Dear Editor,
In February 2021 I received a WhatsApp message from GTT (the number was confirmed as belonging to the company) about a promotional offer; if I ungraded my internet service I would receive 30% off the price of the new service for 3 months. I declined the offer. Then on the 9th March I received a new offer; if I choose to upgrade, I would receive one year of ‘upgraded’ internet service (increased speed and new plan) for the same price that I paid for my old plan and the offer came with free installation. This was a good deal and I accepted. Being skeptical about promotions via this medium I contacted GTT to verify the number and was told that it belongs to the BLAZE team. After sending the required information and documents, the technicians came to my place and installed the equipment for the new plan on the 18th March and my devices for the old plan were disconnected. Early in April, I paid the usual amount for my internet service in March. Then on the 20th April, lo and behold my service was disconnected. As is the norm, it’s a waste of time to call the numbers listed for GTT so I went to their branch located at Fogarty’s Building the same day. I went over the entire WhatsApp offer and subsequent activities with an agent and a supervisor. I even had to email screenshots of the WhatsApp offer and a copy of my payment receipt to the agent who promised that the matter would be rectified. Later that day my service was restored.
However, this month GTT sent me bills that do not reflect the promotional offer; I am being charged the full amount for the new plan including the payment difference for March and for the old plan. Plus, I am being charged for a service I don’t even receive, a pod! I can recall this pod issue clearly; when the technicians visited my place, I was offered a pod ‘to boost the signal’ (according to them). I declined since my previous slow service without anything to boost it worked fine. I even heard the technician tell someone on his phone that I didn’t want any pods! I tried to sort out this matter by visiting GTT’s head office (Brickdam) to speak with a manager/supervisor however, a woman in the security room at the entrance said that nobody there can help me and I was directed to the GTT ‘Blackberry’ branch. At the ‘Blackberry’ store I explained to the security guard that I had an issue with my internet service and needed to speak with a manager/supervisor. To my surprise the guard proceeded to speak to me in a very condescending manner – he asked me ‘What is the name of the person who sent you?’ and ‘What is the name of the person who you came to meet?’ among other things then shaking his head muttered ‘she ain’t know who she come fuh see.’ In the first place, why should I know the names of GTT’s managers, supervisors and security guards? I went there seeking help for my issue from whichever representative of the company held some level of authority. Furthermore, I have never been greeted by security personnel in Guyana with ‘Hello, my name is *****. How can I help you?’
My problem didn’t end there. A female customer repeatedly interrupted my conversation with the guard with ‘Nah badda wid she, she ain’t know who she come fuh meet.’ and other such nonsense in a matter which did not concern her. When I told her I was speaking to the guard she became aggressive and was verbally abusive towards me and behaved as if she wanted to physically assault me. While this woman continued misbehaving in the queue the guard not once addressed her behaviour. GTT’s guard spoke to me in a condescending manner and had the authority to deny me entry to the store to speak with a manager although I am a long-standing customer with a genuine problem yet couldn’t speak to an unruly customer in the queue about her behaviour. Editor, if I was never given this promotional offer why did the technicians turn up at my place and installed equipment for a service upgrade and why does GTT have the upgrade information in its system when the entire transaction was done on WhatsApp along with the promotional offer? I have the entire WhatsApp transaction on my phone along with many emails from the company about the upgrade. My complaint is about principles which GTT seems to be in dire need of. I refuse to be bullied and be a pushover for this company. GTT don’t take advantage of me; do the right thing, honour your offer and get my account in order.
Sincerely,
Narissa Deokarran
