Dear Customer Relation officer,
I am complaining about your unprofessional customer service both on the phone, at the branches and the managers who never took a step further to resolve my issues.
I was with Batelco since 2013 and had several issues including frequent disconnections and delays upto 3-4 months due to cabinets been blown out in the past. But have been very patient with them in resolving the past issue for 2-3 months. That has passed and have always been a good customer with Batelco until now.
May 22nd 2016:
During the end of May, I moved to another area and I've requested my fixed line/internet service to be shifted, so I visited the Batelco Seef branch and made a ticket for the Shift service on a Sunday and then the CSR tells me they are having technical issues and the request would be entered on the PC on Tuesday. So I waited and then sent a reminder thru email and instantly Ive received a screenshot of the request that the CSR just entered (So I assume its not done from Batelco's side, its done only when the customer keeps pushing them)
So I waited, having being a customer for 3 years I know how Batelco works. New service for fixed line takes 3-5 days in worst case scenarios it goes upto 6-7 days so I assume the same goes with Shift service. In my case, the eServices account showed "Cancelled" after 4 days, So from a customer point of view the meaning of "Cancelled" means "no luck" "no service" "no point waiting" "move onto a different provider" So I called 121 and speak to many CSRs and they respond telling me it would take a week or two or a month and now its Ramadan nothing would be done. So I request them to please advice what needs to be done. They say I have to wait and this is a General issue, one CSR told me this is a big job and its needs approval from the Government, another one told me it's very expensive it costs 5000 BHD. So I visit the Seef branch again and request for service cancellation as the e-service account shows it's cancelled, without them investigating my account, they pounce on me saying I would have to pay 50 BHD for the penalty fees (such an insult and embarrassment) So I argue and they say I would have to wait. I tell them can someone please from somewhere call and tell me what needs to be done.
June 1st 2016
I visited Saar mall branch, as usual the CSR said they will send the notification request and informs me that he will contact me and update me if he gets any information. Nope no calls the next day NOTHING.
June 2nd 2016
A day passes and no calls, I reach out to twitter and Facebook and instantly I received a call but it didn't help, same issue.
So I visited city centre on a Thursday, to solve my issue after I think 10 days of Shift service request, as usual the 50 BD penalty phrase was mentioned including "I am unable to help as manager is not present, please come on Tuesday, I was like why Tuesday why not Saturday or Sunday, He was like my next shift starts only on Tuesday my frustration showed on my face and i'm sure he noticed that and then he said the manager will come on Sunday and I could visit on Sunday. But he (I think his name is Abbas) but Abbas called me on Saturday and said he spoke to his manager that She could waive of the penalty charge as the installing would take 8 months and i could visit Batelco on Sunday and cancel the service without penalty (This sounded like it was my fault and I am being pitied by Batelco)
Sunday, I walk into the City-centre branch and I speak to the CSR to cancel my account and I ask him for the 100 BD security deposit that I paid at the beginning (being an expatriate) He tell me it is better to visit after 2 days I was very impatient has Batelco has made me not visit or signup for any service no more and to just get done with it. I show him my frustration once again and he says "Sir you can visit any Branch and they will do that for you" So I left.
After 4 days I visit the same branch (city centre) again, keeping in mind this will be the last I step foot. So i patiently waited for my turn at the Que. I tell them about my cancellation without looking into my account, they ask me where is the 100 BD deposit receipt. I look blank and with frustration I tell them why do you need a receipt when I've been with you for 3 years, you have my CPR stored in your system, you can see my whole billing history, why do you need a receipt when I can show you my CPR (A CPR is a government ID card used for all services in Bahrain) also a CPR is linked to an account especially during any transaction. And then another CSR speaks to her in Arabic and then tells me I need to write a letter saying I misplace/lost the receipt along with the IBAN No. I ask for a Manager, they respond she's gone for a meeting. So I walked out in disappointment and helpless. At this point I didn't want to take a pen and write a hate letter to Batelco to pay me my hard earned money back. Like I'm at fault here. Thanks Batelco Thanks useless Customer "Service" Representative. (usually a CSR helps a customer by making a request like when you open a contract with them they help to fill-in the application form for you and all you do is sign or usually at any retail store always helps a customer by providing them an easy solution, either check the records or show source of transaction which helps the company to grow for returning customers. But for Batelco cancelling a contract is like being treated as a criminal. You think I will come back if Fibre optic is installed no way.
I would have gotten back if your CSR's would have been kind and helpful.
Fed up and frustrated again, I walk out with hate and furious to speak to someone who can help with my case but WHO?
All now matters for me to write a letter to Batelco saying I lost the Security deposit receipt blah blah blah and to provide them my IBAN no, but NO I am not going to stoop down to an unprofessional company who pretends to be professional.
So days pass by and then I though lets go thru all my documents to find the damn receipt. I find it.
Now few days pass by, keeping in mind all I need now is just 10 mins to visit a branch and just submit this receipt and my last request will be sorted. So I visited Saar mall on the 20th of June evening, I was in the mall at 0730 not realising Ramadan time has changed to 8pm-12pm in the evening. I explain my case to the CSR at the Saar mall desk and he arrogantly tells me he is unable to do anything as this requires a Manager to be present. I was blanked out and my face turns red again and I start showing my frustration explaining my situation all over again and he definitely needs to speak to his reporting Manage right away. He takes how phone and call his manager and then he tells me his manager (Mohammed Hasan) advised me to to provide the IBAN no, I turn over the receipt and point out the written Bank details with IBAN number. He says it should be from the Bank printed and stamped I was like No way, yet another useless CSR just like the others who turned a blind eye not knowing my big case, he also points out to the receipt saying it is written about showing this receipt upon proof when getting a refund. I immediately pointed out that Batelco should also write under the notes:
1. Manager should be presented during security deposit refunds.
2. IBAN number printed on Bank's paper and stamped by bank.
I have made up my mind to go public on Social media and internet blogs. I have relevant screenshots and proof to make the blog look even more prettier. I just want you to be aware of this.
June 21st 2016
I visited city centre again and after another drama of requesting to speak to a Manager. I am shown a form that needs to be filled out for Cancelling the service (I'm dumbstrucked) Why after so many visits I'm told to fill the main Cancellation form. Once again I give them the IBAN No. while complaining to the Manage the history of this bad experience.
After two weeks: July 14th 2016
I call 196 twice and it rings for 11 mins and the other one 16 mins (screenshot attached) So frustrated that it cannot be fixed by a phone call away. I pull a ticket and wait patiently and frustrated, I walk to the CSR and request for the Manager and he arrogantly asks me why and I tell him its a big issue for me and he tells me with an attitude that its not a big issue without even going thru my record all of a sudden he looked pissed off with me as if I'm at fault.
Manager walks in and this time she remember me and tells me I should receive a message from the Bank once the refund is deposited. I leave. After an hour I get a call from the same Manager (on 17178797) asking me for my Bank A/C no. So i assume this time she's trying to fasten the process.
July 21st 2016
Now comes the funny part. I receive an sms from my bank of 26.232 BD, as I looked into my Bank details I seen "Batelco Telecommunications"
I wonder what made them to send me 26 BD instead of 80 BD (100 BD security deposit and -20 BD for previous balance)
This is an indirect robbery.
August 07th 2016
In between these dates I tried calling Batelco several times to sort this out, finally I received a phone call from a Customer Relationship Officer named Daoo about my case and was advised the remaining amount will be credited to my bank account. Two weeks pass by and no money as been credited and no updates from Batelco. The last tele conversation I had the complaint is now been raised to the Accounts department. I kept asking if someone can fasten the procedure as it's already been delayed and I request for Daoo to call me back. Email request has been sent again for Daoo to call me. No calls so far.
Funny how things are done on their side after so many screw ups as I feel i'm being punished for Batelco's recklessness.
August 10th 2016
Called 196 twice and requested for an update, as usual the responses are, email sent to the Adjustment department and i will have to wait, Batelco's procedures etc (after they screwed up I have to wait again) The second CSR tells me I have to wait and they don't know when it will be resolved, first when I gave him both of my complaint numbers 3680058 and 3685087, he says they are closed and then keeps me waiting until he finds an update. Same thing, he send the email and tell me I have to wait and he has no idea about the timeframe, says its gone into Bulk adjustments as they have many customers having the same issue, After another argument he tells me about the 50 BD penalty fee has been applied as I was under the Unlimited youtube package etc. And now I'm furious about earlier when I visited the Bahrain City Centre, the CSR told me they are waving off the 50 BD penalty fee. I explain this to him about my major issue about not getting Batelco's service in my area, He arrogantly responds saying I should have first verified with Batelco before shifting to a new place. I keep telling him that they have made a mistake and accept it and in my case to fasten the procedure or tell the customer relationship Officer Daoo to call me back.
August 15th 2016
After this blog reached twitter, I received a call from a Manager, apologising and said he was gonna investigate and will sort out my problem, also in the following days he did call me a couple of times telling me it is still under process and I should get my refund probably at the end of the week or Sunday or Monday. So finally someone's has come to my rescue.
August 23rd 2016
I received an iMessage from the same Manager saying it has reached the last stage and he will follow up with the Finance dept. According to me it wasn't sorted out last week from any finance dept. if not I would've received it by now I guess someone is still sitting on it or it's just Batelco's way of doing things. It's been almost a week now for the Manager who stepped in. The next day I received an SMS Transaction done and transferred to the bank. You will get your cash within 24 hour.
August 31st 2016
Nothing yet, finally I gave up and my frustration level has gone to the max, I call the Manager and his tone was a bit harsh, he says that he sent an SMS to confirm if I received it, since I did not reply to his SMS, his tone was different like it was my mistake and he tells me I should have replied back, see the fun here. I don't understand how this works, its quite simple if Batelco says it has transferred the money a week ago then I would have gotten it by now. They just didn't send it QUITE SIMPLE. I received a call now and the Manager has recalled his tone and has apologised for telling me that its his fault for saying I should have replied to his message and he shouldn't have SMSed me but should have just called me to follow up. Now he says it would be done TOMORROW (I take it that nothing has been done so far from the time he joined the wagon its two weeks now since he stepped in).
Not yet resolved, 3 months have passed by.