Plight of port-out customers – An email to Telenor executives
The following email was sent to Telenor Executives and PTA on June 21, 2011.
Refund of Security
Im a victim of gross negligence of Telenor Pakistan Customer Services Staff.
As I moved to a new home, the quality of Telenor signals in our area deteriorated beyond reasonable level, being a satisfied Persona Customer, initially I hesitated, but ultimately I decided to port out and paid amount in excess of my current bill as at then to initiate the port out process. I successfully ported out in September 2010. Hence the bill I received read
Phone number: 0344*******
Invoice Period: 14-Aug to 13-Sep
Amount Payable: Rs -56.84
Due Date: 29-Sep
Credit Limit: Rs 1300.00
I expected this to be my last bill and receive the Final Settlement Bill in October to claim back my security in addition to the excess amount I had earlier deposited. But the trouble was about to start when I thought that I had just completed a simple port-out process with all formalities completed according to the information provided by the Telenor staff at the Telenor Corporate Centre (or Telenor Head Office, as they call it) in Lahore.
I received bills which showed no activity but charged line rents and package I had subscribed (+ a couple of packages I didnt subscribe) till January 2011, when I decided to take action and paid frequent visits to the Telenor Corporate Centre, Gulberg, Lahore. How could it happen that I was using Warid for months and being billed by Telenor?
The Billing recovery department was sheer pain as it continued to flood me with daily reminders and calls that my Bill was pending to add to my agony. Unfortunately, I had to deal with them with decisive zeal and aggressiveness which finally brought the daily bill alert dilemma to an end.
I went time and again to the Telenor Corporate Centre (it might have costed me more than the security due in travelling & parking charges for parking my car in a dusty, uneven, ragged patch of land side of the office) to get my security refund, but in vain. I was made to wait for around 45 minutes to 1 hour on average and at the end of the day told that the system said that My own number was not in my name!
A CSR named as Mr. Umar, usually stationed at booth 8 & 9 (i-e Postpaid Customer Service booths) claimed that my own number was not in my name, demanded my ID card and refused to provide any information as this was not my number. I was told by Mr. Umar that there was a problem in the Telenor’s System and I will be contacted by him as soon as the problem is resolved. Till date I have not been contacted by Mr. Umar.
Last week, I went to the Corporate Centre again and was dealt by another CSR, she said the number was in my name now and she will resolve the issue and contact me as soon as it is resolved. She must be given credit as I received a couple of messages saying that my account has been credited.
Yesterday, on June 20, 2011 I went to the Corporate Centre again and was unfortunately dealt by Mr. Umar after waiting for half an hour. After viewing my id card etc. he made me wait for another 15 minutes after which he told me the that my account has not yet been credited. I argued that I had received messages from Telenor, but alarmingly he told me that I may have received messages from Telenor but my account was still not updated ‘due to a problem in the system’.
I demand an immediate reversal of the bill wrongly charged, my security, action against the staff (if appropriate), immediate improvement in the system and some sort of compensation for lost time.
If the issue is not addressed, I intend to take the matter to Consumer court.
non-action on winning of a competition
Last year I won a competition on the official Telenor Persona page on Facebook, the winner of which was to receive a gift. A snap of the display pics of winners of the competition was published on the page.
I was told that I will be contacted soon and the gift will be dispatched, but no such contact was made. Even after repetitive contacts & reminders I have still not received any gift or information to collect the same.
An urgent action on this issue shall be taken
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