GTT is testing my Mental Health

Apr 04, 2022 Letters

Dear Editor,

This is probably the fifth letter that I’m writing documenting my experiences with the poor quality of service that I’m receiving from GTT.
Firstly, kindly refer to my last letter published in your newspaper https://kaieteurnewsonline.com/2021/12/28/poor-service-from-gtt/.
After that letter was published, my wife received several calls from different representatives of the telephone company and a crew visited and changed my modem/router along with the service line coming to the building. They removed the pods that I was using and paying for even though they were not working. After this was all done, I received a bill in February and I noticed that I was being billed for the pods that were removed. I then contacted GTT’s customer service via their WhatsApp number and after waiting for what seemed like an eternity, I spoke with one of the representatives (name provided) who informed me that she would forward this query to their billing department and assured me that this would be corrected and I should expect to see this correction on my next bill. In March, I received my bill without the adjustment/correction. I contacted GTT again on March 9 and after waiting for another lengthy period, I spoke with another representative (name provided) who apologised for the inconvenience and assured me that this will be corrected. I was also given case #02602669. I requested the email address for Mr. Eshwar Thakurdin and the department supervisor since I did not have the confidence that this will be corrected. I was provided with the email address of the supervisor only and I was told that the supervisor will be making contact with me shortly. I explained to the representative that I am not in the country and contact should be made with my wife who can provide all the details if needed. My wife was contacted on the said date by a supervisor (name provided) who assured her that this would be corrected and a call back will be made the following day informing her of the adjusted amount. My wife never received a call back. This is now April and I just received my bill with NO CORRECTION/ADJUSTMENT. I am so sick and tired of the service being provided by this company. The only time GTT is efficient in solving queries is when letters are published in your newspaper. And I’m sure that after this letter is published, Mr. Thakurdin will respond saying that they had this corrected, the customer was contacted and he apologises for the inconvenience this has caused. A pattern we see every time a letter is published in your newspaper. GTT needs to have better systems in place to resolve their queries and to do follow-ups with customers. It’s frustrating, I have to take the time out of my schedule to spend an hour or more trying to make contact with GTT.
If the other company was providing a fibre service in my area, I would’ve switched a long time ago.

Frustrated customer,
Christopher Houston

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