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Thursday, March 30, 2006
how Client Care Relations works from the inside
I received this email yesterday from someone identifying himself or herself as an ex-CCR Employee. The portrait of Client Care Relations the anonymous emailer provides more or less accords with the one I've put together in working with them. What particularly galls me is the way Washington Mutual appears from its letter to cooperate with outfits like this.
In his letter, Andrew Samuel of Washington Mutual states, "The Forgery Department is very familiar with the different telemarketing companies, and knows which ones provide a recording of the verbal authorization." As the ex-CCR employee here notes, "This is not to say that people were not mislead off of the recordings... These recordings are played to the bank representatives if they call to inquire. They hear the customer’s authorization and some will not reverse transaction even if it is within 60 days.":
Google Maps: Strategic Commercial Solutions Headquarters
(As far as I can tell, not an empty lot.)
In his letter, Andrew Samuel of Washington Mutual states, "The Forgery Department is very familiar with the different telemarketing companies, and knows which ones provide a recording of the verbal authorization." As the ex-CCR employee here notes, "This is not to say that people were not mislead off of the recordings... These recordings are played to the bank representatives if they call to inquire. They hear the customer’s authorization and some will not reverse transaction even if it is within 60 days.":
I saw your blog on Client Care Relations. Regrettably, I was once employed there.
Client Care Relations claimes to provide customer service for a variety of other telemarketing firms. From what I remember they were in the business of processing customer complaints and returns for 5 or 6 different companies at a given time. Usually credit card rehabilitation, prescription drugs, and ironically anti telemarketing services.
I can confirm all sales calls were recorded and the recordings were verified by Client Care Relations quality control before any payments were processed. The sales on the recording were authentic, if a client was mislead on tape, the sale was cancelled and never processed. This is not to say that people were not mislead off of the recordings. The telemarketing industry is a dying breed, but there are still smooth sales people and unsuspecting gullible folks.
As far as things went in the office.. A client would usually call complaining either:
1- That they never ordered this (Or once the received it they were so furious or embarrassed to see what they were duped into)
2- That they never got it (Shipping was delayed all the time)
3- Sometimes people were double or triple charged.. We advised them it was a processing error..These were the priority refunds, but still took about 10 business days or more.
Customers had to return the merchandise in order to obtain a refund. It would usually take over 60 days for the client to call, then receive the merchandise and return it to a NY post office box, Someone would then have to drive to that po box and bring the merchandise back and then it had to be entered into the system. Depending on the severity of clients calls or threats.. Refunds were submitted accordingly.
Most clients had their refunds delayed until they made huge stinks with the BBB or Attorney General or the police. Some people who were promised refunds were delayed until the company disconnected the phone line and changed it to a new number. Eventually it was apparent that some people would not be refunded and we were advised to tell clients that Client care relations service contract for that particular telemarketing company had expired and to try to file chargeback’s R-10’s with their bank.
Unfortunately the time it takes to get to that point has usually exceeded 60 days and the customers can no longer file chargeback’s with their bank. In most cases the clients have agreed on tape to purchase the item on a given date for a given price. Some recordings even told customers that the product or service was not refundable. These recordings are played to the bank representatives if they call to inquire. They hear the customer’s authorization and some will not reverse transaction even if it is within 60 days.
I know that some people were indeed refunded but they left a lot of people hanging.. They would never provide the contact information for the actual telemarketing offices which leads me to believe the two are probably intertwined.
A lot of customers would just give up after getting the run around. As a result, people learn the expensive lesson not to buy ANYTHING over the phone.
They get away with it through legal technicalities and it is not right.
In an attempt to absolve myself of the some of the guilt I carry from having been employed there; I would like to offer you their actual business information in the hopes I can maybe help some people get their money back.
Strategic Commercial Solutions
83, Avenue Ashgrove,
Pointe-Claire, QC H9R 3N5
Tel. : 514-695-5311
Both Suite 201 and 202 if I remember correctly.
Please email me if you have anymore questions.
Understandably, I would like to remain anonymous.
Take care.
Client Care Relations claimes to provide customer service for a variety of other telemarketing firms. From what I remember they were in the business of processing customer complaints and returns for 5 or 6 different companies at a given time. Usually credit card rehabilitation, prescription drugs, and ironically anti telemarketing services.
I can confirm all sales calls were recorded and the recordings were verified by Client Care Relations quality control before any payments were processed. The sales on the recording were authentic, if a client was mislead on tape, the sale was cancelled and never processed. This is not to say that people were not mislead off of the recordings. The telemarketing industry is a dying breed, but there are still smooth sales people and unsuspecting gullible folks.
As far as things went in the office.. A client would usually call complaining either:
1- That they never ordered this (Or once the received it they were so furious or embarrassed to see what they were duped into)
2- That they never got it (Shipping was delayed all the time)
3- Sometimes people were double or triple charged.. We advised them it was a processing error..These were the priority refunds, but still took about 10 business days or more.
Customers had to return the merchandise in order to obtain a refund. It would usually take over 60 days for the client to call, then receive the merchandise and return it to a NY post office box, Someone would then have to drive to that po box and bring the merchandise back and then it had to be entered into the system. Depending on the severity of clients calls or threats.. Refunds were submitted accordingly.
Most clients had their refunds delayed until they made huge stinks with the BBB or Attorney General or the police. Some people who were promised refunds were delayed until the company disconnected the phone line and changed it to a new number. Eventually it was apparent that some people would not be refunded and we were advised to tell clients that Client care relations service contract for that particular telemarketing company had expired and to try to file chargeback’s R-10’s with their bank.
Unfortunately the time it takes to get to that point has usually exceeded 60 days and the customers can no longer file chargeback’s with their bank. In most cases the clients have agreed on tape to purchase the item on a given date for a given price. Some recordings even told customers that the product or service was not refundable. These recordings are played to the bank representatives if they call to inquire. They hear the customer’s authorization and some will not reverse transaction even if it is within 60 days.
I know that some people were indeed refunded but they left a lot of people hanging.. They would never provide the contact information for the actual telemarketing offices which leads me to believe the two are probably intertwined.
A lot of customers would just give up after getting the run around. As a result, people learn the expensive lesson not to buy ANYTHING over the phone.
They get away with it through legal technicalities and it is not right.
In an attempt to absolve myself of the some of the guilt I carry from having been employed there; I would like to offer you their actual business information in the hopes I can maybe help some people get their money back.
Strategic Commercial Solutions
83, Avenue Ashgrove,
Pointe-Claire, QC H9R 3N5
Tel. : 514-695-5311
Both Suite 201 and 202 if I remember correctly.
Please email me if you have anymore questions.
Understandably, I would like to remain anonymous.
Take care.
Google Maps: Strategic Commercial Solutions Headquarters
(As far as I can tell, not an empty lot.)
comments:
NOM: SOLUTIONS DE STRATÉGIE COMMERCIALE (SSC) INC.
HABOUSH, NEIL ADMINISTRATEUR PRÉSIDENT
1260, BÉLANGER EST, BUREAU 200 H2S 1H9
MONTRÉAL (QUÉBEC)
SOLUTIONS DE STRATÉGIE 2001-06-29 EN VIGUEUR
COMMERCIALE (SSC) INC.
STRATEGIC COMMERCIAL
SOLUTIONS (SSC) INC.
With that you have the name of the president and administrator of the
company.... Feel free to ......... do whatever needs to be done.
Oh.... and this might be even more helpful to you:
Haboush, Neil
34 Av Chartier
Saint-Sauveur, QC J0R 1R0
(450) 227-1013