Dear Editor,
Please permit me to publicly vent my frustration with GTT and their lack of customer service.
Having the monopoly for 20 years on landlines has made the company extremely arrogant in its position towards its customers: either you pay what they say, or they disconnect your service, no questions asked. Recently, I requested from GTT to suspend my residential line as I was traveling abroad. They informed me that prior to doing so, I had to settle a balance of $7,000, which I did, and I assumed everything was regularised with the account. I was sorely mistaken.
On my return, my account was not suspended but rather, was disconnected. Using my cell phone to make a very expensive call, I contacted the office and related what had happened to a Customer Service representative. Rather than attempting to assist me, this representative instead proceeded to interrogate me as to all details of my request to suspend: who did you speak with; what time did you speak to her; where was she sitting? I suppose the line of questioning could have continued to what was she wearing; what was the colour of her hair and whether she was fat or tall – so as to verify the truth of my claim. Having endured this, I was nonetheless informed that the representative was unable to ascertain that I had suspended the account, and further informed me that I owed GTT $10,000 – for a service that I did not use during a period I had informed them that I was out of the country.
Needless to say, I am frustrated. And this lack of customer service extends beyond GTT. Is there anywhere you could go and be treated with care or respect? GWI, GPL, NIS, any commercial bank – it is all the same. “We will call you back.” “Join that line.” If you ask to speak to a manager, he is in a meeting or will call you back – of course, that never happens. The disrespect even extends to when you are charged interest on a balance – yet, if GPL, for instance, overestimates your bill, they keep the surplus until they see fit.
Surely, we as citizens and consumers deserve better-and should demand better.
I am demanding better.
Yours faithfully,
Chandrowtie Dhanraj
