Mehrin Shahed
To: AKTel <123@aktel.com>
Hello.
My line is disconnected since yesterday. I donot believe my bill has crossed the security deposit. Please let me know why the line is disconnected.
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123@aktel.com <123@aktel.com> Tue, Sep 15, 2009 at 8:18 AM
To: mehrin.shahed@gmail.com
Dear Sir,
Thank you for writing to us.
Upon receiving your mail, we have checked your mentioned number in our system & found that as per your bill cycle this month bill has been generated and at present you have the following billing status:
Credit Limit : Tk 00.00
Net Deposits : Tk 1000
Current Balance : Tk 1330.79
Unbilled Amount : Tk 00.00
Trust above information is to your satisfaction.
Should you have other queries or require any assistance, please feel free to e-mail us at 123@aktel.com.
Thanking You.
Sincerely Yours,
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Mehrin Shahed
To: 123@aktel.com
Dear Mr X,
First a trivial matter- since you have checked your system, you may well note my gender and address me accordingly or use generic addressing.
Second, I would appreciate if you share this email with your Head/In-Charge of Customer Service as well as of Operations, as I believe their likes will be able to amend relevant policies as needed.
Now onto to several points I urge you to strongly consider.
1. I am a post paid customer. Which means I get to accrue my bill for a month at the least with buffer time for its payment. On top of that, having made a security deposit as well, I do not expect my line to be barred for a usage of Tk. 330 (in excess to the security deposit). It does not make any sense at all to pay monthly rent and have almost no usage limit!
2. In stead of sending repeated superfluous offers through SMS at any and all hours of the day making the need for SMS anti-spamming law apparent, an SMS notice before any action on the connection is the least Aktel can do. It’s called courtesy.
3. Having used your services for a stretch of 8 years now, it is indeed regrettable that far from getting any benefits for being a royal customer, I have to live in fear of any moment disconnection.
4. [On 10 Sep I had made an EISD call.]
On 11 Sep, I received a message from Aktel stating the dues to be Tk. 610.12
On 13 Sep, my outgoing & TNT incoming is barred.
On 15 Sep, I receive another SMS stating dues as 1330.79.
There is no way I have used talk time worth Tk. 720.67 in less than 2 days. It is just not possible and I demand an explanation for this bill.
5. On late 13 Sep, I used another phone to call Aktel 24 hour helpline. I was told that I was the #1 in queue but after waiting for a customer service representative for 8 min 33 sec, I gave up. One can presume that there was no one on duty at the helpdesk. It is regrettable that even multinationals like you do not endear to the basic customer service norms and practices.
6. The 123 Helpline is not free anymore. Your prerogative.
What is ridiculous is not being able to access the help line in case of any such connection issues which are really times of need.
Sincerely,
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123@aktel.com <123@aktel.com> Thu, Sep 17, 2009 at 11:13 AM
To: mehrin.shahed@gmail.com
Dear Madam,
Thank you for your e-mail.We are sorry for the inconveniences caused to you in this regard.
Please be informed that we have sent a credit alert SMS on 11.09.09 for crossing 60 % of your credit limit.
Also for details information on your current outstanding amount (Tk1330.79) you are required to get an Itemized bill from any of our Customer Care Center.
In order to get an Itemized Bill you are requested to come to our any Customer Care Center with the following documents:
Required Documents:
* Duly filled in Itemized Bill Request Form
* Original Ownership Paper
Also note that you can apply for Regular or Occasional Itemized Bill for which monthly charges Tk. 100.00 (including VAT) is applicable.
However,the Itemized charge as itemized charge can be free in case of high usages (more than 2000 taka invoice amount) for a particular month.
This is to inform you that due to heavy call traffic, you might have faced problem to access 123 earlier.We are sorry for the incident.
Apart from the direct assistance of our executives, you can also send your queries and/or complaints by SMS to 8123 from any AKTEL number within 160 character. (Tk2.30 SMS charge is applicable); for any sort of written communication, you can e-mail us at 123@aktel.com and for printed documents, we have had Fax facilities namely +88 01819 234329 - 333.
For further assistance or query, feel free to write to us at 123@aktel.com .
Thanking you,
Sincerely yours,
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Mehrin Shahed
To: 123@aktel.com
Dear Mr/Ms Y,
Thank you for your rather smart mail touching but not addressing any of the issues.
In all honesty, I had not expected much more. I had taken the trouble to write to AKtel just to highlight my concerns and do my bit. I had whimsically hoped that Customer Service was a means for improving your core services.
I will not waste Tk 100 to get an itemized bill as I don’t record hours of calls I have made and even if I do disclaim any, I will have no proof.
Helplessly,
A post-paid customer with no talk time credit !
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123@aktel.com <123@aktel.com> Thu, Sep 17, 2009 at 3:39 PM
To: mehrin.shahed@gmail.com
Dear Madam,
Thank you for your e-mail.
Please note that you will be able to see the details in the itemized bill which will help you to clarify the confusion you have regarding your due amount.
For further assistance or query, feel free to write to us at 123@aktel.com .
Thanking you,
Sincerely yours,
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