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Disappointed with GTT’s Blaze service
DEAR EDITOR,
I received the GTT blaze service on March 28th, 2019 and after one month of service it was disconnected for non-payment . I left the country in May, 2019 and up to June I was receiving monthly billing for a service that was disconnected. After querying with several of GTT’s CSR I was told that even though the service is disconnected I am required to pay the monthly recurring fee.
This I did not agree with and a complaint was filed with the PUC. The account was subsequently adjusted with a final amount of $20,517 to be paid .The bill was paid on November 9 and service was restored.
December 4 last, I received a bill via text in the amount of $24,915.The following day I accessed the bill query service via live chat and was transferred to an agent [name withheld] and after going through my query I was placed on hold several times for long periods, after being on hold for more than five minutes the session timed out and I was disconnected which left my query being unresolved.
I subsequently called the Customer Services Call Centre on 0488 and was transferred to an agent [name withheld]. After providing a summary of my query I was bluntly told by this agent that I needed to pay the bill or risk having my service disconnected.
During my interaction with this agent I found her to be aggressive, dismissive, rude, lack knowledge of the query principles and procedures. I asked her several times why should I have to pay this amount since my service was only reconnected on November 9th after I would have paid all charges. She kept repeating the blaze terms and conditions with respect to the service being disconnected which did not have any relevance to my query since my service was only restored less than a month.
I was then advised that if I can’t afford to pay the bill in its entirety then I can sign an agreement to which I refused on the grounds that I would not commit to paying for something that I’m not responsible for. After insisting that this amount was incorrect and there were adjustments in the past I was placed on hold and then informed that there was an adjustment on my account and that it wasn’t update. I enquired the amount and was told that this information cannot be provided to me. I then insisted that since I’m the account holder this information should be available to me upon my request and if there is an adjustment on the account why shouldn’t I be asked to pay my monthly charges and the account not be flagged for disconnection until the adjustment is updated. Again I was told that I have to pay the full amount .I insisted again and asked to speak to the supervisor. I was then placed on hold and then advised to pay what I had earlier suggested and was told that my account shouldn’t be disconnected.
I requested a second time to speak to her supervisor and was told that he was unavailable and my ticket/query would need to be logged first and that the supervisor would return a call to me during the course of the day.
At the time of writing this I’m still waiting on that call.
Far from being satisfied I revisited the live chat and as fate would have it, I was transferred to the first agent. I enquired why wasn’t there no attempt to make contact with me after the session had timed out and there was an ongoing query. To my surprise I was not given an apology for this.
I’m very disappointed about the manner and attitude of the two representatives I dealt with earlier. I requested the email address for the supervisor of the call centre to lodge a formal complaint, this was provided to me and an email was sent to [email protected] where a formal complaint was lodged.
At the time of writing this letter I haven’t received any feedback for the complaint I sent nor has there been any acknowledgement of same.
Very disappointed,
Christopher Houston
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