A restaurant we go to belongs to a rewards plan where you register your credit card(s) and the plan automatically tracks spending and awards points based on spending. In the past, it has worked flawlessly with points updated and an e-mail message even before we return home from the restaurant.
Recently I registered a new card a few hrs before the restaurant visit. When we got home, no points movement or e-mail message. I contacted the rewards plan via their contact us link on the rewards site. I got autoreplies that they were behind and would fix the problem. When no progress was made, I called their tollfree number. No one answered so I left a message.
Again no progress .......not even an autoreply as far as I could tell.
I then got a brilliant idea........the tollfree number has a consumer vs business choice. I had previously chosen the consumer side and never got a person. This time I would choose the business side. I figured that they made their money from businesses so they would surely have a person to capture the prey that blundered into range...........and I was right.......a nice person apologized and promised to send the info to the relevant folks. I soon got an apologetic reply from someone who promised to fix the issue if I would send them a copy of the reeipt. Being technologically challenged, I sent all the info on the receipt (but not the receipt itself). Since then, deathly silence.
What else would you do? Normally I would escalate to a supervisor but somehow I got the idea that this is a small company w/o access to such a person.
Perhaps this is not an elephant. You would feel resistance if you pushed such an obstacle. Feels more like a ghost.......no resistance, no substance, just nothing at all.
Recently I registered a new card a few hrs before the restaurant visit. When we got home, no points movement or e-mail message. I contacted the rewards plan via their contact us link on the rewards site. I got autoreplies that they were behind and would fix the problem. When no progress was made, I called their tollfree number. No one answered so I left a message.
Again no progress .......not even an autoreply as far as I could tell.
I then got a brilliant idea........the tollfree number has a consumer vs business choice. I had previously chosen the consumer side and never got a person. This time I would choose the business side. I figured that they made their money from businesses so they would surely have a person to capture the prey that blundered into range...........and I was right.......a nice person apologized and promised to send the info to the relevant folks. I soon got an apologetic reply from someone who promised to fix the issue if I would send them a copy of the reeipt. Being technologically challenged, I sent all the info on the receipt (but not the receipt itself). Since then, deathly silence.
What else would you do? Normally I would escalate to a supervisor but somehow I got the idea that this is a small company w/o access to such a person.
Perhaps this is not an elephant. You would feel resistance if you pushed such an obstacle. Feels more like a ghost.......no resistance, no substance, just nothing at all.