Call redirecting After Usage Cap reached

(Sorry if this is could be a repeated request, I searched the forum but did not find anything similar)

I'm posting this at the suggestion of Customer Service.  One of the great features I like with Ting is the ability to setup usage alerts and caps on voice, data or sms services.

However I've recently discovered that when you have a voice cap setup and you reach it; any calls you try to make automatically redirect you to Ting Customer Service.  This is very confusing for users in your plan when it happens.  Imagine your daughter trying to call her boyfriend three times to just get Ting support respond "How can I help you?" before realizing what's going on !! because the usage cap has kicked in.  In addition to that, the worst part I found out, is that if you decide to re-enable your family member's service at that time, then ALL the failed calls that got re-directed to Ting are automatically added to your minute usage counts for the month (What !!, yes they are!, this is unused service being counted).  The third action that is also annoying when this occurs, is that Ting customer services starts to automatically bug you with emails, even a ticket number is open, telling you that calls are being redirected to Ting, and then an automatic slurry of follow up emails begin which lasts for a few days.

I mentioned to Customer Service that this is a "security" issue (they said, no, that my account is not compromised, which I understand).  I misspoke, what I meant is that it is a *Privacy* issue.  There is no reason whatsoever why Ting customer service needs to find out if my family member is trying to call her friend, boyfriend, etc. or if I'm trying to call the president and I have reached my own usage cap!

I have worked in telecommunications industry before, and this policy just makes no sense to me; this is misconfiguration in my opinion, and I would respectfully request that you consider a case for changing this behavior.  Here are a couple of suggestions I can make:

a) The Customer should have a choice: please give customer the option to choose if calls should re-direct to Ting customer service (if you want to retain that ability for any reason) vs. re-direct to a standard "usage-cap" recorded message when voice usage cap is met.

b) If above is too much work to change, simply provide a recorded message, and inform the customer this message will play if usage cap is met. It is preferable and expected for customers to know that your call attempts will end up in a "usage cap" notification, rather than the confusing situation where a support rep picks up your private call asking you for "what is your problem?".

Also, this should free up your Customer service queue a little bit from these meaningless misdirected calls.

Thanks in advance for your consideration of this request



1 comment
  • Hey Angel, thank you for reaching out to us with the suggestion. I can definitely see how these automatically directed calls can be frustrating and even verging on intrusive when you're not expecting to speak with support. To give you an idea of why we do this it is entirely meant to shorten the process of enabling services after a cap has been met. We are always striving to keep support as personable as possible which means we are not inclined to direct folks to automated messages. We don't want you to think that we're trying to pry into your personal life, in fact, when calls are directed to us our main intention is to solve your problem immediately. In any case, I can see how this would be an inconvenience for you and your family in this particular scenario but going forward we hope that if this happens again we can convey our intention to help more clearly. In regards to the charges, if you are redirected to us once or even several times we'll always make sure to credit any additional usage that may have been incurred. I do think there is merit to having a choice here and I will be bringing this up at our next feature request meeting. Hopefully, with your suggestion, we can help users who often utilize alerts have more options.  

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