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Support Request Number:12345
Your details
Country or regionUnited Kingdom
Preferred languageEnglish
On which device are you running this application?Skype for Windows
Your first nameA
Your last nameB
Your email addressAB@Email.com
Your Skype name(s)AB
26-01.2014
info: at 16:35:13
You are now chatting with 'D A'.
D A: at 16:35:32
Hello! My name is D. Welcome to Skype Live Support! How can I help you today?
You: at 16:38:45
I have a problem. I bought some credit last week, to make phone calls to X. the first time I used it, my call was cut off after 3 minutes. When I tried to call again, I got a message saying my account was blocked. I reported it, & got a reply saying my account couldn't be unblocked. Since then, I've managed to get it unblocked, but I've been told that if I call the same number, it will automatically be blocked again
You: at 16:40:12
The reason I bought the credit was mostly to call that number.
You: at 16:40:55
It's an ordinary private phone line, belonging to one of my family.
You: at 16:41:13
D - are still there?
D A: at 16:41:14
I am sorry you are having issues regarding your account. You have come to the right place, let us see what our options are to resolve this issue.
D A: at 16:41:21
Before we proceed to your concern, may I know your first name so I can address you properly?
You: at 16:41:32
AB
D A: at 16:42:09
Thank you, AB.
You: at 16:42:35
For me, the options are simple. Either fix the problem (i.e. permanently unblock the number) or give me my money back. At the moment, I'm not getting the service I paid for.
D A: at 16:42:36
May I also have the Skype name of the account that you are referring to, please?
You: at 16:42:48
AB
D A: at 16:43:07
Thank you.
You: at 16:44:21
I was told it was blocked because of unusual activity, i.e. lots of calls. I called it a lot, but only because I couldn't get through, & I couldn't get through because it was blocked.
D A: at 16:44:45
As I can see here on my end, your account "AB" is good and working fine.
You: at 16:45:36
It's working fine as long as I don't call my family in X. When I do, the call is cut off & my account is suspended.
D A: at 16:46:04
I see.
D A: at 16:46:36
The reason why you cannot call the number in X is because the number that you are calling to is forbidden.
You: at 16:47:22
That's what I want fixed. There's no reason to forbid it. It's an ordinary number, belonging to one of my relatives.
D A: at 16:48:04
I understand how you feel right now, and would like to help you in the best way I can.
You: at 16:48:30
Fine. Then can you unblock that number?
You: at 16:49:03
The owner of that phone line hasn't received any strange calls, & certainly hasn't made any.
D A: at 16:49:31
I really apologize but I cannot do that since I do not have the option to do so. I hope you would understand.
You: at 16:49:53
Then who can unblock it?
D A: at 16:50:30
All of us here on Skype do not have the option to unblock the number since we do not have the option to do so.
D A: at 16:50:58
You can still call that number. However, you can call it without using Skype.
You: at 16:51:12
If nobody can unblock it, I want my money back. If I don't get it back, I will go to my credit card company, & tell them that Skype is refusing to provide the service that I have paid for, & get them to refund the money & claim it frm you
D A: at 16:51:27
I really apologize for the inconvenience that this has caused you, AB.
You: at 16:51:39
I have paid to call that number via Skype. If you won't let me call it, give me my money back
D A: at 16:52:04
I know how important it is to contact your family. However, since the number was already blocked, we cannot do anything about it.
You: at 16:52:09
Skype has blocked the number, so Skype must be able to unblock it.
You: at 16:52:31
The number is not blocked by anyone else.
You: at 16:53:25
Why has Skype blocked it?
You: at 16:55:08
Still, there, D?
D A: at 16:55:28
I really apologize for the inconvenience, AB. I have already talked to my Supervisor and explain your concern.
D A: at 16:55:44
What I am going to do is to refund the credit that you have purchased.
D A: at 16:56:54
Since you are our valued customer, we can process a refund for this. However, I just want to inform you that this is only a one time courtesy.
D A: at 16:57:13
With regard to the number, I really apologize but we cannot do anything about it.
You: at 16:57:42
Thank you.
D A: at 16:57:58
It is my pleasure.
D A: at 16:58:13
Again, we do apologize for the inconvenience, AB.
D A: at 16:59:44
Please be advised that it will take 5-7 business days to reflect on your bank.
You: at 16:59:56
i am still vey unhappy about the service. Any service that can't unblock a number has serious technical faults.
D A: at 17:00:13
You will also receive a confirmation email about this process.
D A: at 17:00:45
I do understand how you feel, AB. However, this is the only thing that I can do for you.
D A: at 17:00:53
I hope you would understand.
You: at 17:01:52
The responses I've had have been unsatisfactory. the first response was to dismiss the problem without making any attempt to solve it. The second response was to tell me not to use the service, I have spent a lot of time trying to resolve this. If it was not possible, I should have been offered a refund immediately.
D A: at 17:02:19
I already processed your refund request, AB.
You: at 17:02:43
Thank you. When should I get the e-mail?
D A: at 17:02:59
Do not worry because all of your feedback will be forwarded to our Management so that they can take necessary action about this issue.
D A: at 17:03:25
You will receive the email within this day since I have already processed the refund, AB.
D A: at 17:03:42
Do you have any other concern aside from this?
D A: at 17:06:32
I have not heard from you for the last two minutes. Do you still wish to continue chatting?
You: at 17:06:52
Only that the system should be fixed. I am unhappy that I have had to go through this process, & now have to find another way of calling
D A: at 17:07:41
I do understand that, AB. And we really apologize for all the inconvenience.