Re: To make life easier....
Me thinks, they are not being truthful to you.
Here's why I think that...
The company I work for has an IVR (Interacactive Voice Response) system integrated with our VRU (Voice Response units). These fancy systems just gather data based on what you input while interacting with that robot on the line.
Before you speak to a CSR rep, they have on their screens the information you entered to get to them. We use a program call Navigator for our CSR agents and it's nicely displayed on their screen before you even speak to them (has your account number, name, etc).
Having said that, we're not a goliath company like eBay so I'm sure their system is far more advanced.
Honestly, I think that is a ploy to get you to rehash your story to make sure it coincides with what you previously said with the last agent. Maybe another way to get you to slip up.
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