Customer Service Form

 Please use this form for 

1) general customer service issues & 
2) rate verification/clarification 

 - (a quality assurance step by 1st4phonecards) 


Call Rate verification/clarification

Calling cards may have many different rates / charges applied to them. Rates on cards do change from time to time and may vary by, access number, regional district dialled, calls made to mobile or non-geographic numbers etc. There may be a connection charge, maintenance fee, or billing might be in two or three minute increments. At 1st4phonecards we are always trying to present, what can seem quite complex, charges in a way that customers can understand them. As part of our quality procedures we have produced this web page to help us verify that this is working properly and that you the customer are being charged the correct amount by the card manufacturer.

 General customer service issues - call quality/connection/Access problems etc

At times people may get prematurely disconnected within a call which may not present a problem in itself unless the card is a 'connection fee' card. In rare circumstances some calling card access numbers may be congested or have some other fault associated with them. Sometimes there may be a routing problem to a particular country. If you experience any problems like this then please complete this form. The information gathered here is usually comprehensive enough to accurately get the problem diagnosed or clarified. Most issues are temporary and card manufacturers are usually able to add credit to a card if they feel there is just reason to do so, such as premature disconnection on a connection fee card. Your first line contact should be with the customer services for the card that you have purchased.

Why this form?

There are many factors that influence call costs or help diagnose a problem. For high percentage of enquiries this form gathers all of the information required for an answer. We, 1st4phonecards.com,  then send this to the manufacturer for a response. We would normally receive a response within 48 hours... but sometimes this may take several days. The fastest response should be in calling customer services for your particular card.

When should I use this form?

First line customer services is done by the card manufacturer. Why? The reason is that we, 1st4phonecards, under the data protection act, do not have access to your call records. The manufacturer for the card you have purchased does have this information. If you have contacted the manufacturer of your purchased card and have been unable to resolve an issue then please complete this form. 

Customer Service Form

Please complete as many of the boxes below as possible and hit 'send'

Please enter card details
Name of Phone Card
(Please select from the drop down menu)
Other,
Please specify
Card pin number
 
Please enter call details
Calling from (country)
Calling from (telephone number)
Calling from (telephone type) Home phone
Pay phone (call box)
Hotel phone
Cell / Mobile phone
Are you using a touch tone phone? yes    no  unsure 
Calling to (country)
Calling to (telephone number)
Please enter the access number that you used
When did you make your call
 
Please enter the nature of you enquiry
Type of enquiry
(please select only one)		 Undercharge
Overcharge
General rate enquiry
Connection / access problem
If Connection problem  
Having dialed your access number, 
Do you get prompt asking for pin?		 yes    no
Are you able to enter your pin? yes    no
 
Please use the following note box to tell us about your query
Please enter you question/notes
 
Have you spoken with Customer Services for this particular card?
(This should be done before completing this form)		 yes    no 
If so, what did they say
 
Contacting you
Your Email Address
Your phone number
How should we contact you by email by phone either 
Your name
   
Thank you for taking the time to complete this form. This should give us most if not all of the information needed to answer your enquiry. Please click Send