I thought that was the number I called.

About half the of the phone calls I receive I can't even do anything to help, because they need a different department. So, you think, no big deal, just transfer them up right? NO! We are not allowed to transfer calls between departments. Yep, it's that crazy. Oh, and if you do try to transfer a call to this one department, they will chew you out and say "No, they have to hang up and dial the 800 number."

Sooo many times, I've had to tell this to customers and soooo many times they say something like "Well I tried that number but it's only an automated system. I can't get ahold of anybody to talk to and I've pressed every option." How frustrating! I have a "special" number that will transfer them right into the queue; they get the next call center rep available, but I can't even use it.

The way the 800 number for this other department works is first some computer recorded guy talks to you for about 5 minutes, then he starts to list the options (in legthy detail), but any one of the options sounds like it could be the right choice. After he reads options 1-4, he talks for about another minute, then finally, he says, if you would like to talk to a representative, press 5. Not 0... 5! What the hell is that!?!?

Of course, it's still not excusable when I tell the customer to hang up and redial the other number and they say to me... "I thought that was the number I called, but ok, I'll try again..."