ComplaintGuard

Why this complaint escalated — and the earliest point it could have been stopped

Pick a case

Each case is a customer who contacted a telco more than once. The system reads the calls, tracks what was asked for and what was promised, and reconstructs how it ended up escalating.

demo-001 escalated unauthorised add-on callback never made 3 contacts
Customer asks to cancel an add-on they did not authorise, and to be refunded two months of charges.
demo-002 resolved billing dispute 1 contact
Customer is very angry about a double charge. Agent identifies the duplicate, reverses it during the call, and gives a reference number.
demo-003 escalated billing dispute contradictory answers 3 contacts
Customer asks whether the early termination charge applies. Agent checks and says clearly that it is waived.
demo-004 escalated service quality nobody assigned 3 contacts
Customer reports nightly dropouts on the home connection. Agent adds a note to the account and promises a callback within 48 hours. No fault ticket is raised.
demo-005 resolved plan change 2 contacts
Customer asks to move to a cheaper plan. Agent submits the change and promises written confirmation within two business days.
demo-006 resolved service quality 2 contacts
Customer can't get mobile data working after changing handsets. Agent walks them through the APN settings and it works before the call ends.
demo-007 escalated refund insufficient authority 2 contacts
Customer disputes $410 of excess data charges after a plan change went through late. Agent agrees it looks wrong but the amount exceeds what they can approve.
demo-008 escalated plan change need misread 2 contacts
Customer asks to cancel the tablet data plan. Agent cancels the mobile service instead.
demo-009 escalated service quality repeated transfers 2 contacts
Reports the landline has no dial tone. Transferred to faults, then to provisioning, then the call drops.
demo-010 escalated billing dispute policy gap 2 contacts
Caller is settling their late mother's affairs and asks to close the account and stop billing. No process exists on the agent's screen.
demo-011 resolved conduct 1 contact
Customer lodges a complaint about being spoken to rudely. Agent takes it, apologises, credits a month, and commits to written confirmation within two days.
demo-012 resolved plan change 1 contact
Customer is shopping around and says so. Agent matches the competing offer on the call; customer stays.