The Star Early Edition

Glo­cell goes above and be­yond the call for re­dress

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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’

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