Feedback on customer journey for billing issues
I have feedback regarding your frankly appalling customer journey.
We are medium sized business, growing to enterprise level, with a sizeable monthly spend on Microsoft products. Within the last month, we have been unable to add licences to our 365 portal, the reason given, that MS require a credit check, despite having never missed a payment.
Firstly, the idea that you need to credit check to add £15 to our monthly subscription is ridiculous - this is a fraction of our monthly bill. – I don't understand why you don’t have allowances, e.g. state that you require a credit check, but while this is being carried out, allow us to add a further, restricted number of licences to allow us to continue to function and provide email accounts for our new recruits?
Even without having such allowances, a credit check would not be an issue if it were turned around quickly, however your finance dept apparently work to a 48 hr SLA, which they also exceeded. I was also unable to escalate or increase the priority of the issue - Upon phoning your support department, I was told I could not speak to the finance dept, as they were not customer facing. I also asked to speak to a manager, and was repeatedly told they were 'all in meetings' and unavailable. If customers are at all valued, it seems ridiculous that every available manager would be placed in a meeting, without providing cover for staff and any customer issue escalations?
I then asked for a call back by a manager to raise concerns about the customer journey Microsoft are providing – Essentially, when trying to spend MORE money with you, I was effectively being told that the person on the phone could do nothing to help me, that I was not allowed to talk to the department that COULD resolve my issue, and that I was also unable to talk to a manager or further escalation point – This was infrutiating and I implore you listen back to the phone calls at 10:23, 12:06 and 13:36 on Friday 9th June and 10:29 on 12th June (all times BST)
Ultimately, I called the support line for support, and was completely stonewalled by Microsoft. I am disgusted by the service received. This is now the third time the credit checks have been applied to our account, all three times we have tried to call Microsoft and have received similar service.
HOW IS THIS STILL HAPPENING A YEAR LATER! I hear you buddy, Almost the exact same issue here. Not sure why Microsoft even cares to have a credit check when we have had no issues paying so far, and if we ever don't pay then we face suspension, so why even bother with a credit check? On top of that, we have gotten notice that if we were to go past due for adding one user, we could have 300 other pre-paid users suspended over 15 bucks on a net30. In what industry in the history of ever could a company suspend $60,000 worth of services over being 1 day over due for $15.00?! Unbelievable.