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Gamers Bombard Visa & MasterCard With Emails and Calls Over Steam and itch.io Censorship (programming.dev)
submitted 4 days ago* (last edited 4 days ago) by Pro@programming.dev to c/Technology@programming.dev
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[–] Kissaki@programming.dev 7 points 4 days ago

Holy mother of varying font size, narrow width, image text

Here's the text (including numerous paragraphs, so I'll put it in an expand, respectful to other comments):

Text from images

Currently on the phone with Visa

Instead of starting with a complaint, I approached this as a Confused American Consumer who doesn't understand why they can't buy things off a website they use

The call center rep immediately asked if it was about Steam/itch

I said yes and asked for information, saying I don't understand what's happening, just trying to understand.

Something about Australia? Why is Australia impacting me in the US?

They said to email complaints to an email address

I don't have a complaint though! I don't even know what I'm complaining out.

Email offered again.

I repeated myself. Slower.

Email again.

After a few rounds of this I asked for a manager. I'm now on hold.

My demeanor has been polite but confused. Talking slower than usual, to eat up time.

I've worked call centers before, and I'm not here to lash out at the rep.

I'm playing the part of Polite But Annoying Customer.

I'm causing friction but not giving them any reason to dismiss me.

They just offered me a callback from the supervisor but I said I'd stay on hold

Got a supervisor

Wasted time with greetings / asking how their day is etc

Repeated everything I had told the rep

Said I don't want to waste anyone's time emailing a complaint if I don't know what the complaint is about

Supervisor finally said they've been instructed to only hand out the email and give no further information

They can't tell me anything else on the phone

I say hey, no problem, I know this isn't your fault

I ask to file an internal ticket

Supervisor said all calls are logged with case numbers

I ask for the case number

I now have something I can call back about and waste more time

(since I don't know how email works and I need people to explain things to me slowly on the phone)

Total call length: 25 minutes

I think anyone who has done customer service before wants to be as efficient as possible when calling.

But here, you need to play the part of someone who is incapable of doing any self-service while also embodying the kind neighbor who eats up 15 minutes of your life whenever you pass their porch.