Where is your Customer Service Failsafe plan? What happens when HELP at the HELP CENTER fails?

GetHuman-joansqu's customer service issue with Change.org from November 2018

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Help with my Change.org issue
GetHuman-joansqu's next move: try the Change.org help center.
Change.org doesn't have a customer phone number that is answered by an agent. Instead, GetHuman-joansqu will want to follow the link below to head to their help center. We will check on GetHuman-joansqu later to make sure it's all set or try to help escalate.
The issue in GetHuman-joansqu's own words
*) See information on charges from Change .org that were taken from my bank.**) Disable my card or bank info so this would not happen again* Neither were possible to do on the site. ... No way to contact you at Change.org other than through the help center? That's so wrong. I tried several times to let you know I saw charges from Change.org on my bank statement that I didn't authorize via the HELP section.** Each time, the written specifications of the issue I needed help with failed to transmit because the "submit" function did not work. THEN I HAD TO REWRITE THE WHOLE THING OVER AGAIN. I GAVE UP AFTER loosing the entire text * TIMES.
How frustrating it is not to be able to access information about billing and contributions one has made in the past, through the site!* Then not to have the HELP section not work ( see, failure to 'submit') * and THEN NO phone number or even a direct email for quick response. What is that, except real demonstration of arrogance?* How are you even going to know when your supporters are having issues with the site itself, if it's official policy not to speak to-- or have contact with -supporters, to help them --no matter what the reason? Doesn't this behavior run counter to your mission and purpose as a social good?
Contributors need to be better supported and given clear, easy to access, viable channels of communication-- including being able to directly contact Change.org troubleshooters for any issues that come up on the site. *I want a call directly from Change .org * so I can be shown if I there is actually access to my own financial information at Change.org and I failed to find it. AND I want to disable the current card or bank account on file at Change.org ( The last supreme irony of this episode is that I can't even see which-- card or bank-(?) was used to access my funds. )
I've supported several Change.org campaigns in the past. This issue made me actually explore the entire Change.org site. Now that I see how aloof and self satisfied you guys are and see how supporters are treated, I wont be using Change.org until the rules governing help are changed. I want to see that contributors are better supported and given tangible, viable channels of communication with Change.org staff.--including being able to directly contact troubleshooters for any issues that may not be resolved the HELP offered on site.* I also want supporters to be able to have direct access to their own financial information.
* (failed) attempts on Help On line at Change .org to resolve the source* cause of the charge
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HELP SECTION: No direct contact info is offered any where on the site! If the HELP section doesn't 'help', what is one to do?
Customer service issue
Reported by GetHuman-joansqu
Nov 8th, 2018 - 4 years ago
Seen by 8 customers so far
Similar issue to 85 others
0 customers following this
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GetHuman-joansqu started working on this issue
Nov 8th, 2018 8:12pm
GetHuman-joansqu indicated the issue is not fixed yet.
Nov 8th, 2018 8:17pm

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