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Customer challenges Digicel over voice mail charges
A complaint by one irate cell phone user has now prompted the country’s two mobile companies to start
Complainant:
Leonard Craig
cooperating.
Yesterday, the Public Utilities Commission (PUC), during an open session, heard the complaint from Leonard Craig, a customer of Digicel Guyana, in which he alleged that the mobile company deliberately charged him from the time that the call took up to when it was directed to a voicemail, a feature that is being offered.
It was a charge that the company vehemently denied.
Craig, during the hearing at Cara Lodge, Quamina Street, claimed that he was not given an option to end calls and thus ended up paying.
Present at the hearing were Digicel Guyana’s Chief Executive Officer, Gregory Dean, and the company’s legal counsel, Attorney-at-Law Stephen Fraser.
Also there were CEO of the Guyana Telephone and Telegraph Company (GT&T), Radha Krishna Sharma.
The hearing was chaired by PUC’s Chairman Justice Prem Persaud with other members of the commission also present.
It was disclosed that while both GT&T and Digicel offered voicemail services, the prompts which directed a customer to use the option differed.
GT&T insisted that its prompt gives customers a choice to end the call.
Both Digicel and GT&T have since committed to working together to ensure that a common approach is used as far as voicemail and the prompts are concerned.
Craig’s complaint was filed February 2013.
He argued that it was a ploy by Digicel to push its customers to pay. Calls went to voicemail just after four or five rings, not allowing the customer to cut calls.
The PUC hearing yesterday.
Craig said that nowhere has Digicel alerted its customers that they are being charged.
He tendered two orders of PUC, dating back to 2003 and 2004 which directed to GT&T and Cell Star, another company which was in operation then, with regards to voicemail.
Craig was asking for at least $60,000 in costs.
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