What is the average time for open tickets?

IsE
IsE Posts: 107 ✭✭
edited January 24 in My Mobile

I opened a ticket about my mobile bills around 3 weeks ago. I would like to know if it is normal to wait this long? I was charged again today the full amount without my rewards for the 2nd or 3rd time.

Answers

  • BlueGiant_L57D2
    BlueGiant_L57D2 Posts: 1,857 ✭✭

    Hi @IsE !

    Did you contact the support team to restart them?

  • Andrei_ref_R7VK1
    Andrei_ref_R7VK1 Posts: 6,033 ✭✭
    edited January 23

    I have a ticket for more than 1 month without any moving.

    You can always try to escalate it from

    Setting -> Contact forms -> Submit a complaint

  • NAD83MTM8
    NAD83MTM8 Posts: 1,626 ✭✭

    I have one waiting since one week...

  • NAD83MTM8
    NAD83MTM8 Posts: 1,626 ✭✭

    My last one was answered in 2 days

  • Whizz
    Whizz Posts: 18,393 admin

    Hello IsE  ,

    Sorry to hear about the issue.

    I took the liberty of escalating the situation further to our higher-ups to check why it`s taking so long for your ticket to be resolved.

    We apologize for the unpleasant inconvenience that you are having.

    Regarding the average time- there is no average specific time since depending on each case each ticket can take either longer or less than the previous one and it also depends on a few specific criteria's on how quickly the ticket is resolved also.

    You can also track the ticket status via My settings - My tickets, to also have a view on its progress and you will be reached back via e-mail as soon as updates are given.

    Thank you for your understanding.
    Have a good one,
    -Raul, Community Moderator

This discussion has been closed.