especially Tayo, Naydeen, Veronica, Gordon/Jorden/George (I don't know he speaks fast, the one with an American accent), Georgiana, and Miguel. I really do like the professionalism and courteous behaviors of them all.
I hate to say this KeepCalling, but you lose a dear customer. I can tell you over the years I have converted over 5000 thank you points throughout my entire business with you. Do yourselves a favor and rethink the strategy of customer relations. Rather than bettering your services you have been doing the complete opposite.
Up to you whether or not you want to take my advice. Do me a favor and do not ask for my name, the last thing I need is someone from your rude and unprofessional service people to convince me otherwise. I would not use your service even if you gave it to me free for life.