Complaint re. Instant Ink error and poor customer service

[Calaterium]

I have an issue with my Instant Ink account, which is currently on the 700 page per month plan. I have over 800 rollover pages available. After my monthly allowance of 700 pages for the present month were used up, it should then have begun to make inroads into the rollover pages. Instead it stacked up 164 'trial pages', which are coded as dark green on the Instant Ink account overview screen. I left it for 36 hours in case the account needed to update, but there was no change. So, earlier today I contacted the Instant Ink team via FB messenger where I was put in touch with an advisor called Eya. They acknowledged the issue and advised they would take a few moments to check the system.

After nearly half an hour I eventually got a reply containing misinformation and the advisor clearly doesn't understand the nature of the issue. I wish to make a complaint but your system seems to be rigged up in such a way that it makes complaining and receiving a competent response purposefully difficult. The following is a transcript of the conversation and the incorrect information give. I need this problem fixed asap.

EYA:

Hello and welcome to HP technical support, my name is Eya and I will be assisting you today, so if I understood correctly here, you have issue with your rollover pages, right?

ME:

Yes, to paste the above: Hello, your virtual assistant service could not help me and directed me to contact you - and supplied this direct message option through FB. I am an instant ink user. I am on the 700 page per month plan and have over 800 rollover pages at present. The other night I used up my 700 pages, at which point my rollover pages should have begun to get used. Instead, it is showing that 0 have been used and that 164 'trial pages' have been printed instead. I assumed that it would take time for the instant ink account to updated, so I left it. Now 36 hours later the account is still showing as 164 trial pages used, with no inroads into the rollover pages

EYA:

Okay, can you please confirm to me your email adress and phone number? thank you

ME:

X X X X X REDACTED X X X X X X

EYA:

thank you, I will ask you, if I may, to give me a few moments in order to check the system further, and then I will be right back with you.

ME:

Thank you.

EYA:

welcome

ME:

Hi Eya, is there an update on the nature of the issue and when it will be resolved? Thank you. It's been over twenty minutes without any updates, and you advised you would take a few moments.

EYA:

I apologize for the delay, I've been checking your account, I can see that you already printed your 700 pages, and you used the rollo

EYA:

rollover pages from your last cycle

ME:

No, I should have used 164 pages from the 800+ rollover pages I have accrued. Instead it is showing as 164 trial pages. This is incorrect. It is showing 0 of 832 pages used. This is an error.

EYA:

you had left 164 pages from the last cycle, now you have 832 rollover pages to print

i can see that you already printed 864 pages, and you still have 832 extra to use

ME:

Sorry, but that does not make sense to me. My cycle runs from around the 10th of one month to around the 10th of the following month, give or take a day. I am presently in the same cycle for June to July. I used up my 700 pages in the present cycle, and it should then start eating into the rollover pages I have accrued. Instead it is still showing as 0 rollover pages used, but 164 trial pages used instead. This is simply not correct.

It says 164 trial pages used. It should say 164 rollover pages used (164 0f 832).

This has not happened in any previous months.

EYA:

It says 164 " Trial " pages used

ME:

Yes, and if there had been 164 trial pages left from previously then they should be stacked onto the Rollover pages, so 996 pages. There should be nothing called trial pages showing here.

When I reached 700 it should have begun to count up on the rollover pages. Instead it is counting up something called 'trial pages'. My count of 832 pages included all rollover pages from last month, so there should not be any remaining trial pages. This 'trial pages' thing has never shown on any previous month's account overview.

EYA:

If you do not use all your plan pages in a month, the unused pages will be kept in your account as the rollover pages. Ink plans can roll over 3x the number of pages in your plan (150 pages if on the 50-page plan) .

ME:

What you have described is correct, but is completely irrelevant to the nature of this issue. When plan pages are used up in a month, then any additional pages printed will then eat into the rollover pages if any are available. In my case this is so, and this has been the case for the last few months. At present, over 800 rollover pages are available, and instead of my additional pages being allocated to them, I am instead accruing a count of 'trial pages' - currently counted at 164 pages. This does not make any sense whatsoever, and you have not adequately accounted for this. I have up to 2,100 rollover pages allowance because I am on the 700 pages per month plan. I need this to be competently resolved, because it is clear I am correct on this matter. You have stopped responding which is the height of rudeness, and I feel this may escalate to a formal complaint. If I am charged for these 164 'trial pages', as they seem to only belong to the category of additional pages - then it will lead to a claims court application. Please respond ASAP.