Missouri Public Service Commission Report to the FCC on Relay Missouri Complaints for the Period June 29, 2000 through May 31, 2001 Missouri Public Service Commission Date of Complaint: 7/5/2000 Nature of Complaint: Took too long to place third and fourth calls in a series Date Complaint Resolved: 7/5/2000 Explanation of Agent coached on importance of dialing as soon as call is set Resolution: up Date of Complaint: 8/3/2000 Nature of Complaint: Didn't keep customer informed Date Complaint Resolved: Explanation of Customer contacted, situation explained, customer satisfied Resolution: Date of Complaint: 8/4/2000 Nature of Complaint: Poor spelling, typing speed/accuracy Date Complaint Resolved: 9/20/2000 Explanation of Three attempts to contact (8/17, 8/21, 9/20) all failed (no Resolution: answer) Date of Complaint: 8/11/2000 Nature of Complaint: VCO procedures not followed Date Complaint Resolved: 8/11/2000 Explanation of Agent stated computer had technical problems and agent had to Resolution: terminate call. No customer info Page 1 of 24 Missouri Public Service Commission Date of Complaint: 8/16/2000 Nature of Complaint: Disconnects Date Complaint Resolved: 8/16/2000 Explanation of Trouble ticket submitted. Test calls found no problem Resolution: Date of Complaint: 8/28/2000 Nature of Complaint: Typing speed/accuracy Date Complaint Resolved: 8/29/2000 Explanation of Complained of garbled text, but CA screen text was clear. Resolution: Changed CA Date of Complaint: 8/31/2000 Nature of Complaint: Disconnects Date Complaint Resolved: 8/31/2000 Explanation of Call automatically disconnects when inboud caller disconnects Resolution: Date of Complaint: 9/2/2000 Nature of Complaint: Disconnects Date Complaint Resolved: 9/2/2000 Explanation of Agent hung up on customer, but customer did not get CA Resolution: numger-Explained that CA no. needed to follow up on complaint Date of Complaint: 9/2/2000 Nature of Complaint: Typing speed/accuracy Date Complaint Resolved: 9/2/2000 Explanation of Agent coached on importance of accurate spelling Resolution: Page 2 of 24 Missouri Public Service Commission Date of Complaint: 9/7/2000 Nature of Complaint: Carrier of choice difficulties Date Complaint Resolved: 9/7/2000 Explanation of Trouble ticket submitted. Technicians working on fix Resolution: Date of Complaint: 9/9/2000 Nature of Complaint: Failure to follow database notes Date Complaint Resolved: 12/18/2000 Explanation of Refresher provided to all agents. Customer contacted in Dec Resolution: claimed no billing problems since September Date of Complaint: 9/10/2000 Nature of Complaint: Answer Wait time Date Complaint Resolved: Explanation of Explained relay busy. Please wait for CA Resolution: Date of Complaint: 9/14/2000 Nature of Complaint: Disconnects/Rude Date Complaint Resolved: 9/14/2000 Explanation of Agent did not remember call Resolution: Date of Complaint: 9/18/2000 Nature of Complaint: Typing speed/accuracy Date Complaint Resolved: 9/18/2000 Explanation of Customer contacted, situation explained, customer satisfied Resolution: Page 3 of 24 Missouri Public Service Commission Date of Complaint: 9/18/2000 Nature of Complaint: Poor spelling Date Complaint Resolved: 9/18/2000 Explanation of CA coached Resolution: Date of Complaint: 9/21/2000 Nature of Complaint: Database not available Date Complaint Resolved: 9/21/2000 Explanation of Customer questioned CA about "second database file," which Resolution: does not exist Date of Complaint: 9/27/2000 Nature of Complaint: Answering Maching Problem Date Complaint Resolved: 12/18/2000 Explanation of No customer contact given. Followup impossible Resolution: Date of Complaint: Nature of Complaint: VCO procedures not followed Date Complaint Resolved: 10/20/2000 Explanation of Apologized to customer for inconvenience Resolution: Date of Complaint: 10/2/2000 Nature of Complaint: Agent Rude Date Complaint Resolved: 10/5/2000 Explanation of Customer has long history of calling customer service and Resolution: refusing to end call. Page 4 of 24 Missouri Public Service Commission Date of Complaint: 10/4/2000 Nature of Complaint: Network Recording Date Complaint Resolved: 10/4/2000 Explanation of Change calling no. and call went through. Customer satisfied Resolution: Date of Complaint: 10/4/2000 Nature of Complaint: Frivolous Date Complaint Resolved: 10/4/2000 Explanation of No action needed Resolution: Date of Complaint: 10/8/2000 Nature of Complaint: Database not available Date Complaint Resolved: 12/20/2000 Explanation of Tech unable to find problem. T&I aware of intermittent Resolution: problem. Date of Complaint: 10/10/2000 Nature of Complaint: CA rude Date Complaint Resolved: 10/10/2000 Explanation of Wrong CA No. No action Resolution: Date of Complaint: 10/11/2000 Nature of Complaint: Database not available Date Complaint Resolved: 10/17/2000 Explanation of Trouble ticket submitted with same customer on 8/8 Resolution: Page 5 of 24 Missouri Public Service Commission Date of Complaint: 10/11/2000 Nature of Complaint: Database not available Date Complaint Resolved: 10/12/2000 Explanation of Checked ANI; properly branded. Test calls ok. Resolution: Date of Complaint: 10/12/2000 Nature of Complaint: Database not available Date Complaint Resolved: 12/19/2000 Explanation of No further problems noted Resolution: Date of Complaint: 10/16/2000 Nature of Complaint: Carrier of choice difficulties Date Complaint Resolved: Explanation of Instructed caller to request CA to select "other option" in Resolution: Caarrier of Choice window Date of Complaint: 10/20/2000 Nature of Complaint: Typing speed/accuracy Date Complaint Resolved: 10/20/2000 Explanation of No customer contact given. Followup impossible Resolution: Date of Complaint: 10/24/2000 Nature of Complaint: VCO procedures not followed Date Complaint Resolved: 10/24/2000 Explanation of CA doesn't remember call Resolution: Page 6 of 24 Missouri Public Service Commission Date of Complaint: 10/25/2000 Nature of Complaint: Voice number answering TTY Date Complaint Resolved: 10/29/2000 Explanation of Trouble submitted. Test 10/29 okay Resolution: Date of Complaint: 10/25/2000 Nature of Complaint: Database not available Date Complaint Resolved: 10/25/2000 Explanation of Explained known, current problem being worked on. Apologized. Resolution: Date of Complaint: 10/27/2000 Nature of Complaint: Voice number answering TTY Date Complaint Resolved: 11/8/2000 Explanation of Ongoing problem Resolution: Date of Complaint: 10/31/2000 Nature of Complaint: Voice number answering TTY Date Complaint Resolved: 10/31/2000 Explanation of Explained that if customer holds for CA after tones, number Resolution: will be branded as voice and will work properly from then on Date of Complaint: 10/31/2000 Nature of Complaint: Voice number answering TTY Date Complaint Resolved: 12/10/2000 Explanation of Branded no. as voice Resolution: Page 7 of 24 Missouri Public Service Commission Date of Complaint: 11/6/2000 Nature of Complaint: Voice number answering TTY Date Complaint Resolved: 12/7/2000 Explanation of Customer contacted, situation explained, customer satisfied Resolution: Date of Complaint: 11/9/2000 Nature of Complaint: Voice number answering TTY Date Complaint Resolved: 12/19/2000 Explanation of Detailed message left Resolution: Date of Complaint: 11/13/2000 Nature of Complaint: Voice number answering TTY Date Complaint Resolved: 11/13/2000 Explanation of No customer contact given. Followup impossible Resolution: Date of Complaint: 11/16/2000 Nature of Complaint: Inquiry Date Complaint Resolved: 11/16/2000 Explanation of No action needed Resolution: Date of Complaint: 11/17/2000 Nature of Complaint: Voice number answering TTY Date Complaint Resolved: 12/18/2000 Explanation of Customer service to brand as voice Resolution: Page 8 of 24 Missouri Public Service Commission Date of Complaint: 11/29/2000 Nature of Complaint: Voice number answering TTY Date Complaint Resolved: 12/20/2000 Explanation of Customer contacted, situation explained, customer satisfied Resolution: Date of Complaint: 11/20/2000 Nature of Complaint: Answer Wait time Date Complaint Resolved: 11/20/2000 Explanation of Unclear if problem was relay or local line. Apologized to Resolution: customer Date of Complaint: 11/29/2000 Nature of Complaint: Voice number answering TTY Date Complaint Resolved: 12/20/2000 Explanation of Customer e-mailed Resolution: Date of Complaint: 11/30/2000 Nature of Complaint: Other Date Complaint Resolved: 11/30/2000 Explanation of No action needed Resolution: Date of Complaint: 11/29/2000 Nature of Complaint: Voice number answering TTY Date Complaint Resolved: 12/20/2000 Explanation of Customer e-mailed Resolution: Page 9 of 24 Missouri Public Service Commission Date of Complaint: 11/6/2000 Nature of Complaint: Caller ID Date Complaint Resolved: 12/20/2000 Explanation of Customer contacted, situation explained, customer satisfied Resolution: Date of Complaint: 11/16/2000 Nature of Complaint: Typing speed/accuracy Date Complaint Resolved: 11/16/2000 Explanation of Customer did not obtain CA no. No followup possible Resolution: Date of Complaint: 11/15/2000 Nature of Complaint: Voice number answering TTY Date Complaint Resolved: Explanation of Customer contacted, situation explained, customer satisfied Resolution: Date of Complaint: 12/1/2000 Nature of Complaint: Voice number answering TTY Date Complaint Resolved: 1/12/2001 Explanation of Customer contacted, situation explained, customer satisfied Resolution: Date of Complaint: 12/2/2000 Nature of Complaint: Voice number answering TTY Date Complaint Resolved: 1/12/2001 Explanation of Customer contacted, situation rectified, no further problem Resolution: Page 10 of 24 Missouri Public Service Commission Date of Complaint: 12/4/2000 Nature of Complaint: Voice number answering TTY Date Complaint Resolved: 12/4/2000 Explanation of Number branded as voice Resolution: Date of Complaint: 12/4/2000 Nature of Complaint: Voice number answering TTY Date Complaint Resolved: 12/4/2000 Explanation of Branded no. as voice Resolution: Date of Complaint: 12/4/2000 Nature of Complaint: Voice number answering TTY Date Complaint Resolved: 12/4/2000 Explanation of Branded no. as voice Resolution: Date of Complaint: 12/7/2000 Nature of Complaint: Typing speed/accuracy Date Complaint Resolved: 12/7/2000 Explanation of CA coached Resolution: Date of Complaint: 12/8/2000 Nature of Complaint: Lost branding Date Complaint Resolved: 12/19/2000 Explanation of Customer contacted, situation explained, customer satisfied Resolution: Page 11 of 24 Missouri Public Service Commission Date of Complaint: 12/8/2000 Nature of Complaint: Answer Wait time Date Complaint Resolved: 1/2/2001 Explanation of CA coached Resolution: Date of Complaint: 12/8/2000 Nature of Complaint: Voice number answering TTY Date Complaint Resolved: 12/10/2000 Explanation of Customer contacted, situation explained, customer satisfied Resolution: Date of Complaint: 12/9/2000 Nature of Complaint: Voice number answering TTY Date Complaint Resolved: 12/9/2000 Explanation of Issue resolved during contact Resolution: Date of Complaint: 12/11/2000 Nature of Complaint: Voice number answering TTY Date Complaint Resolved: 12/19/2000 Explanation of customer requested no followup Resolution: Date of Complaint: 12/14/2000 Nature of Complaint: Voice number answering TTY Date Complaint Resolved: 12/14/2000 Explanation of Branded no. as voice Resolution: Page 12 of 24 Missouri Public Service Commission Date of Complaint: 12/18/2000 Nature of Complaint: Caller ID Date Complaint Resolved: 12/20/2000 Explanation of Trouble ticket issued. LEC responsible for ANI Resolution: Date of Complaint: 1/2/2001 Nature of Complaint: Answer/Wait Time Date Complaint Resolved: 1/2/2001 Explanation of Explained to customer that eather impacting centers in Resolution: Northeast Date of Complaint: 1/3/2001 Nature of Complaint: Rude Agent Date Complaint Resolved: 4/13/2001 Explanation of CA number complained of not on duty at time of call Resolution: Date of Complaint: 1/3/2001 Nature of Complaint: Voice calls answering tty Date Complaint Resolved: 1/11/2001 Explanation of Branded number as voice Resolution: Date of Complaint: 1/6/2001 Nature of Complaint: Voice line not anwered Date Complaint Resolved: 1/12/2001 Explanation of Branded number as voice Resolution: Page 13 of 24 Missouri Public Service Commission Date of Complaint: 1/8/2001 Nature of Complaint: Not answered in Spanish Date Complaint Resolved: 1/8/2001 Explanation of Explained situation to customer and gave Spanish number Resolution: Date of Complaint: 1/9/2001 Nature of Complaint: Rude agent Date Complaint Resolved: 4/14/2001 Explanation of Agent complained of not on duty that day Resolution: Date of Complaint: 1/11/2001 Nature of Complaint: Voice answered by tty Date Complaint Resolved: 1/11/2001 Explanation of Branded as voice Resolution: Date of Complaint: 1/15/2001 Nature of Complaint: Voice number answering TTY Date Complaint Resolved: 1/15/2001 Explanation of Branded numbers as voice Resolution: Date of Complaint: 1/17/2001 Nature of Complaint: Voice number answered as TTY Date Complaint Resolved: 1/22/2001 Explanation of Branded as voice Resolution: Page 14 of 24 Missouri Public Service Commission Date of Complaint: 1/18/2001 Nature of Complaint: Voice number answered as TTY Date Complaint Resolved: 4/12/2001 Explanation of Customer told of 711 instead of 800 number Resolution: Date of Complaint: 1/18/2001 Nature of Complaint: Database trouble Date Complaint Resolved: 1/18/2001 Explanation of Trouble ticket issued, number branded as voice Resolution: Date of Complaint: 1/23/2001 Nature of Complaint: Voice number answered as TTY Date Complaint Resolved: 1/25/2001 Explanation of Branded as voice Resolution: Date of Complaint: 1/29/2001 Nature of Complaint: Rude agent Date Complaint Resolved: 1/29/2001 Explanation of Agent no longer employed Resolution: Date of Complaint: 2/2/2001 Nature of Complaint: Voice number answered as TTY Date Complaint Resolved: 2/10/2001 Explanation of Trunk. Can't be branded Resolution: Page 15 of 24 Missouri Public Service Commission Date of Complaint: 2/2/2001 Nature of Complaint: Branding problem Date Complaint Resolved: 2/2/2001 Explanation of Customer service needs to check branding Resolution: Date of Complaint: 2/5/2001 Nature of Complaint: Muffled speech Date Complaint Resolved: 4/23/2001 Explanation of Unable to contact complainant Resolution: Date of Complaint: 2/11/2001 Nature of Complaint: Poor quality of service Date Complaint Resolved: 2/11/2001 Explanation of Discussed situation with caller Resolution: Date of Complaint: 2/11/2001 Nature of Complaint: Agent rude Date Complaint Resolved: 2/20/2010 Explanation of Agent states she was not rude to customer Resolution: Date of Complaint: 2/11/2001 Nature of Complaint: Rude Agent Date Complaint Resolved: 2/15/2001 Explanation of Agent counseled Resolution: Page 16 of 24 Missouri Public Service Commission Date of Complaint: 2/13/2001 Nature of Complaint: Rude agent Date Complaint Resolved: 2/13/2001 Explanation of Customer harassing agent Resolution: Date of Complaint: 2/23/2001 Nature of Complaint: Voice number answered as TTY Date Complaint Resolved: 4/16/2001 Explanation of Sent to account manager Resolution: Date of Complaint: 2/28/2001 Nature of Complaint: Typing speed/accuracy Date Complaint Resolved: 2/28/2001 Explanation of No agent numbers given Resolution: Date of Complaint: 2/28/2001 Nature of Complaint: Voice number answered as TTY Date Complaint Resolved: 4/23/2001 Explanation of Branded as voice Resolution: Date of Complaint: 2/14/2001 Nature of Complaint: Unable to contact relay Date Complaint Resolved: 4/23/2001 Explanation of Trouble ticket issued. Problem has been corrected. Resolution: Page 17 of 24 Missouri Public Service Commission Date of Complaint: 2/13/2001 Nature of Complaint: Typing speed/accuracy Date Complaint Resolved: 5/14/2001 Explanation of Agent denies this occurred Resolution: Date of Complaint: 2/18/2001 Nature of Complaint: Voice number answered as TTY Date Complaint Resolved: 4/23/2001 Explanation of Detailed message left Resolution: Date of Complaint: 3/1/2001 Nature of Complaint: Failure to keep customer informed Date Complaint Resolved: 5/10/2001 Explanation of Three attempts to contact, all unsuccessful Resolution: Date of Complaint: 3/5/2001 Nature of Complaint: Voice number answered as TTY Date Complaint Resolved: 4/27/2001 Explanation of Confirmed number branded as voice Resolution: Date of Complaint: 3/6/2001 Nature of Complaint: Agent rude Date Complaint Resolved: 3/15/2001 Explanation of No agent number obtained Resolution: Page 18 of 24 Missouri Public Service Commission Date of Complaint: 3/6/2001 Nature of Complaint: Agent disconnected call Date Complaint Resolved: 3/9/2001 Explanation of Agent counseled Resolution: Date of Complaint: 3/7/2001 Nature of Complaint: Agent rude Date Complaint Resolved: 3/10/2001 Explanation of Agent coached Resolution: Date of Complaint: 3/7/2001 Nature of Complaint: Voice number answered as TTY Date Complaint Resolved: 5/10/2001 Explanation of Detailed message about branding left Resolution: Date of Complaint: 3/11/2001 Nature of Complaint: Agent rude Date Complaint Resolved: 3/16/2001 Explanation of Agent coached Resolution: Date of Complaint: 3/15/2001 Nature of Complaint: VCO procedures not followed Date Complaint Resolved: 3/20/2001 Explanation of Telephone problems on callers end Resolution: Page 19 of 24 Missouri Public Service Commission Date of Complaint: 3/16/2001 Nature of Complaint: Frivolous Date Complaint Resolved: 3/16/2001 Explanation of None necessary Resolution: Date of Complaint: 3/22/2001 Nature of Complaint: Agent disconnected call Date Complaint Resolved: 3/30/2001 Explanation of Customer placed call on hold and while holding inbound Resolution: disconnected Date of Complaint: 3/27/2001 Nature of Complaint: Agent rude Date Complaint Resolved: Explanation of Resolution: Date of Complaint: 3/4/2001 Nature of Complaint: Voice number answered as TTY Date Complaint Resolved: 3/4/2001 Explanation of Sent to account manager Resolution: Date of Complaint: 4/4/2001 Nature of Complaint: Voice number answered as TTY Date Complaint Resolved: 5/10/2001 Explanation of Explained branding option Resolution: Page 20 of 24 Missouri Public Service Commission Date of Complaint: 4/6/2001 Nature of Complaint: Voice number answered as TTY Date Complaint Resolved: 5/10/2001 Explanation of No response to repeated calls Resolution: Date of Complaint: 4/9/2001 Nature of Complaint: Caller ID Date Complaint Resolved: 5/8/2001 Explanation of Explained cller ID doesn't work well Resolution: Date of Complaint: 4/9/2001 Nature of Complaint: Caller ID Date Complaint Resolved: 4/9/2001 Explanation of Unable to resolve technical difficulties Resolution: Date of Complaint: 4/11/2001 Nature of Complaint: Database problem Date Complaint Resolved: 5/10/2001 Explanation of Checked DB. DB correct Resolution: Date of Complaint: 4/13/2001 Nature of Complaint: Garbled typing Date Complaint Resolved: 5/7/2001 Explanation of Turbo code may be causing problem. Can try without turbo code Resolution: Page 21 of 24 Missouri Public Service Commission Date of Complaint: 4/13/2001 Nature of Complaint: Voice number answered as TTY Date Complaint Resolved: 5/9/2001 Explanation of Explained about other numbers available Resolution: Date of Complaint: 4/19/2001 Nature of Complaint: Voice number answered as TTY Date Complaint Resolved: 5/8/2001 Explanation of Branded line as voice Resolution: Date of Complaint: 4/19/2001 Nature of Complaint: Poor agent performance Date Complaint Resolved: 4/24/2001 Explanation of Agent scanned and performed well Resolution: Date of Complaint: 4/26/2001 Nature of Complaint: Caller didn't want Caller ID because deaf person keeps calling back Date Complaint Resolved: 4/26/2001 Explanation of Given to account manager Resolution: Date of Complaint: 4/27/2001 Nature of Complaint: Voice number answered as TTY Date Complaint Resolved: 5/1/2001 Explanation of Contacted customer with 711 and new 800 options Resolution: Page 22 of 24 Missouri Public Service Commission Date of Complaint: Nature of Complaint: Date Complaint Resolved: Explanation of Resolution: Date of Complaint: 5/1/2001 Nature of Complaint: Agent rude Date Complaint Resolved: 5/24/2001 Explanation of No action taken because of insufficient information Resolution: Date of Complaint: 5/1/2001 Nature of Complaint: Voice number answering tty Date Complaint Resolved: 5/24/2001 Explanation of Referred to account manager Resolution: Date of Complaint: 5/6/2001 Nature of Complaint: Voice number answering tty Date Complaint Resolved: 5/8/2001 Explanation of Discussed new voice number. Also, old number now branded as Resolution: voice Date of Complaint: 5/14/2001 Nature of Complaint: Didn't keep customer informed Date Complaint Resolved: 5/14/2001 Explanation of No CA number obtained, no followup possible Resolution: Page 23 of 24 Missouri Public Service Commission Date of Complaint: 5/15/2001 Nature of Complaint: Customer upset because agent could "busy interrupt." Date Complaint Resolved: 5/15/2001 Explanation of Agents not able to busy interrupt Resolution: Date of Complaint: 5/19/2001 Nature of Complaint: Dial timeout Date Complaint Resolved: 5/25/2001 Explanation of Keyboard froze. Agent requested supervisory assistance, but Resolution: customer disconnected prior to supervisor's arrival Date of Complaint: 5/28/2001 Nature of Complaint: Voice number answered with tty Date Complaint Resolved: 5/29/2001 Explanation of Situation explained and customer satisfied with explanation Resolution: Date of Complaint: 5/29/2001 Nature of Complaint: Didn't follow customer instructions Date Complaint Resolved: 6/7/2001 Explanation of Apologized to customer, Agent does not remember call, and Resolution: would have responded to request Date of Complaint: 5/31/2001 Nature of Complaint: Failure to keep customer informed Date Complaint Resolved: 6/7/2001 Explanation of Agent in question female rather than male. Customer may have Resolution: had wrong agent number as agent does not remember call Page 24 of 24