Two teams down the pan. Can you believe this?
Posted: 25 Feb 2016, 19:30
( 5s ) Bronte: Welcome to the Sun Live Chat service. Please note that all Live Chats are recorded
for training purposes. Please wait and an Online Advisor will be with you soon.
( 29s ) Bronte: Hello, you're chatting with Bronte . I'm here to help you with any questions you may
have about The Sun.
( 41s ) Ash: Is Ahmet there?
( 1m 5s ) Bronte: Ahmet has gone home, can I help Ash?
( 1m 21s ) Ash: Hwe was meant to call me back before 4:30
( 1m 28s ) Bronte: What was this regarding please Ash?
( 1m 38s ) Ash: Points not being added to my team
( 2m 12s ) Bronte: I will look into this for you Ash.
( 2m 15s ) Bronte: In order to assist you today I just need to ask a couple of security questions.
Please can you confirm your name and email address for me?
( 2m 30s ) Ash: Ashley Bloodworth
( 2m 41s ) Ash:
( 2m 57s ) Bronte: Were the teams in question 'Madrid' and 'Team News'?
( 3m 9s ) Ash: yes
( 3m 56s ) Bronte: In regard to the missing points, you entered the teams too late into the game to
get the points, as the match had already kicked off.
( 4m 8s ) Ash: I hadn't
( 4m 19s ) Ash: I entered them before the start of the game
( 4m 44s ) Ash: Why would I enter them during the game
( 4m 46s ) Bronte: They had been entered too late to get the points, I am sorry.
( 5m 5s ) Ash: What time were they entered?
( 5m 25s ) Bronte: I will look into this for you. I may be three minutes.
( 7m 25s ) Bronte: Well the first kick off for Dream Team Europe was on the 16th of February and
you hadn't signed up your teams before the 17th.
( 8m 14s ) Ash: That doesn't matter, the rules say you score from the next kickoff
( 8m 48s ) Ash: I entered before any games were played on the 17th
( 9m 0s ) Bronte: The teams in questions weren't entered until the 22nd of February, missing out
on the points from the previous week.
( 9m 9s ) Ash: No they were not
( 9m 14s ) Ash: I've had this conversation
( 9m 22s ) Ash: I have scored points for the 18th
( 9m 35s ) Ash: I made my ET on the 22/02
( 10m 15s ) Bronte: Apologies yes, I can see that. However, you would not have scored the points
you have referred to because your teams were not entered in time.
( 10m 23s ) Ash: Yes they were
( 10m 39s ) Ash: They were entered before 7:45 on the 17th
( 10m 55s ) Ash: and therefore should score points from those matches
( 11m 12s ) Bronte: How many points do you think you are missing Ash?
( 11m 27s ) Ash: We've had this conversation four times now
( 11m 40s ) Ash: all the points from any Real Madrid players
( 11m 59s ) Ash: The points were showing on live scoring
( 12m 15s ) Bronte: Has this happened for all of the games?
( 12m 33s ) Ash: no, just the games on Wednesday night
( 13m 38s ) Ash: Please can you confirm the exact time that I entered those two teams on the 17th
( 14m 55s ) Bronte: You entered No Team News at 19:15:19 and Madrid at 19:18:28.
( 15m 26s ) Ash: Thanks, so both should score points for the Roma vs Real Madrid match
( 16m 20s ) Ash: as per your rules: But don’t worry if you can’t as you can enter throughout the
tournament and users will start to score from the next game after they enter
( 16m 57s ) Bronte: One moment please Ash.
( 19m 6s ) Bronte: I am just discussing this with the supervisor that looked into your case Ash. I
may be five minutes.
( 19m 12s ) Ash: ok
( 20m 49s ) Bronte: You will have need to have entered the team by 5pm to get the points. I am
sorry for the confusion Ash.
( 21m 4s ) Ash: Where does it say that in the rules?
( 21m 43s ) Bronte: I will look into this for you. I may be two minutes.
( 22m 9s ) Ash: There were no games prior to the 19:45 games
( 22m 50s ) Ash: Rules state and I will quote: But don’t worry if you can’t as you can enter
throughout the tournament and users will start to score from the next game after they enter. For
full details and Terms & Conditions of Dream Team Europe registration click here.
( 22m 59s ) Ash: Says next game, which I clearly did
( 23m 52s ) Bronte: I understand Ash.
( 25m 52s ) Bronte: Had you signed up before the kick off, you would have got a warning telling
you to enter the team by 5pm.
( 26m 7s ) Ash: No you don't
( 26m 28s ) Ash: I even confirmed with one of your advisors that you can enter between games and
he confirmed you could.
( 26m 50s ) Bronte: I am sorry Ash but these are the rules.
( 26m 55s ) Ash: Please stop making excuses up as nowhere does it say 5pm
( 27m 5s ) Ash: Please show me where it says this in your rules
( 27m 38s ) Bronte: There was a countdown before you entered your team, it will no longer say
this on the site.
( 28m 26s ) Ash: it never said that and that is not mentioned in the rules
( 28m 33s ) Ash: Please pass me to someone higher
( 28m 41s ) Bronte: Ash, this is the rule. There is no one available at this time.
( 29m 9s ) Ash: To get the maximum points possible try to enter before kick-off of the first match
on February 16. But don’t worry if you can’t as you can enter throughout the tournament and users
will start to score from the next game after they enter. For full details and Terms & Conditions of
Dream Team Europe registration click here.
( 29m 17s ) Bronte: I understand this Ash.
( 29m 27s ) Ash: Yes, even says from the next match
( 30m 4s ) Bronte: I understand what it says, but the rule is that you need to enter the team by
5pm. You will not be getting the points for the Real Madrid game.
( 30m 5s ) Ash: I know people that entered teams in between games last Thursday and have
scored points from the evening games
( 30m 30s ) Bronte: Ash, we will not be able to award the points.
( 30m 43s ) Ash: Bronte, I want to raise a complaint
( 30m 56s ) Bronte: Pleas email custserv@thesun.co.uk to make a complaint.
( 30m 58s ) Ash: Your making this up as you go along
( 31m 11s ) Bronte: I have spoken to two supervisors regarding this issue.
( 31m 31s ) Ash: They need some training then
( 31m 50s ) Bronte: I'm sorry you feel this way. If I cannot help you further, I will need to close the
chat.
( 32m 17s ) Bronte: Is there anything else I can help you with today?
( 32m 33s ) Ash: Please explain why I scored points for the games on the 18th
( 32m 46s ) Bronte: You entered your teams on the 17th, which was before the 18th.
( 33m 3s ) Ash: You said the 16th earlier to score any points
( 33m 22s ) Bronte: To score points for the games on the 16th.
( 33m 43s ) Ash: Please and I ask again, where does it say 5pm and why 5pm?
( 34m 18s ) Bronte: It said 5pm on the site before you entered your team in a countdown. It will not
say this anymore. It needs to be entered within well enough time for your account to update.
( 34m 35s ) Ash: Why is this not in the rules?
( 35m 9s ) Bronte: Ash, I'm sorry. You will not be awarded the points for this match.
( 35m 21s ) Ash: please give me one minute
( 35m 22s ) Bronte: Is there anything else you need help with today?
( 35m 57s ) Ash: please give me one minute
( 36m 13s ) Bronte: Ash, I am unable to help you any further today.
( 37m 1s ) Ash: Please can you send me a copy of email contact with you
( 37m 15s ) Bronte: You will have your copy of emails already Ash.
( 37m 35s ) Bronte: You have only contacted us via Live Chat.
( 37m 51s ) Ash: I've only received this one this morning
( 38m 3s ) Bronte: You only received what this morning?
( 39m 22s ) Ash: Please can you confirm why I have scored points for my other three teams for the
games played on Thursday
( 39m 56s ) Bronte: Last Thursday was the 18th Ash.
( 40m 2s ) Ash: Yes, please
( 40m 34s ) Ash: Please can you confirm why my teams entered that nights scored points
( 41m 14s ) Bronte: Your teams were entered at 7pm on the 17th, which is before 5pm on the
18th.
( 41m 25s ) Ash: no, please listen
( 41m 34s ) Ash: The other three teams that I entered
( 41m 48s ) Bronte: Were entered at the same time, I can see this on our system Ash.
( 41m 57s ) Ash: no
( 42m 6s ) Ash: They were entered on the 18th
( 42m 16s ) Bronte: This is not the case Ash. I am sorry but I cannot help you further with this.
( 42m 38s ) Ash: Bronte, my other three teams were entered on the 18th
( 42m 45s ) Ash: Please check your records
( 43m 10s ) Bronte: Okay Ash, I cannot help you any further.
( 43m 21s ) Ash: Yes you can, you are now avoiding my question
( 43m 29s ) Ash: Please can you check your record
( 43m 34s ) Bronte: There is nothing further I can do.
( 43m 46s ) Ash: You will see they were entered on the 18th and scored points for games played.
( 44m 0s ) Bronte: There is nothing further I can do to add points to your teams. You will not get
any more points.
( 44m 0s ) Ash: One of these teams was entered after 5pm and scored points
( 44m 13s ) Bronte: There is nothing further that I can do.
( 44m 28s ) Ash: So what will happen with my complaint?
( 44m 41s ) Bronte: You will need to make a complaint to custserv@thesun.co.uk like I said
earlier.
( 44m 58s ) Ash: Ok, how long do they take to investigate?
( 45m 3s ) Bronte: 72 hours.
( 45m 16s ) Ash: ok, please can I have your surname
( 45m 36s ) Bronte: No Ash, I am the only Bronte in the office so you will not need my surname.
( 46m 50s ) Bronte: Thanks for chatting with me today. I'd love to hear your feedback. Please click
the "End this chat" button in the top right, to answer a few questions about your experience with
me today.
( 47m 14s ) Ash: Feedback, are you taking the .......
( 47m 33s ) Bronte: You don't need to fill it in if you don't want to. Bye Ash!
( 47m 37s ) Ash: right, off to write my complaint
for training purposes. Please wait and an Online Advisor will be with you soon.
( 29s ) Bronte: Hello, you're chatting with Bronte . I'm here to help you with any questions you may
have about The Sun.
( 41s ) Ash: Is Ahmet there?
( 1m 5s ) Bronte: Ahmet has gone home, can I help Ash?
( 1m 21s ) Ash: Hwe was meant to call me back before 4:30
( 1m 28s ) Bronte: What was this regarding please Ash?
( 1m 38s ) Ash: Points not being added to my team
( 2m 12s ) Bronte: I will look into this for you Ash.
( 2m 15s ) Bronte: In order to assist you today I just need to ask a couple of security questions.
Please can you confirm your name and email address for me?
( 2m 30s ) Ash: Ashley Bloodworth
( 2m 41s ) Ash:
( 2m 57s ) Bronte: Were the teams in question 'Madrid' and 'Team News'?
( 3m 9s ) Ash: yes
( 3m 56s ) Bronte: In regard to the missing points, you entered the teams too late into the game to
get the points, as the match had already kicked off.
( 4m 8s ) Ash: I hadn't
( 4m 19s ) Ash: I entered them before the start of the game
( 4m 44s ) Ash: Why would I enter them during the game
( 4m 46s ) Bronte: They had been entered too late to get the points, I am sorry.
( 5m 5s ) Ash: What time were they entered?
( 5m 25s ) Bronte: I will look into this for you. I may be three minutes.
( 7m 25s ) Bronte: Well the first kick off for Dream Team Europe was on the 16th of February and
you hadn't signed up your teams before the 17th.
( 8m 14s ) Ash: That doesn't matter, the rules say you score from the next kickoff
( 8m 48s ) Ash: I entered before any games were played on the 17th
( 9m 0s ) Bronte: The teams in questions weren't entered until the 22nd of February, missing out
on the points from the previous week.
( 9m 9s ) Ash: No they were not
( 9m 14s ) Ash: I've had this conversation
( 9m 22s ) Ash: I have scored points for the 18th
( 9m 35s ) Ash: I made my ET on the 22/02
( 10m 15s ) Bronte: Apologies yes, I can see that. However, you would not have scored the points
you have referred to because your teams were not entered in time.
( 10m 23s ) Ash: Yes they were
( 10m 39s ) Ash: They were entered before 7:45 on the 17th
( 10m 55s ) Ash: and therefore should score points from those matches
( 11m 12s ) Bronte: How many points do you think you are missing Ash?
( 11m 27s ) Ash: We've had this conversation four times now
( 11m 40s ) Ash: all the points from any Real Madrid players
( 11m 59s ) Ash: The points were showing on live scoring
( 12m 15s ) Bronte: Has this happened for all of the games?
( 12m 33s ) Ash: no, just the games on Wednesday night
( 13m 38s ) Ash: Please can you confirm the exact time that I entered those two teams on the 17th
( 14m 55s ) Bronte: You entered No Team News at 19:15:19 and Madrid at 19:18:28.
( 15m 26s ) Ash: Thanks, so both should score points for the Roma vs Real Madrid match
( 16m 20s ) Ash: as per your rules: But don’t worry if you can’t as you can enter throughout the
tournament and users will start to score from the next game after they enter
( 16m 57s ) Bronte: One moment please Ash.
( 19m 6s ) Bronte: I am just discussing this with the supervisor that looked into your case Ash. I
may be five minutes.
( 19m 12s ) Ash: ok
( 20m 49s ) Bronte: You will have need to have entered the team by 5pm to get the points. I am
sorry for the confusion Ash.
( 21m 4s ) Ash: Where does it say that in the rules?
( 21m 43s ) Bronte: I will look into this for you. I may be two minutes.
( 22m 9s ) Ash: There were no games prior to the 19:45 games
( 22m 50s ) Ash: Rules state and I will quote: But don’t worry if you can’t as you can enter
throughout the tournament and users will start to score from the next game after they enter. For
full details and Terms & Conditions of Dream Team Europe registration click here.
( 22m 59s ) Ash: Says next game, which I clearly did
( 23m 52s ) Bronte: I understand Ash.
( 25m 52s ) Bronte: Had you signed up before the kick off, you would have got a warning telling
you to enter the team by 5pm.
( 26m 7s ) Ash: No you don't
( 26m 28s ) Ash: I even confirmed with one of your advisors that you can enter between games and
he confirmed you could.
( 26m 50s ) Bronte: I am sorry Ash but these are the rules.
( 26m 55s ) Ash: Please stop making excuses up as nowhere does it say 5pm
( 27m 5s ) Ash: Please show me where it says this in your rules
( 27m 38s ) Bronte: There was a countdown before you entered your team, it will no longer say
this on the site.
( 28m 26s ) Ash: it never said that and that is not mentioned in the rules
( 28m 33s ) Ash: Please pass me to someone higher
( 28m 41s ) Bronte: Ash, this is the rule. There is no one available at this time.
( 29m 9s ) Ash: To get the maximum points possible try to enter before kick-off of the first match
on February 16. But don’t worry if you can’t as you can enter throughout the tournament and users
will start to score from the next game after they enter. For full details and Terms & Conditions of
Dream Team Europe registration click here.
( 29m 17s ) Bronte: I understand this Ash.
( 29m 27s ) Ash: Yes, even says from the next match
( 30m 4s ) Bronte: I understand what it says, but the rule is that you need to enter the team by
5pm. You will not be getting the points for the Real Madrid game.
( 30m 5s ) Ash: I know people that entered teams in between games last Thursday and have
scored points from the evening games
( 30m 30s ) Bronte: Ash, we will not be able to award the points.
( 30m 43s ) Ash: Bronte, I want to raise a complaint
( 30m 56s ) Bronte: Pleas email custserv@thesun.co.uk to make a complaint.
( 30m 58s ) Ash: Your making this up as you go along
( 31m 11s ) Bronte: I have spoken to two supervisors regarding this issue.
( 31m 31s ) Ash: They need some training then
( 31m 50s ) Bronte: I'm sorry you feel this way. If I cannot help you further, I will need to close the
chat.
( 32m 17s ) Bronte: Is there anything else I can help you with today?
( 32m 33s ) Ash: Please explain why I scored points for the games on the 18th
( 32m 46s ) Bronte: You entered your teams on the 17th, which was before the 18th.
( 33m 3s ) Ash: You said the 16th earlier to score any points
( 33m 22s ) Bronte: To score points for the games on the 16th.
( 33m 43s ) Ash: Please and I ask again, where does it say 5pm and why 5pm?
( 34m 18s ) Bronte: It said 5pm on the site before you entered your team in a countdown. It will not
say this anymore. It needs to be entered within well enough time for your account to update.
( 34m 35s ) Ash: Why is this not in the rules?
( 35m 9s ) Bronte: Ash, I'm sorry. You will not be awarded the points for this match.
( 35m 21s ) Ash: please give me one minute
( 35m 22s ) Bronte: Is there anything else you need help with today?
( 35m 57s ) Ash: please give me one minute
( 36m 13s ) Bronte: Ash, I am unable to help you any further today.
( 37m 1s ) Ash: Please can you send me a copy of email contact with you
( 37m 15s ) Bronte: You will have your copy of emails already Ash.
( 37m 35s ) Bronte: You have only contacted us via Live Chat.
( 37m 51s ) Ash: I've only received this one this morning
( 38m 3s ) Bronte: You only received what this morning?
( 39m 22s ) Ash: Please can you confirm why I have scored points for my other three teams for the
games played on Thursday
( 39m 56s ) Bronte: Last Thursday was the 18th Ash.
( 40m 2s ) Ash: Yes, please
( 40m 34s ) Ash: Please can you confirm why my teams entered that nights scored points
( 41m 14s ) Bronte: Your teams were entered at 7pm on the 17th, which is before 5pm on the
18th.
( 41m 25s ) Ash: no, please listen
( 41m 34s ) Ash: The other three teams that I entered
( 41m 48s ) Bronte: Were entered at the same time, I can see this on our system Ash.
( 41m 57s ) Ash: no
( 42m 6s ) Ash: They were entered on the 18th
( 42m 16s ) Bronte: This is not the case Ash. I am sorry but I cannot help you further with this.
( 42m 38s ) Ash: Bronte, my other three teams were entered on the 18th
( 42m 45s ) Ash: Please check your records
( 43m 10s ) Bronte: Okay Ash, I cannot help you any further.
( 43m 21s ) Ash: Yes you can, you are now avoiding my question
( 43m 29s ) Ash: Please can you check your record
( 43m 34s ) Bronte: There is nothing further I can do.
( 43m 46s ) Ash: You will see they were entered on the 18th and scored points for games played.
( 44m 0s ) Bronte: There is nothing further I can do to add points to your teams. You will not get
any more points.
( 44m 0s ) Ash: One of these teams was entered after 5pm and scored points
( 44m 13s ) Bronte: There is nothing further that I can do.
( 44m 28s ) Ash: So what will happen with my complaint?
( 44m 41s ) Bronte: You will need to make a complaint to custserv@thesun.co.uk like I said
earlier.
( 44m 58s ) Ash: Ok, how long do they take to investigate?
( 45m 3s ) Bronte: 72 hours.
( 45m 16s ) Ash: ok, please can I have your surname
( 45m 36s ) Bronte: No Ash, I am the only Bronte in the office so you will not need my surname.
( 46m 50s ) Bronte: Thanks for chatting with me today. I'd love to hear your feedback. Please click
the "End this chat" button in the top right, to answer a few questions about your experience with
me today.
( 47m 14s ) Ash: Feedback, are you taking the .......
( 47m 33s ) Bronte: You don't need to fill it in if you don't want to. Bye Ash!
( 47m 37s ) Ash: right, off to write my complaint