How about making yourselves availble for feedback? I click the "submit feedback" button to submit feedback, and there's not a way to do it. I try getting my question answered by chat, but because it's a billing question I'm told to call. When I call, the wait is over 30 minutes. This was also the case when I had a quick question several months ago. Are YOU going to pay my cell phone bill? Constant Contact used to have excellent customer service. Now, I find I can't even reach you. And, my bill has gone up more than 200% in one year! I've been a customer for years. I'm going to start looking elsewhere for my email marketing provider.
Hello @AnneO869. Thank you for reaching out to us through the Community and for being a loyal customer.
I'm sorry that you haven't been able to submit feedback to us. That link in your account should bring you to our Feedback board. For your account security, we can't answer Billing questions through chat. I apologize that you have experienced long wait times when calling that department, but I assure you that our Billing agents will be able to assist you with whatever questions you have about the pricing for your account.
Thanks, but sorry, I don't find this acceptable. If billing regularly has 30 minutes wait times, which is does because I've experienced this myself at least twice recently and I see that others are complaining about it, then please implement a call-back feature so that billing specialists can call back customers in the order the calls were received. My issue however is that my bill has gone up exponentially recently, and I just received noticed that it will go up another $5, so I'm not so sure that's a "billing" question but more a customer service/customer retention question. (I was told by "chat" I had to talk to the billing dept.) So thank you for your response but no, you did not satisfy my issue, and I still feel that Constant Contact used to have great customer service and now it's awful. Clearly there's been a change in leadership or a change in attitude of the company that I find regrettable.
Hello @AnneO869. I apologize again for the long wait times for our Billing department. We are working on staffing for that department. Depending on the time that you call in, there may be a longer wait time so we suggest at this time while we are working on staffing to calling close to our opening and closing times as the wait time tends to be lower. Here is the link to the Billing department's numbers and hours.