Global Card Calling Issues the last few days

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Global Card Calling Issues the last few days

Postby thingzero » Sun Sep 06, 2020 3:54 am

I have been a StraightTalk customer for a few years now, I never had serious issues with the global card calling service until the last few days. I've literally tried calling the last 2 hrs and all I get is a busy signal, no matter what country I dial. It started on Thursday, tried calling around 7pm PST, busy signal, tried 11pm PST, busy signal, tried 1am PST, busy signal. I've literally called 248 times once, 145 times another, & the last time which is today from 11:40pm PST to 12:50pm PST and I'm still getting a busy signal.

Like I mentioned above, usually I'll get a busy signal and I'll call back and I usually get through, but this is just ridiculous. I have even deleted the app on my IOS phone, reinstalled the app and restarted the phone, tried both on/off WIFI calling, still the same issue. What the hell is going on???
thingzero
 
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Re: Global Card Calling Issues the last few days

Postby ST - Mark » Sun Sep 06, 2020 2:36 pm

Hi thingzero. My name is Straight Talk Mark. We're sorry to hear that you are having an issue when making an international call. Let us help you in resolving your ongoing issue. Please check your Forum inbox for a message. Click on "New Messages" beside User Control Panel to view your forum inbox. You may also text the key word HELP to 611611 to view our self-service menu with a list of help key words with valuable information. Thanks.
ST - Mark
 
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Re: Global Card Calling Issues the last few days

Postby thingzero » Mon Sep 07, 2020 1:36 am

Thank you for your quick reply,
I've since spoken to 4 customer representatives, each time repeating over and over again what my issue is, each time I'm given the round around that they didn't have the "tools" to help me to resolve my problem. I'm done for the day, I've spent over 3hrs on the phone today's and I'm back at square one & losing my patience as I had to tell the same story over and over again. Not only that, 3 of the 4 customer representatives have given me the same answers when I've specifically told them that I know what you're going to tell me, so please lets not waste each others time and really get down to resolving the issues, rather than passing me on to someone else to tell me the same answers that resolves nothing in the 1st place.

I've been patient, articulate with my issues, and most of all courteous, but after the 4th "senior" representative tried to help, I just sat and waited, just so he can tell me to call back if it doesn't work, which I told him that it wouldn't because I've tried it with previous case handlers.

Wasted my afternoon, nowhere near a solution, I'm just livid...
thingzero
 
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Re: Global Card Calling Issues the last few days

Postby thingzero » Mon Sep 07, 2020 2:07 am

Uploaded is the screenshot of my Global Calling Card with $18.52 balance that shows up on the IOS StraightTalk International Dialer that is meant to be concurrently with the Global Calling Card that StraightTalk offers. I’ve used this app for the last 5 years with no issues. With the 1st two customer representatives, they kept telling me that I don’t have an international calling plan with them, which I know I don’t & have reiterated it to them even before they told me that. I even spoke slowly & articulated my words so that they could clearly hear what I’m saying, but clearly they weren’t listening. I repeat, I use the Global Calling Card, instead of an international calling plan included in my current service. They kept on telling me that they don’t see that I have any Global calling card balance when I can see it in my online account, and even state the dates I had my Global Calling Card refilled (Latest refill on 1st Aug 2020, prior to that on 28th Mar 2020). I even told them if I didn’t have a balance, then how come I’ve been calling over the past months with no issues, only to have it not work starting this past Thursday. So I’ve included a screenshot showing the balance I have. I’m pretty sure they upgraded or updated something on their end that totally screwed up some customer’s account like mine.
Attachments
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Last edited by thingzero on Mon Sep 07, 2020 5:40 pm, edited 1 time in total.
thingzero
 
Posts: 6
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Re: Global Card Calling Issues the last few days

Postby ST - Mark » Mon Sep 07, 2020 9:53 am

Hi thingzero. My name is Straight Talk Mark. We understand where you are coming from and we do not mean to make you feel this way. Our sincere apologies for the bad experience that you have gone through with our company. Feedback from our customers is very important to us. Please give us another chance to check your account so we can make a thorough investigation and provide the best possible solution to you ongoing issue. We will contact you directly with a private message and you will receive confirmation of this at the email address you provided when you signed up for this forum. You may also text the key word HELP to 611611 to view our self-service menu with a list of help key words with valuable information. Thank you for your patience.
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Re: Global Card Calling Issues the last few days

Postby thingzero » Mon Sep 07, 2020 5:56 pm

Hey Mark,
Thank you for your prompt reply and apologies, I'd just like to let you know that I'm out with my family today, its nice out and I don't want to waste another afternoon dealing with this for hours. I'll probably give them a call tomorrow. Hopefully I'll be well enough to deal with being passed like a hot potato again. I have TBI (Traumatic Brain Injury), and I only can focus to many hours a day before my conversations don't make sense & my brain shuts down. I'm still recuperating from yesterday's experience.

Another thing to add, I even told the customer representative that I can upload a picture for them to see my account straight from the app I use to call internationally using the GCC, Global Calling Card. She said she don't have the tools to do that, I offered to put it on DropBox, or any image processing website, and again refused. I then even offered to give them access to my online account, which I could change the password for them to see what I'm looking, they refused again. Time and time, rejecting what I experience and see in front of my face, to tell me that it looks fine on their end, while not listening or looking to see what the client actually is experiencing. I used to work in tech before my TBI and I know that I'm talking about, I even requested level 2 support on my second call and they blew me off until the 4th person I spoke to actually knew what I was talking about. Regardless, I'm still where I began last Thursday, a busy signal, and nowhere close to a solution.

My 2 cents.
thingzero
 
Posts: 6
Joined: Sun Sep 06, 2020 3:46 am

Re: Global Card Calling Issues the last few days

Postby thingzero » Thu Sep 10, 2020 2:48 pm

Hi Mark, Where are the posts I made 2 days ago? I edited one because it had a spelling issue, which included a screenshot of my credit on my Global Calling Card. I also updated with a following post after, that is missing too, in all my posts I have not breached any forums rules or be disparaging nor vulgar with my language to anyone. I'd like those posts to be up, so that when I call customer service again, I can refer them to this forum post for them to see for their own eyes. I haven't been feeling well the last few days because of the smoke due to the fires here in California, and I'd like to go back down the road to fix what's broken with regards to my account, even if I have to speak to another 4 or more customer representatives to resolve my issue.
Look, If I could afford the top of the line mobile service, I would have already. I'm disabled with TBI (Traumatic Brain Injury), coupled with the pandemic I'm living off $20 a week after all bills are paid, on top of having a child in college. So please help, if not, I'll bring my business elsewhere, thank you very much and have a great week ahead.

Stay Safe, Stay Healthy, Stay Strong...
thingzero
 
Posts: 6
Joined: Sun Sep 06, 2020 3:46 am

Re: Global Card Calling Issues the last few days

Postby ST - Mark » Fri Sep 11, 2020 8:57 am

Hi thingzero. My name is Straight Talk Mark. We do not want our customers to encounter issues about the service we offer. Our goal is to provide a consistently reliable service, and an exemplary level of customer service. Based on the events you describe, we did not meet this goal. Please accept our deepest apology for the inconvenience we have caused you especially with your current health issue. Give us another chance to check your account. To further assist you, please check your forum inbox for a message. Click on "New Messages" beside User Control Panel to view your forum inbox. You may also text the key word SUPPORT to 611611. Thank you for your patience.
ST - Mark
 
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Joined: Thu Jun 14, 2012 11:46 am

Re: Global Card Calling Issues the last few days

Postby thingzero » Mon Sep 14, 2020 7:22 pm

Hi Mark,
I'm absolutely done with StraightTalk, again, I reiterated that I DO NOT have an international calling plan and I use the Global Calling Card to make all my international calls the last 4+ years. The customer representative told me to wait to pull up my account, and then proceed to tell me that I do not have an international calling plan, which I told her 1 minute ago. I told her again that I use a Global Calling Card, she continued to tell me that they do not have that service, then I asked her why I have been able to call international using the Global Calling Card that is available on their website. She said StraightTalk does not have that service at all, so if I want to make international calls, I'd have to have an international plan. This is absolutely ridiculous, absolutely incredulous that not only they didn't have my issue on file, they continued to tell me something I already knew, and to have the audacity to tell me that they don't offer the Global Calling Card that I have been using for years. Instead of looking into the issue, she kept on telling me that she can't help me because they don't offer the product, which is STILL ON STRAIGHTTALK'S website!

After 5 years of being a customer, I'm totally done, it is not acceptable, you can keep my credit, keep whatever you want. To take advantage of the disabled and poor, casting me aside like I don't know what I'm talking about is just unacceptable. I will make sure this is heard loud and wide, how after over a week of being patient, courteous and the process of getting technical support, I'm still right where I started, nowhere. I'm already struggling through this entire year, and now I have to deal with this, beyond defeated, extremely depressed.

Thanks for your concern Mark, but these people at StraightTalk customer service are the worst I've ever come across, but I'm done, taking my business elsewhere. I hope you post this to all to see, and not just cast it aside because its been a negative experience. Thanks again.

Stay Safe, Stay Healthy, Stay Strong...

Thingzero
thingzero
 
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