Tips #2

• Don’t shoot the messenger. Taking your frustration out on the customer service representative will only hurt your chances of having your problem resolved. Some reps will go to great lengths to help a customer, but not if they are being yelled at or personally threatened. Reps do not determine company policy they simply carry it out. If you have a problem with a company’s practices, get them in writing, and take them to a lawyer or agency that can intervene on your behalf.

• Bypass the telephone altogether and send the company an email. All major providers have email forms that customers can use to ask questions or file disputes. Emails can be much more persuasive than phone calls, and, you will have a record of your complaint and the company’s response.

• Call or email a consumer advocacy group like UCAN’s Fraud Squad. The Fraud Squad helps consumers deal with unresponsive customer service representatives by conference calling the company and speaking on behalf of the customer. San Diego residents can contact the Fraud Squad by visiting ucan.org .