Looking past all the aggro, the problem seems clear. Someone hit the "5" key twice instead of the "6" when typing in the address. The question is, WHO?
The problem seems to have become inflamed due to one thing, LACK OF TRUST. Now this IS the fault of the industry. They seem to duck questions, give vague answers, and pass the buck rather than take ownership of issues.
This leads to the above situation where the player DOES jump down the throat of the CS rep the second things seem a bit "iffy".
The problem then is that by going on the defensive, the rep ended up making things worse by adopting a "jobsworth" attitude and going down the route of telling the player it was all their fault for failing to notify a change of address.
The true address would of course be on the documents verified, and should be the address on file at the casino. It would appear that the rep didn't double check this before claiming that the typo was what they had on file, which the player knew was "bullshit" since a previous payout had gone to the correct address. This further supports the argument that the correct address had always been on file, but had been mistyped when someone read the address from the file and put it into the processing systems. This could be the CWC cashiers, or it could have happened further down the line at the processor. It is even possible that FedEx misread the CORRECT address, and tried to deliver to the wrong one. As noone was in, noone could point the mistake out to the agent.
I have had the same happen to me. A delivery for my house number, but the close next door, arrived at my door. The agent thought he had the right house, but since I answered I was able to tell him that he had made the mistake of calling on the right house number, but the wrong street address, and told him where the right street was. Had I not been in, no doubt it would have been marked as noone at home, or left in a safe place for me to discover some time later.
I have also had mail and one parcel go missing, and I bet this was the same mistake in reverse.
It is also true that the recipient CANNOT deal with things like wrong address with the courier, as in such cases they will only take an instruction from the sender. It was plain wrong therefore for CWC via their CS to attempt to pass the buck for contacting FedEx onto the recipient.
If operators didn't "play games" so much, players would be less likely to jump straight to such conclusions during a first contact with CS. Casinos too sometimes jump to conclusions about players they deem "abusive", even when they cannot possibly have sufficient evidence to reach such a conclusion through looking at playing history.
If CS for a business gets their heads chewed off, it is often because of something the business has been doing wrong that has started to tip customers over the edge. The CS gets it because those responsible for things going wrong tend to hide behind their CS departments so that customers cannot approach them directly with an issue.
With phone based CS, keeping someone on hold for an hour before dealing with their enquiry, and on an expensive number, is guaranteed to get the conversation off to a bad start, no matter how well the agent deals with the issue.
With casinos, it is the constant delays and broken promises that set up confrontation, and any agent can innocently trigger that "last straw" that causes the customer to break, lose patience, and let rip at them.
Perhaps the CS rep should have taken the initiative to refer this matter to a supervisor once it became clear that the player had "lost it" with something they had said. Ideally, there should have been a short time out, such as the supervisor ringing the player back after about 10 minutes, hoping things had calmed down. Unfortunately, call centres are notorious for giving out false promises of "someone will get back to you", so there is always the danger that this can make matters worse.
Casinos need to realise that CS is not something they offer as an afterthought, but a key service that deserves sufficient investment in order to ensure that the best possible experience is given to customers who have to make contact. Too many companies prefer to see who can provide CS for the lowest price, and this often leads to outsourced call centres who really DO "talk bollocks" because unless it is in the script, they have no idea what they are talking about, so try to make things up as they go along. Customers who DO know what they are talking about will spot this straight away, and will often feel that the CS agent is deliberately belittling them and insulting their intelligence, and this can result in the CS agent getting an earful, the customer feeling that company policy is to screw them over, and nothing actually getting resolved.
The matter of CWC delays in particular has been raised many times, yet STILL it seems that management at CWC are in denial that there is any problem at all, and so we get excuses like it being the holidays, staff off sick, etc. There is only so many times such excuses will work, and for some players, the CWC excuses are no longer considered credible.
One really obvious issue is the long pending times when considered alongside the official statement that the queue is gone through every day, and every withdrawal that can be paid is sent for processing. It follows that once this has happened, the withdrawal would no longer sit in the pending state, even if it was impossible to offer the player a timescale for it's receipt.
There have been reports that some withdrawals have sat in pending for days, even though there is nothing at all that should be holding up the process, and when the player complains, the withdrawal is then processed without any explanation of why it was delayed in the first place. This can only mean that the entire queue is NOT checked every day with all withdrawals that can be processed being sent for processing. Something is going wrong on these occasions, no matter how few they are, and the first thing players need is for CWC to admit that there is an issue, what it is, and what they intend to do about it.
Without such honesty, players that suffer these delays, or even read about them, are going to be convinced that the casino is indeed "playing games" with a number of their players, and then lying their way out of it.
Although not CWC, I have suffered this same game playing from Digimedia casinos. My withdrawal to Neteller sits for 10 days in pending, yet their site claims it should be 24 hours. Despite raising this issue a number of times, nothing is being done about it. Digimedia still retain their accredited status despite the evidence I have managed to gather over the past year, and I find this galling. If Digimedia can get away with such bullshit, then it follows that NO accredited casino can be fully trusted, and neither can the systems put in place to police this, such as the standards for accreditation.
This personal experience is why I am risking infractions by giving even accredited casinos a "hard time" over some issues. I am impotent (other than uninstalling the offending casinos) in getting the Digimedia problem recognised, let alone putting pressure on them for change, even if this is just that they are HONEST with players, and put the true pending times on their website, and of course suffer the recalculation of their ratings score.
I was miffed that Main Street seemed to get away with their 14 day pending BS for so long before they finally lost their accredited status over the issue.
Those players at CWC that feel they have suffered disproportionately from BS are equally miffed that so far no measures have been taken to pressure CWC into making the necessary changes to simply restore the service to that advertised on their website. Before anyone chimes in, it is not JUST US players that have had these long delays at CWC, so the excuse that all this is caused by UIGEA, and is "only a US problem", does not wash.
