It is time for GTT to honour their customers with a proper service

Sep 05, 2018 Letters 0

DEAR EDITOR,

I am writing you in the interest of the Guyanese Public that utilize the services of GTT (Guyana Telephone & Telegraph).
Over the past six to eight months I have been utilizing the thirty (30)-day unlimited bundle plan offered by GTT. This service is a great initiative for business users.
However if one is to carefully follow-up on their account balance, they would find that subsequently, after selecting the service which offers unlimited voice calls to GTT, free minutes to other networks, data and free text, credit has been further deducted on calls. I have now grown tired of the endless calls to GTT’s Customer Service Centre, filled with the many unnecessary sugar-coated apologies and greetings that have been mentally automated into these CSR.
Every single month I would have to endure time wasted to rectify this issue. The outlying problem on a national level is that there exist many unsuspecting customers who may not be aware of this issue and as such, GTT deducts credit which is neither queried by nor returned to customers.
I have tested this over my six months endurance of what in my opinion is GTT’s carefully crafted scheme disguised as a system glitch to extort money from unsuspecting customers to boost their revenues, since monies were further deducted subsequently for calls made that have never been refunded.
This intentional glitch may well be making money in the hundreds of millions of dollars towards GTT as they scramble to deal with the looming monopoly issue that may very well see GTT declaring bankruptcy and leaving Guyana for failure to provide a proper service long overdue to their customers.
One would only be left to wonder which other service offered by GTT has this issue.
It is definitely unfair to persons who are not so tech savvy and unaware to have to bear this cost that profits GTT. All their yearly audits need to be resifted and these monies returned to Guyanese.
It is time for GTT to honour their customers with a proper service rather than have these CSR try to sell sugar-coated words to customers who are subsequently given a sugar-coated runaround of a crappy service intended to frustrate customers that eventually abandon their queries, and thus GTT profits from this frustration.
I would like to request that the Public Utilities Commission investigate GTT thoroughly in all the services they are offering, and the monies owed to customers – which I am sure is in the hundreds of millions of dollars – are returned to customers without the regular inconvenience and at no cost to customers.
Yours Truly
Joel Oudkerk