I do not know if someone has happened, perhaps my experience is very special, but I think it is necessary to share it, because it shows what a client of Movistar can be exposed.
On the 2nd of May my landline phone stopped working. I communicated with the company Movistar. After a couple of days came a technician who let me know that there was a problem on the outside floor. This would have been solved on Thursday 9 May. The same technician pointed me telephonically to my cell phone that sure my problem with the fixed line had been resolved. I informed him No. He pointed out to me that they would communicate with me from the company. From the company they called me but not to arrange a technical visit but to tell me that according to their records my problem had been solved. I repeatedly told him not to.
I waited until Monday the 13th of May and I returned to contact the company. As always the person who took the phone call was very “friendly” but I did not solve the problem. He told Me he would arrange an appointment for the day Wednesday, May 15th. I made him see that my problem at that time was already 11 days and therefore I expected a quicker solution. In front of my insistence I was told that the technician would come that same day Monday. I waited all afternoon and the visit was not done.
I communicated again on Tuesday, May 14th. I asked again that it was urgent to resolve the problem. As I was told that it was not possible a technical visit the day indicated, I asked to speak with the supervisor. The person who identified himself as Diana Gutiérrez ignored my requirement and told me that I should wait until the 15th, on a schedule besides that we could not receive them.
I decided to turn to the undersecretary of telecommunications because I think this problem happens to many customers. The continuing presence of failures and insufficient technicians explains this unfortunate abuse with customers. Holy remedy. On Friday May 17th I had three mobiles operating in front of my house until the problem was solved
That is why I have finally recovered my phone line and Internet connection. Talking about this cluster of problems, a friend told me that for the same services I had hired for which I paid $44000, he paid only $27000. I mean, I don’t know how much time I paid an excess of $17000. My problem was that I had not spent much time to research permanently if I could access a better rate. This is certainly an excessive charge. It is not possible for telecommunications companies to operate in such an unpunished way.
I communicated again with the company and after a lot of insistence the telephone adviser acknowledged that I could reduce the fee. As I understand it, in 4 days from the last date indicated you should start paying the new fee.
Seeing that my call had succeeded in reducing payment for fixed telephony, I wanted to do the same with my mobile line. There I was informed that a reduction was not possible as it was already being benefited by a 20% discount. However, while continuing to investigate I learned that I was paying $7,500 monthly for a message that I came daily to my mobile phone with counseling “marital and sexual”, which I must say that I was very unpleasant but as I did not know how cut just not I read it. I never imagined I was paying for it. I expressed to the telephone adviser that I had not (at least consciously) hired that service. I pointed out that Movistar had nothing to do with the “service indicated” that they were “limited to collect the $7500 along with the phone bill.” I asked to be dismissed and after some insistence I managed to do it.
Telephone attention is another serious problem. To get to talk to the technician who should solve the problem is necessary to go through multiple barriers, and also receive all kinds of commercial offers that are pathetic at a time when the claim is not resolved.
I think the company should do the following:
Deduct from my monthly payment the services not provided.
Give me compensation for the entire period in which the fixed telephony and Internet services-for which I have been paying around $44000-I have not been able to use them.
That I reimburse the $15000 paid for a service and sexual counseling marriage via my mobile phone that I do not authorized at any time (at least consciously) and that Movistar (which according to the Telefónica advisor Marilyn Leon Movistar nothing has to do) s E “Limits” to collect the monthly amount.
Movistar indicate reliably that she has nothing to do with the company that made me the collection of sentimental counseling.
The undersecretary of telecommunications, for its part, must take up letters in all these matters. Movistar can not go to the hunt for unwary, whether of the elderly who sometimes find it difficult to track the charges and active people, men and women who must devote themselves to their work and their children and do not have time to be “Al Aguaite” par That companies (public service calls “do not abuse their position.
The content poured in this opinion column is the sole responsibility of its author, and does not necessarily reflect the editorial line or position of the counter.
