Frequently Asked Questions

What happens if my call is answered while I’m unavailable?

We try to avoid situations like this by keeping you updated with text messages, such as:

“We just started waiting on hold for you. The estimated wait time is 35 minutes, so you’ll likely be speaking to someone around 2:10 pm.”

If you prefer not to receive these updates, let us know, and we’ll stop sending them.

If you’re unavailable when the call is answered, we’ll do our best to help, including:

• Passing along a message to the representative and asking them to call you back
• Trying to obtain a direct number that may have a shorter wait time for future calls
• Finding out the best times to call when wait times are shorter

Please note that you’ll still be charged for the time we spent on hold. This ensures fairness, as our employee’s time and effort were still required to handle your request.

How is my privacy protected?

We take privacy seriously and have several measures to keep your information secure. Here’s how we protect your privacy:

• Your phone number is hidden from our employees. Routing of calls is handled by back-end software.
• We disconnect immediately after you join the call.
• All data you provide is encrypted and stored securely. We use industry-standard security protocols.
• No part of your conversation is recorded or monitored by us.
• Your personal information is never shared with any third parties unless required by law. We don’t sell your data or use it for marketing purposes.

How do you navigate sensitive information, such as account numbers needed by the other party?

Quick Summary: Our employees don’t see your sensitive information. You enter it into a secure webpage, and it’s passed directly into the call through our telephony system.

More Details:

When we call on your behalf, our first step is to determine what information (like account numbers or credit card details) is required.

We then send you a secure link where you can enter this information. It’s encrypted and never accessible to our employees.

As our employee navigates the phone prompts, when the sensitive information is requested, it’s passed directly into the call as secure dial tones from our system.

This process keeps your data safe and makes everything as convenient as possible for you.

Can I cancel the service where my call is on hold?

Yes. Simply text us, and we’ll immediately stop the calling process. Please note that you will only be charged for the time we spent on hold up until the point of cancellation.

What happens if the call drops while your team is on hold?

We will restart the call, and you will NOT be charged for any time spent on the previous call if the drop was due to a technical issue on our end.

We’ll also text you a new estimated time to speak with an agent, just as we would with any delay, so you’re always informed and can plan accordingly.

What currency do you use?

All amounts on this website are expressed in United States Dollars (USD).