Hi there,***I'm a new driver, I recently passed my road test on Sept **th. I have diab...

GetHuman3861637's customer service issue with ICBC from October 2019

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The issue in GetHuman3861637's own words
Hi there,***I'm a new driver, I recently passed my road test on Sept **th. I have diabetes. I was not initially given the medical form to be filled out for my license. However, when I past my license I was given this medical form. Due to some personal issues I was not able to get the form filled out right away. I called ICBC to find out what is going on with my license since it haven't gotten it. Today as my first interaction with customer service. I was greeted by a not so friendly representative by the name of Mario. He was very hostile on the phone. I was very polite to him. I asked him why I haven't gotten my license yet and what was going on. His response there is a few things , then proceeds to tell me my license is gonna be cancelled. I then asked him what does that mean? what do I have to do to avoid this? I clearly was trying to get help. His response, you had ** days to fill out this form its your problem. I then kept asking him what I can do? he wouldn't help me. I got angry and upset as he was extremely rude to me. He then hung up on me and said to call back. How can you have employees who treat customers like this on the phone? I'm a new driver , I know I have to fill out this form. However, your representatives on the phone should be "helping" customers not scolding them. Luckily, I called back and got a really friendly and kind rep named James who extended my medical form. He explained to me that there isn't a few things that it just has to do with my medical form to be filled. Now that I have been educated by James and he helped I feel a bit better. I want to lodge a complaint against Mario and have the called pulled to see how he interacts with people on the phone. This is not acceptable and completely unprofessional. I work in a customer service role for a huge telecommunications company . I have never in my life treated anyone like how Mario did. He needs additional coaching and training on how to treat people and basic customer services skills.

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ICBC

Customer service issue
Reported by GetHuman3861637
Oct 31st, 2019 - 2 years ago
Not resolved
Seen by 15 customers so far
Similar issue to 51 others
0 customers following this

Timeline

GetHuman3861637 started working on this issue
Oct 31st, 2019 6:48pm