Credit card billing complaint

Another one for the books…

My aunt called me up last night around 11 PM. She was foaming mad with a major credit card company here in the country. She got her bill yesterday and was only able to see it last night. She noticed that there was a double posting of an amount she incurred when she went grocery shopping. She immediately called up the credit card company’s customer support and reported the double posting. Guess what the guy rep told her…

“Ma’am, just pay the amount and we’ll see what we can do.”

My aunt was so shocked that she asked the guy rep if he’s serious. And he was! The amount my aunt was complaining about is 9,000 pesos. Not a paltry amount, especially with the state of economy now.

My aunt called up a bank officer that she knows and she was told to just make a formal complaint letter and to fax it to the billing department so they can check.

If nothing will happen to my aunt’s complaint, I will post here the name of the bank and credit card company. Again, local companies should make their customer service better. Improve your after sales service if you want return customers!

Maynilad Water’s Customer Service

I have written before about Maynilad Water’s 24/7 Hotline 1626. I really like the fact that when my dad reported the sudden water interruption in our area, someone, an officer I would assume, from Maynilad made a follow-up call asking about the previous call my dad made. In that follow-up call, the officer told my dad that he will schedule a Maynilad personnel to visit us and check about my dad’s report.

This morning, the personnel from Maynilad came and checked on the validity of my dad’s report. He checked our water connection and was convinced that we have poor water supply in our area. In fact, since six this morning, there’s no water supply anymore.

You know, I am raving about Maynilad Water’s Customer Service because this is how it should be done. As a customer, I am satisfied with how they are handling my dad’s report. First, there’s a follow-up call. Mind you, it took a while because the guy who called up really listened to my dad and asked questions in turn. Then, this visit from their personnel.

Again, calling on local utility companies and DSL companies I’ve ranted about… this is how a customer complaint/report should be handled. Learn from it!

Maynilad Water 24/7 Hotline 1626

Our water supply is being serviced by Maynilad Water | www.mayniladwater.com.ph. This past weekend, we experienced water interruption when there was no announcement made that there would be one. Water interruptions are announced on the daily news program Balitanghali on QTV-11 and we always watch it.

Anyway, so the whole Saturday, water supply was cut off. My dad called up Maynilad Water’s 24/7 hotline 1626 to ask why there was water interruption in our area. There are several constructions near our neighborhood and my dad was worried that a water pipe was hit or something. He reported it and a customer service representative promised to get back to my dad about the water interruption. Unfortunately, the CS was a badass one who reneged on his promised and never returned my dad’s call or even reported it to concerned Maynilad people. My dad didn’t get the name of the CS. The next day, we experienced the same thing. My dad called up again and this time, the CS he’s able to talk to was a good one. She made a report and asked my dad to call back again should the problem persist after 24 hours. The CS did her job and water supply is back to normal now.

Today, I heard my dad talking to someone from Maynilad Hotline 1626. Someone from Quality Assurance (QA) most likely because he asked my dad about the call he made last Sunday and if he’s satisfied with the way the CS handled the call and his complaint. My dad was very generous in her praises of the CS who, to be fair, really did her job.

Let me just take this opportunity to tell the rotten DSL companies in Manila to follow this kind of example from Maynilad Water’s 24/7 Hotline 1626. THIS is the correct way to operate a customer service operations. When a client calls to report something, someone from the QA department or those people monitoring calls, if they even have it, should call back the client and ask for feedback. Most especially if your QA notices that a client kept on calling again and again to complain about your rotten service! This is how American companies being serviced by local call centers handle customer service. Because if you don’t know it, customers keep the business going. A happy customer is a repeat customer! Now, if you just let your CS department do their own stuff without even any monitoring done, then do not be surprised if there are many angry customers like me blogging about your services!

Calling Bayantel and Global Destiny! Sana naman gayahin niyo ang Maynilad Hotline!

By the way, you can also contact Maynilad Water customer service through email at customer.helpdesk@mayniladwater.com.ph or through their web site listed above.

Comment on Rotten DSL-ISP Companies in Manila

I got this comment a few minutes ago…

Author : Mike (IP: 121.96.126.215 , 121.96.126.215.bti.net.ph)
E-mail : mike@me.com
URL :
Whois : http://ws.arin.net/cgi-bin/whois.pl?queryinput=121.96.126.215
Comment:
Bloggers, you all think you own this world eh, what are you American? hahahaha, What do you expect from 1,200 monthly bill. You want a better and faster Internet then get a business line or get a cable internet from Skycable,oh i forgot bayantel own skycable. If you dont like there service then dont pay them, thats it. Peace V_^_^_v

This was left in my post about Rotten DSL-ISP Companies here in Manila.

Before anything else, let me tell you this Mike… YOU are one of the reasons why we are getting rotten DSL connections in Manila! You don’t tolerate so-so service. ALWAYS!

Okay, let me reply to your comment Mike or whoever you are…

First off, I wonder why you haven’t left a legitimate email address so I can respond to you directly. Is it because you are also Vincent Dimaculangan of Bayantel DSL??? Your IP address is definitely from Bayantel! Hmm… Or are you someone he sent to comment here?

Anyway, to address what you said…

“Bloggers, you all think you own this world eh” – No we don’t! We temporarily own a piece of the virtual world through the domains we buy and hosting we pay for and we make use of it.

“what are you American?” – If I am an American and not a Filipino I can own the world???

“hahahaha, What do you expect from 1,200 monthly bill.” – A freaking better service than what Bayantel DSL gave me! Did you read the entries I wrote from start to finish? Did you read the rotten customer support they provided??? Did you??? Or you just commented without reading???

And let me ask you this… When you get a service, pay for it using money you earned from your blood and sweat, do you tell yourself that hey, I am only paying 1,200 pesos, I better expect a rotten service from them! Do you??? If you do, then you better have your head checked! Even if you pay freaking 10-pesos per month only, you always, ALWAYS!, expect a better service! You don’t tolerate bad service because it will give the company bad ideas about customer service! Read that??? And you may have 1,200 pesos lying around month after month that you can throw away in BAD DSL CONNECTIONS, but I don’t! So don’t expect me to just take everything in stride when I am not getting my money’s worth!

The rest of what you said is addressed in my previous post. So better read it. From top to freaking bottom!

You are making my ears steam!!!

Rotten DSL-ISP companies here in Manila

What is it with companies here in the Philippines? Only a handful are giving excellent service to their clients! You have to complain again and again before they will give you a better service. YOU HAVE TO BLOG ABOUT THEM FIRST TO GET THEIR ATTENTION!

Instead of giving excellent service on the onset, they will test you first. See if you will complain and assert your rights. See if you really know what you are in for. If you complain, be assured you will somehow get a better service! If you keep silent, you’re done for!

That’s what happened to me with Bayantel DSL. I had to blog about my constant complaints. All I was asking was a technician to check my internet connection, a feedback on when their service will become stable, something from someone other than the customer service reps that I talked to. Nothing. Nada! When I blogged about it here, that’s when someone higher in their customer support emailed me, another one called me up. Imagine! Do you have to raise hell before you will get a decent response from companies around here? BAYANTEL, do your clients need to air their grievances online before they can get anything from you???

Do you know that after this issue with Vincent Dimaculangan (who belatedly called me up to offer his services, and direct line when he could have inserted that in his email and conveniently deleted it!), a Dennis Cruz called me up and offered to assist me personally and to send technicians here, as well as his direct line as well. I declined because I had every intention of terminating their services already. What for??? After all the headaches, when I was done talking to them that’s the time they will send over technicians (notice the plural use of the word)? After over a month of requesting assistance, when I was already fed up that’s the time they will offer their assistance???

And then, wonder of wonders, they can give you a decent service after all!!! I am now getting a very stable internet speed from them. I couldn’t believe it! I was supposed to have their service terminated tomorrow but my Global Destiny DSL connection is acting up since Day 1. I wasted a chunkful of cash for my Global Destiny ISP connection when I can get back the service I was getting from Bayantel before! Tignan mo nga naman ang kapalaran! Tsk tsk tsk

From one palpak company to another! Mga bulok na DSL companies in Manila! Nakakahiya naman sa akin kasi gumastos ako nang todo to get Destiny’s services yun pala mas worse pa ang Destiny! $%#^#*@@!

If Destiny won’t give me a better service, I will raise hell more than what I did with Bayantel. They can expect that from me! I am the best hell raiser this side of QC kaya they better make sure I get a stable 1MBPS that they promised or else………..

I work hard for the money I pay for their services. All I am asking is a decent service in return. Mag-load ka ng Youtube video it will take you forever to complete the buffering! Load a page and it will take you an eternity to see the full homepage! Ano ba yan????

Paging that Jen I talked to. And Global Destiny, kick out your lazy tech support!

Oh yes, Bayantel DSL, you can laugh all you want because I am regretting this transfer to another rotten DSL company! But until I get a decent service from Destiny, Bayantel will continue getting flak from me. If it weren’t for your ineptitude, your CS department, this wouldn’t have happened to me!

And I will gather other blogger friends to write about these DSL companies! I will ask friends in major social networking sites to spread the word. These people don’t have any idea what a blogger like me will go to to get back my money’s worth. Mahirap kumita ng pera kaya magbigay kayo ng magandang serbisyo!

Thank goodness I am listening to Ne-Yo’s Closer the whole time I was writing this post otherwise I would surely have written something MORE.

I wish there is a decent DSL company here in Manila who can offer better services. GLOBE is good, I heard. But I don’t think my area is being serviced by their company. Too bad. And don’t tell me about SmartBRO. I will never get their services, yang Smart. Sorry sis. Your signal is just way too bad in this area.

Bayantel DSL: Good riddance!

So I am saying goodbye to the pest in my life that is Bayantel DSL. My dad will be going to their office by next week to have our account terminated. Our account cut off will be on the 21st and I will make sure that the termination will coincide with it. They might bill me differently if I do it otherwise. Mahirap na!

Let me just give you an update on what happened after my rant

A Vincent Dimaculangan from Bayantel emailed me about my rant last Feb 4, 2009 at 2:29 PM. Below is his email in full:

Dear Sasha,

My name, Vincent Dimaculangan, I’m one of the Shift Managers of Bayan Telecommunications Customer Care Division. I read your blog regarding the connectivity issues that you’ve been experiencing with our DSL service. On behalf of Bayan Telecommunications, I wish to apologize for this and assure you that we’ll take action in resolving these connectivity issues. We hope to make your experience better with Bayan. I was wondering if you could provide me an account number and a phone number where I can directly coordinate these issues with you.

Sincerely,

Vincent Dimaculangan
Unit Head – Customer Support for Data and IP Services Dept.
Customer Care Division
Bayan Telecommunications
Roosevelt Operations Center
234 Roosevelt Avenue San Francisco Del Monte Quezon City

And this is my reply to his email…

Hi Vincent,

You can check my account using our landline number ***. It is under ***. As you have read in my blog post, I am really tired of complaining again and again, calling your customer service hotline almost every other day just to ask if there is a problem with my DSL connection. I always get the same response from your CS people and would be asked to monitor my connection. There were times that after several minutes of calling your hotline, I would get my connection back. But it has been several times now that I get intermittent connection almost every day. I noticed that connection will be interrupted around past 9am. I wonder why.

I do not get the reason being given to me about the isolation issue because I can’t get it wrapped around my head that it will take your technical people weeks to fix it. If the server is busted, why not get a new one to service the clients better, right? Or if there is a problem in our area, how come no technical people from Bayantel is coming over to check???

I got a DSL connection because I am entirely dependent on it for my work. I work online. If I don’t have an internet connection, it’s like being on leave from work. No work, no pay for me. So you can just imagine the havoc this intermittent connection is doing to my income. Just today, I kept checking myself not to call your hotline again. Imagine downloading a 5.8MB file for over 3 hours! Is that a DSL connection or a dial-up?? That’s what I get from Bayantel. That’s why I am this angry with your service! Loading a page takes half an hour. Not to mention the numerous interruptions and the 12-hour downtime last night that I didn’t get a decent answer from your CS rep that I called up.

Let me just reiterate my suggestion to a certain Lee who introduced himself as an officer-in-charge there. I told him that you should consider putting good paying clients in a good server so as to avoid complaints like mine. Just to let you know, I am a good paying client for the duration of my subscription. You can check your record. And if this is the kind of service a good paying client gets from your company, I don’t know if you will have many left if this problem goes on.

Also, I kept on telling your CS people to send over a tech person to check on what really is the problem with my DSL here. It might have something to do with my modem because twice or thrice I got a “I can’t detect your modem at our end” from your CS reps. I have an open report up to now asking if I can talk to an engineer perhaps so as to understand better the nature of the problem. I didn’t/don’t want to become an irate client when I call but the money I pay for my DSL connection is hard-earned money. I expect good service in return. I believe that is only reasonable.

I am seriously considering transferring to another provider. I didn’t want to terminate my account with you because I hate changing my routine and all that. But more than two times in a month of lousy DSL connection is just too much really. I don’t believe I will get a refund for those hours that I don’t have a connection, right? Fair is fair.

I hope you are better than your CS reps and that OIC I talked to combined. Maybe this time I will get a decent answer from you.

Sasha

And then I emailed him again on Feb 5, 2009 at 2:20 AM to give him an evidence on how slow my internet connection was…

dsl-speed-020509-214am

I waited for a reply or a call but nothing came. It’s 2 days since his email and I haven’t heard even a whisper from him. He does not even have the courtesy to call. You know what’s worse? The 12-hour DSL interruption was through. Connection back up. But the speed??? You’ve seen the screenshot of the speed test I did using Speedtest.net. It was horrible! A page loading that usually takes me a minute took 15 minutes at best! I called up their customer service hotline again (against my better judgment I must say) because I couldn’t stand the slowness of the connection. You know what happened?

I lost my connection entirely! There’s another “fluctuation” according to the CS I talked to named Darwin. Imagine that! The high-blood pressure inducing issues never end!!!

Thus, the parting of ways. I will say bye-bye before the 21st and for now will reserve judgment with the new connection I have.

Again, if you are thinking of a DSL connection, consider companies OTHER THAN Bayantel!

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