I registered for a fpl account on 2012.09.17 @ 10pm pst. I received the confirmation email and validated my email successfully. I then logged into my account and was notified that I had to select an app. I was then presented with a 'phone number confirmation' page. The phone number was correct and I clicked the 'call me now' button. Your system showed the following notice:
"You will be called in a couple of minutes to confirm your registration and activate your freephoneline account."
So I waited, and waited and waited... Tried the 'call me now' button a few more times and figured that the system doesn't work late at night. I though maybe you've had problems with people putting their ex's number in there and 'registering' at 3am or something...
So the next day I try the 'call me now' button again, and waited and waited... After almost 12+ hours of waiting for a call, I decided to contact you via your contact page. Filled out the form with the same phone number and email as I registered with and selected 'ordering' as the topic. Waited, and waited.
So I figured I'd call the local Vancouver support number. I request a callback and a few minutes later I receive a call from Yol***. I explain my problem with not getting a callback and she asks me to wait a moment. 5+ minutes later, after speaking to her supervisor she tells me that I have to wait for the system to call me back. I explain again that that is the problem, I never get a callback. She insists that that is what I must do.
I say to Yol*** that I called from the very number that needs to be verified and she called me back on that same number. I ask her if she can manually verify my number herself, "please hold"..... 8+ minutes later, she tells me that I have to use the 'call me now' system and that she can't verify my number manually...
As you can imagine, at this point I'm wondering if I just stepped into the twilight zone or something. If the goal is to verify my phone number, and she called that number and is speaking to me, you'd think that might be enough, but no. I ask for a supervisors email and I hold for another 5+ minutes and eventually hang up because after 25+ minutes of "support" I can't take it anymore and my bill was adding up
What can I do at this point? I've tried the 'call me now' system from a friends business, but still no call. This is the most frustrating customer experience that I've had in a long time. Why is my support email not being responded to? Why can't live support just activate me based on the number that they called me on? What, pray tell, can I do???
So I'm hoping this message will make it through, but I have my doubts
I hate to have to use a public forum for such a basic request but I've tried every other option for "support" and nothing works. Had I known what I was getting into, I would have passed on the offer, but I'm all in now and I want some help, please, please?I hope I'm not the rule but the exception.
Thanks for you time and any help you can provide.
Frustrated
vantech
ps. My forum email is the same as my fpl account email.
it's always been a bit sketchy. Calling in is always a better option for initial support.
