Submitted for your reading pleasure...this is a real life conversation a friend of mine had with her cell service provider as we traveled down the road. Certain information has been altered...because you don't have to know EVERYTHING to enjoy a good story.
Josette = my friend
Err'Day Cellular = her service provider
(We took her car on our adventure, but I drove since she had tasks to complete...one of them being activating her hotspot which she was understood to require calling in and requesting activation.)
Err'Day Cellular: "Thank you for calling Err'Day Cellular. All calls are monitored and recorded for training and quality assurance. Please speak your responses or use your key pad to enter the appropriate response. Would you like to continue?"
Josette to me: "Continue? I didn't realize we had started!"
Err'Day Cellular: "I'm sorry. I didn't quite get your response. Would you like to continue?"
Josette: "Yes."
Err'Day Cellular: "Great! I see the number you are calling from is 123-4567...is that correct?"
Josette: "Yes."
Err'Day Cellular: "I'm sorry. I didn't quite get your response. Would you repeat that?"
Josette: "Yes."
Err'Day Cellular: "Great! Please say your four digit account pin or use your key pad to enter it."
Josette: "0000."
Err'Day Cellular: "Great! I see you have a SIM card that needs to be activated. Would you like to do that now?"
At this juncture, Josette hangs up. She has no clue about the new SIM card. We are puzzled as to the automated system moving right to that option instead of listing a menu of choices. She calls back, provides authentication, gets to the prompt about the activating the new SIM card and very clearly...in the King's English...declines activation.
Err'Day Cellular: "One moment please while I complete the activation process. Your SIM card has now been activated!"
Josette hangs up for the second time. I heard her CLEARLY decline the activation. Without hesitation or equivocation. We are both confused. She calls her provider for the third time.
Err'Day Cellular: "I see that the number you are calling from has recently activated a new SIM card. Do you need help setting up your phone?"
Josette: "Yes."
Err'Day Cellular: "One moment while I transfer you to a customer support associate."
Andrea: "Thank you for calling Err'Day Cellular. My name is Andrea. May I ask your name and account passcode?"
Josette: "This is Josette Fluvenhuven. My passcode is 0000."
Andrea: "Thank you, Josette. How can I help you?"
Josette explains to Andrea that the original call was made for the purpose of accessing her hotspot...that she had no knowledge of the new SIM card that was activated against her instructions. Andrea starts digging around in the account...finds the date that the new card was ordered and the tracking information which lists tomorrow as the delivery date. She is also able to see the transcript of the call and that indeed, the activation had been declined.
Andrea: "I am so sorry for this trouble. Let me get a manager to look at our options."
Andrea: "Josette? Thank you for holding. In order to deactivate the new SIM card, you will have to reactivate the old one. When the new one arrives, you can call to have that deactivated. Would you like us to do that?"
Josette: "Yes? I didn't want it turned on to begin with."
Andrea apologizes and puts Josette on a brief hold while the manager activates the old SIM card.
Me: "Josette? This would be like me walking into the kitchen and turning on the light. Then I walk to the living room to turn on that light before I walk back to the kitchen to turn that light off!"
Both of us fall apart snickering and teehee-ing. Andrea comes back on the line to tell Josette that the reactivation of the old SIM card has been completed and then asks her if there was anything else she needed. Josette asks about the hotspot.
Andrea: "Oh, no, ma'am. The only time you have to make a special request for access is if you are over your shared data limit and you are not."
Josette ends the call and thanks Andrea for her time and assistance.
Josette: "Next time, I'm just going to break the rules."
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