Glocell goes above and beyond the call for redress

I READ with interest your articles on Wasp. I have a contract with Glocell, which was transferred from Nashua Mobile to Altech and then to Glocell.

I have had my cellphone number since 1996 and would like to keep it.

Thankfully, with all these contracts, only the monthly rental was via a debit order.

I do not receive monthly statements from Glocell. The service provider is Cell C. I noticed that when I bought airtime, the next day this had disappeared.

The same with the free monthly airtime I received from Glocell.

I tried phoning Glocell on numerous occasions but never got past the first recorded message.

I also sent an e-mail which was returned undelivered, despite my checking it was the correct address.

As noted in your column, I dialled *133*1# to block content billing and was horrified to discover I had 18 subscriptions.

I couldn’t get past this to try to block the billing.

I turn on the cellphone about once a week to read messages. When I do this, I get a game on the screen and dollar signs churning on a picture of a gambling machine!

I am 72 years old and do not wish to play games on my cellphone, nor look at women in their underwear.

I don’t have a record of the money that has “disappeared” as I don’t receive monthly invoices. Jean Locke

Georgie: I mailed Glocell about Mrs Locke’s issue and they responded: “We have identified a problem with the way the client’s e-mail address was stored on our system, which resulted in nondelivery of invoices.

“This has been rectified and the issue should be resolved now.

“In the interim, we have re-e-mailed all historic invoices. The e-mail was returned undelivered due to the incorrect e-mail address being used (ie Customerservice@glocell. co.za). The correct e-mail address is Customersupport@ glocell.co.za and this has never changed.

“The WASP services need to be removed one by one, perhaps this is where the challenge arose.

“One of our consultants has since visited the client to assist in removing all the services, one at a time.

“Our staff member also blocked the number from receiving future WASP invitations, disabled automatic updates and restricted background data.

“We also tried to disable the game (gambling app), but were not successful as it appears to be part of the start-up registry of this device.

“While we are fairly certain that the phone itself is not part of the problem (given that the WASP subscriptions date from July and the phone was received months prior), we cannot rule out that updates (not managed through the App store) won’t use data, so we have decided to replace the client’s device.

“In closing, Glocell does not rate call records, we merely pass on the charges rated by the mobile operator, ie Cell C.

“Where any charge is disputed by our clients, we immediately initiate a dispute with Cell C on their behalf.

“In terms of this process, Cell C investigates each incident thoroughly and reverts with a comprehensive order trail which is then analysed to establish whether the services activated were consented to in terms of the correct process, or not.

“This investigation has not yet been finalised, however it will not take much longer. Glocell will communicate the final outcome of this process to yourself and our client as soon as it has been finalised.”

Mrs Locke commented: “Just to update you on the magic you worked. A lady from Glocell visited me yesterday. She took all the subscriptions off the phone and blocked any future ones from coming through.

“Glocell have looked at my phone usage and confirmed that the airtime I had bought was being taken up by these subscriptions.

“She also confirmed they were trying to find me another phone to replace the one I have.

“I cannot thank you enough for your intervention. You got them not only to phone me but also to come to my home to sort out my problems. “You certainly have clout! “Thank you, thank you, thank you.”

‘You got them not only to phone me but also to come to my home’