Last year, I wrote about an incident with MTC‘s (I still refuse to refer to them as Zain) customer service support. I had called in to have my account canceled and the agent on the other end had assured me that the phone line had been deactivated. I later found out that deactivating is not the same as unsubscribing.
Yesterday, my mother, who is already aware of my previous incident, decided to go to a phone branch to cancel her subscription. The shop keeper asked that she’d pay all outstanding fees and then an extra 5 KD to issue a cancellation request.
Having done all that, today she noticed that her phone line was still active. She called MTC and explained that she had already paid the 5 KD to cancel, but they said, “only official MTC branches have the authority to cancel accounts!”. Great.
I’m going to investigate the whole issue tomorrow and talk to someone face-to-face, but what I still don’t understand is why can’t salespeople be honest about these requests? Keep this up and they’ll lose customer loyalty.