Posted by annonymous
1/10/24 Don't know when this happened, but DTE is now utilizing an overseas call center that cannot solve problems OR respond to customer needs. They were unable to generate a replacement bill after mine was apparently "lost in the mail". I requested a call transfer to DTE/ MI and was told that this overseas group does not have the ability to transfer calls to DTE/ U.S./ MI. That is obviously alse information, according to the the U.S. rep that I was finally able to reach AFTER FIVE FAILED CALLS/ATTEMPTS. However, these overseas reps are very focused on "verifying" identity via the customer's personally protected information. I refused to give them any of that... not even partial numerical data. If they can't "verify" identity via name, address, telephone number, account number THEN THE CALL CONTENT IS OBVIOUSLY SENSITIVE ENOUGH TO WARRANT THE ATTENTION OF DTE U.S. They persisted in "fishing for data" even when the knew that they did not have the capability of "reordering" a new bill. Once I was able to reach a MI agent... it took less than 2 minutes for the problem to be investigated (original bill was sent, but obviously was lost in the mail) and resolved (MI agent dispatched a new bill). It took me 3+ hours to get around the "robo nonsense" and the overseas call center BEFORE I randomly landed in the "que" of the MI Rep. THE FACT THAT I HAD TO GO THROUGH ALL OF THAT TO GET A REPLACEMENT BILL WARRANTS THE "WORST" POSSIBLE RATING FOR DTE... NOT FOR THE MI AGENT WHO SOLVED THIS SIMPLE ISSUE IN 2 MINUTES!