I recently asked a ‘Live Agent’ a question on certain documents I wished to submit, in order to have my yearly ‘top-up limit’ increased. The agent subsequently said he would “…escalate this chat to a relevant team which will be better suited to assist you further. They will reach out as soon as possible…”
Seems all good and well, doesn’t it? Wrong - whilst the agent has probably ‘escalated’ the chat, a red bannered message now appears when I navigate in the app to ‘Chat’, proclaiming "Your case is being handled by a dedicated team. Please expect a reply within the next 96 hours…"
- As this chat has now been ‘escalated’, how then am I able to communicate with a ‘Live Agent’ on any other issues I may have in the meantime?
- 96hrs is a ludicrous ‘promise time’.
- For such an extended ‘promise time’, why is using hrs and not just days. The idea of using hrs is obsolete if it’s more than 24, in my opinion.
Disclaimer: I am a Premium User and yes, I’m currently traveling, hence the AT&T on the screenshot